Effective Date: March 2026
Last Updated: March 2026
This Refund & Return Policy is established in accordance with Qatar’s Consumer Protection Law (Law No. 8 of 2008), MOCI Circular No. 1/2018 regulating laundry and dry-cleaning services, and the consumer compensation mechanisms issued by the Ministry of Commerce and Industry (MOCI).
1. Inspection Upon Receipt
Customers are required to inspect their garments and items at the time of collection. Any visible damage, loss, colour change, or defect must be reported to Aroma Laundry staff immediately. Claims raised after leaving the premises may be subject to further verification.
2. Compensation by Agreement
2.1 Before Providing the Service
For high-value or delicate items, we encourage customers to declare the value of their garments before handing them over for service. This agreed value will be documented on the service invoice and will serve as the basis for compensation in the event of damage.
2.2 After the Service (No Prior Agreement)
If damage (including loss, colour change, or other defects) occurs and no prior agreement on compensation was made, Aroma Laundry will work with the customer in good faith to agree on fair compensation by mutual consent, in accordance with the customer’s rights under MOCI regulations.
3. Compulsory Compensation (With Purchase Invoice)
Where the customer provides the original purchase invoice for the damaged item, compensation shall be calculated based on the estimated monetary value of the item at the time of damage, after applying the following depreciation schedule as mandated by MOCI:
| Time Since Purchase | Compensation Amount |
|---|---|
| Within 3 months of purchase | 70% of the item’s value |
| Between 3 and 6 months of purchase | 50% of the item’s value |
| Between 6 months and 1 year of purchase | 30% of the item’s value |
| More than 1 year after purchase | 20% of the item’s value |
4. Compensation Without a Purchase Invoice
If the customer cannot provide a purchase invoice for the damaged item, the material compensation shall be calculated as fifteen (15) times the service fee charged to the customer for that item, as stipulated by MOCI regulations.
5. Garment Storage Period
Aroma Laundry will retain uncollected garments for a maximum period of three (3) months from the date of service completion. After this period, Aroma Laundry reserves the right to dispose of uncollected items and shall bear no further liability.
6. Service Refunds
If a service has not been performed satisfactorily, and re-servicing does not resolve the issue, a full or partial refund of the service fee may be offered at Aroma Laundry’s discretion. Refunds will be processed using the original method of payment within fourteen (14) business days.
7. Filing a Complaint
If you believe the compensation offered is inadequate, you have the right under Qatari law to:
- File a complaint with the Ministry of Commerce and Industry (MOCI) via their hotline 16001, email, or mobile application
- Seek compensation through the competent courts of the State of Qatar
8. Contact Us
For refund or return inquiries, please contact us at:
Aroma Laundry
Doha, State of Qatar
Email: [email protected]
Phone: +974 7078 7197