Complaint Redressal
In accordance with Law No. (8) of 2008 on Consumer Protection
Customer Complaints Team
Qatar
Registered address
KARTSEEK Qatar W.L.L.
Building 25, Street 850, Zone 63, Al Sadd, Doha, State of Qatar
CR No. 000000
How to file a complaint
Contact customer support first
For order-related issues, use the Help Centre or contact support on 800 5555 (8 AM – 10 PM (AST), Sunday to Thursday). Most issues are resolved at this stage within 24–48 hours.
Submit a formal complaint
If support does not resolve it, email the Customer Complaints Team at [email protected] with your complaint, order ID and any supporting documents.
Acknowledgement
We acknowledge your complaint within 48 hours of receipt.
Resolution
We investigate and resolve within 15 days of acknowledgement.
Escalation
If you are not satisfied, you may escalate to the Consumer Protection Department, Ministry of Commerce and Industry (MOCI) on 16001.
Redressal timelines
| Complaint type | Acknowledgement | Resolution |
|---|---|---|
| Order-related (wrong or damaged item) | 24 hours | 7 days |
| Refund not received | 24 hours | 10 business days |
| Seller dispute | 48 hours | 15 days |
| Data privacy concern | 48 hours | 15 days |
| Fraudulent activity report | 24 hours | 15 days |
| Content or listing complaint | 48 hours | 15 days |
Regulatory basis
This redressal mechanism is established under Law No. (8) of 2008 on Consumer Protection, together with Law No. (16) of 2010 on Electronic Commerce and Transactions, and personal data handled in the course of a complaint is processed under Law No. (13) of 2016 Concerning Personal Data Privacy Protection.