Consumer rights in Qatar: refunds, exchanges, warranties and complaining to MOCI

Qatar's Consumer Protection Law (Law No. 8 of 2008) and its executive regulation give every buyer in Qatar, citizen or expat, a set of basic rights: a dated invoice in Arabic, clear prices, honest advertising, a written warranty, and a refund, replacement or free repair when goods are faulty. The Ministry of Commerce and Industry (MOCI) enforces these rules. It takes complaints through its app, its website, the 16001 call centre and its @MOCIQatar social accounts, and it can inspect shops, order refunds and close businesses that break the law. This guide explains what you are entitled to, what to keep, how to raise the problem with the shop first, and how to file and follow a complaint if that fails. The order is simple: keep your invoice, go back to the seller in writing, then complain to MOCI with your evidence.

Before you start

• The original invoice or receipt, or a photo of it; ask for a full invoice, not just a card slip
• The warranty card or warranty terms, and the serial number of the item if it has one
• Photos or a short video showing the fault, damage or wrong item
• Screenshots of the price tag, shelf label, advert, website listing or social media post you relied on
• Your messages, emails or a short written record of each visit or call to the shop: date, time and who you spoke to
• For repairs: the written estimate and the repair invoice listing the parts replaced
• For online orders: the order confirmation, payment proof and the seller's name, phone number and account handle
• Your Qatar ID (QID) and Qatar mobile number, needed to sign in to the MOCI app or website

Step by step

1. Work out what kind of problem you have

   Start by naming the problem, because the rules differ. A faulty item, or one that does not meet the standard or purpose it was sold for, gives you the strongest rights: refund, replacement or free repair (Article 5 of the law). Being charged more than the displayed or advertised price, misleading adverts, missing Arabic labels and poor repair work are also MOCI matters. Simply changing your mind is different: it depends mostly on the shop's stated return and exchange policy, so read that policy before you pay. Complaints about banks go to Qatar Central Bank, and phone or internet bills usually go to your provider first and then to the Communications Regulatory Authority (CRA), not MOCI.

2. Always get a proper invoice in Arabic

   The law gives you the right to a dated invoice, and MOCI requires it to be in Arabic (another language can sit alongside it). The shop cannot charge you for it. A complete invoice shows the seller's name and address, the date, the item and its main features, quantity, whether it is new or used, the price in Qatari riyals, the delivery date, serial numbers where relevant, and the seller's stamp or signature. MOCI calls the invoice your main guarantee, because it is the first thing asked for in any exchange, return or complaint. Photograph it the same day, since thermal paper receipts fade.

3. Check the price, warranty and return policy before paying

   Prices must be shown clearly on the item or where it is displayed, and a product must not carry two different prices. If the till charges more than the label, you can refuse to pay the higher price; take a photo of the label first. For durable goods such as phones, appliances, furniture and cars, ask for the warranty in writing in Arabic: it should say what is covered (parts and labour), for how long, and the model and serial number. Ask what the shop's return and exchange policy is and how refunds are paid. Sale prices and promotions in Qatar need a MOCI discount licence, so a 'sale' should still come with a clear invoice.

4. Go back to the seller first, in writing

   Most problems are solved at the shop, and MOCI will want to see that you tried. Return with the item, the invoice and the warranty, explain the fault calmly and say what you want: a refund, a replacement or a repair. If staff refuse, ask for the manager and then send a short message or email to the shop or company, keeping a copy. A clause on a receipt or contract that removes your legal rights is void under the law, so a 'no refund' sign does not cancel your right to a remedy for a faulty item. Do not try to fix the item yourself or at a third-party shop, as this may void the warranty.

5. Use your warranty rights for faulty goods

   During the warranty period, after-sales service, spare parts and maintenance are free if the warranty conditions are met. Commercial agents and distributors (for example a car agency or an official electronics service centre) must honour the manufacturer's warranty. If a warranty repair or replacement takes more than 15 days, the agent must give you a similar item to use free of charge until yours is fixed. Replaced parts must carry their own warranty of at least 6 months for durable goods and 3 months for other goods, and sellers of durable goods must keep spare parts and maintenance available for at least 3 years after the warranty. Damage you caused, or misuse, is not covered.

6. Insist on written estimates for repairs and services

   Before any repair starts, for example on a car, phone, AC unit or appliance, the provider must tell you in writing the estimated cost, the work to be done and how long it will take. You can ask for a breakdown of parts and labour instead of one lump-sum price, and compare quotes at other shops. When the job is done, the invoice must list each part replaced, its cost and whether it is new, used or refurbished. Services also carry a guarantee suited to the type of work: if the job was not done properly, the provider must redo it or refund you.

   Read guide: AC servicing in Qatar: what to do, what it costs, and when to book →

7. Protect yourself when buying online

   Shops and delivery platforms selling to people in Qatar are covered by the same consumer rules on prices, honest descriptions, invoices and warranties, and electronic contracts are recognised under Qatar's e-commerce law (Law No. 16 of 2010). Before ordering, screenshot the listing, the price including delivery, and the return policy. Prefer sellers with a commercial registration and a real address in Qatar; MOCI can act against a registered business, but it is much harder to trace an anonymous Instagram or WhatsApp seller. If you paid by card and the goods never arrived or were not as described, contact your bank quickly about a dispute (chargeback) as well as complaining. Fake 'delivery fee' and payment-link messages are scams, not shop disputes.

   Read guide: Common scams in Qatar: fake fine messages, delivery texts, job and rental fraud →

8. File a complaint in the MOCI app or on the website

   If the seller will not fix the problem, complain to MOCI. Download the Ministry of Commerce and Industry app (search 'MOCI Qatar' or 'التجارة والصناعة' on the App Store or Google Play) or use 'File a Complaint' on moci.gov.qa, and sign in with your Qatar ID through the government login. Choose the category that fits, such as pricing and sales, product and service, advertising and information, or invoice and payment. Give the shop's name and branch, what happened and what you want, and attach the invoice, photos and screenshots. Keep the complaint reference number that the system gives you; most complaints are now filed this way.

9. Or call 16001, write, or visit

   If you cannot use the app, call the MOCI call centre on 16001 (from abroad, +974 4042 2222) and ask to register a consumer complaint. You can also send details to info@moci.gov.qa, or message MOCI through its official @MOCIQatar accounts on X, Instagram and Facebook, which the ministry names as a reporting channel. In-person help is available at the ministry in Lusail (Hermas Business Park, Tower D, Sunday to Thursday, 7am to 2pm) and at MOCI service centres. Whatever channel you use, give the same facts and evidence, and note any reference number.

10. Follow up and understand what MOCI can do

    MOCI checks that the complaint is credible and the documents are there, contacts the seller, and often settles the case in your favour without a visit. In 2026 the ministry said consumer protection complaints were being closed within about eight days, low-risk cases within one to three days, and health and safety threats within hours. Where the law has been broken, inspectors can issue a violation report, and businesses face fines from QAR 3,000 to QAR 1 million, temporary closure (MOCI has shut shops, and even closed Talabat for a week in 2025 over misleading price displays) and referral for prosecution. Track the status in the app and reply quickly if an inspector calls you.

11. Know your options if the complaint does not settle it

    MOCI enforces the law against businesses, but it is not a court and cannot always force every individual payment. Under Article 3 of the law you have the right to fair compensation for harm to you or your property caused by goods or services, and you can take a claim to the courts; for larger sums, speak to a lawyer first. Keep all your evidence together until the matter is closed. For problems with banks or card charges, use your bank's complaints process and then Qatar Central Bank.

    Read guide: Personal loans and credit cards in Qatar: rules, limits and travel bans →

What it costs

Official fees at the time of review. Fees change, so confirm before paying.

Common mistakes

• Throwing away the receipt or warranty card, or keeping only a card-machine slip that does not name the item
• Accepting a vague repair quote with no written cost, work description or completion date
• Opening or repairing a faulty item yourself, or at another shop, during the warranty period
• Assuming a 'no refund, no exchange' sign means you have no rights over a faulty or misdescribed item
• Paying the higher till price instead of pointing to the shelf label and refusing the overcharge
• Buying expensive items from anonymous social media sellers with no commercial registration or address
• Complaining by phone only, without written evidence or a reference number
• Waiting months to report a defect; report it as soon as you notice it

Questions people ask

Official sources

• MOCI: Consumer services and File a Complaint ↗
• MOCI: Consumer Rights Guide (PDF, English and Arabic) ↗
• MOCI: Contact us (16001, email, social accounts) ↗
• The Peninsula (Aug 2026): MOCI highlights key consumer rights ↗
• The Peninsula (Aug 2026): how fast MOCI acts on complaints ↗
• The Peninsula (Nov 2024): filing complaints in the MOCI app ↗

Always check the official source before acting. QatarSteps is independent and not a government website.

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