Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return & Refund Policy

Last Updated: August 2026

At Routine, customer satisfaction is our priority. This Return & Refund Policy complies with the applicable consumer protection laws of the State of Qatar.

By placing an order through our website, you agree to the terms outlined below.

1. Eligibility for Returns

You may request a return if:

You received the wrong product.
The product arrived damaged.
The product has a manufacturing defect.
The product differs significantly from its description on our website.

Requests must be submitted within 14 calendar days of receiving your order.

2. Products That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns of:

Opened skincare products
Opened cosmetics
Used beauty tools
Products with broken hygiene seals
Gift cards
Promotional or free items
Products damaged due to misuse

These restrictions do not apply if the item is defective or supplied incorrectly.

3. Condition of Returned Products

Returned products must:

Be unused
Be in their original packaging
Include all accessories
Include the original invoice or order confirmation
Be in resalable condition

Routine reserves the right to inspect all returned items before approving a refund or replacement.

4. Damaged or Incorrect Orders

If your order arrives:

Damaged
Defective
Incorrect
Incomplete

Please contact us within 3 days of delivery.

Include:

Your order number
Photos of the product
Photos of the packaging
A brief description of the issue

After verification, we will:

Replace the product,
Repair it where applicable, or
Issue a full refund,

in accordance with Qatar Consumer Protection Law.

5. Refunds

Once your returned product has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method.

Refunds generally take 5–10 business days, depending on your payment provider.

6. Shipping Costs

If the return is due to:

Our error
A defective product
A damaged product
An incorrect shipment

Routine will bear all return shipping costs.

If the customer changes their mind or orders the wrong item, return shipping costs are the customer's responsibility unless otherwise required by law.

7. Exchanges

We gladly replace items that are:

Defective
Damaged
Incorrectly shipped

Exchange requests are subject to product availability.

If the requested product is unavailable, a refund will be issued.

8. Order Cancellation

Orders may be cancelled before they have been dispatched.

Once an order has been shipped, cancellation is no longer possible and the standard return process will apply.

9. Refused Deliveries

If a customer refuses delivery without a valid legal reason, Routine may deduct any shipping or return costs incurred before issuing a refund, where permitted by law.

10. Consumer Rights

Nothing in this policy limits or excludes any rights granted to consumers under the laws of the State of Qatar.

Where a product is defective, unsafe, or not as described, customers are entitled to the remedies provided under Qatar Consumer Protection Law, including repair, replacement, or refund as applicable.