Effective Date: May 19, 2025

Website: www.featherlyne.net

1. Definitions

“Website” refers to www.featherlyne.net.

“We”, “us”, “our” refers to Featherlyne Trading.

“User”, “you”, “your” refers to any individual or entity using our website.

2. Eligibility

You must be at least 18 years old or have legal parental or guardian consent to use this site. By using the site, you confirm that you meet this requirement.

3. Account Registration

To access certain features, you may be required to register for an account. You agree to:

• Provide accurate and current information,
• Maintain the confidentiality of your login credentials,
• Notify us immediately of any unauthorized use of your account.

4. Products and Orders

All products listed on the Website are subject to availability.

We reserve the right to limit quantities, refuse service, or cancel orders.

Prices are listed in Qatari Riyals (QAR) and are subject to change.

5. Payment

We accept payment through approved methods at checkout. All payments must be received in full before dispatch.

6. Shipping and Delivery

We deliver within Qatar and may offer international shipping.

Delivery timelines are estimates and customers must provide accurate shipping information.

7. Returns and Refunds

Please refer to our Return & Refund Policy for details. Generally:

• Returns accepted within 7 days of receipt,
• Products must be unused and in original packaging,
• Shipping charges are non-refundable.

8. Intellectual Property

All content on the website is the property of Featherlyne Trading and protected by copyright laws.

9. User Conduct

You agree not to:

• Use the website for unlawful purposes,
• Transmit harmful code,
• Violate the rights of others,
• Attempt unauthorized access to systems.

10. Limitation of Liability

We are not liable for any damage arising from use or inability to use the website or services.

11. Privacy

Your use is governed by our Privacy Policy. By using the website, you consent to data processing as described.

12. Third-Party Links

We are not responsible for content, policies, or practices of third-party websites.

13. Modification of Terms

We may update these Terms without notice. Continued use constitutes acceptance of changes.

14. Governing Law

These Terms are governed by the laws of the State of Qatar. Disputes are resolved in Qatari courts.

15. Contact Us

Email: contact@featherlyne.net

Phone: +974 4001 7756

Address: Office No. 194, 19th Floor, Marina Twin Towers B, Lusail, Qatar

Cancellation Policy

1. Order Cancellation by Customer

Customers may request cancellation of an order under the following conditions:

• Before Dispatch: Orders can be canceled before they are shipped or processed with no cancellation fee.
• After Dispatch: Once an order has been shipped, it cannot be canceled. Customers may refer to our Return & Refund Policy for details on returning products.

To request a cancellation, please contact our support team at contact@featherlyne.net or call +974 4001 7756 with your order details.

2. Order Cancellation by Featherlyne

We reserve the right to cancel an order under the following circumstances:

• Product is out of stock or discontinued
• Payment issues (e.g., incomplete or fraudulent payment information)
• Pricing or listing errors
• Suspected abuse of the ordering system or violation of our Terms of Service

Customers will be notified promptly of any cancellations. Full refunds will be issued for prepaid orders.

3. Non-Cancellable Items

The following types of products or services are not eligible for cancellation once the order is confirmed:

• Customized or personalized products
• Clearance, final sale, or discounted items
• Digital or downloadable goods once accessed or downloaded

4. Refunds for Canceled Orders

If an order is eligible for cancellation and payment has already been made, a full refund will be processed within 7–10 business days using the original payment method.

Please allow additional processing time depending on your bank or payment provider.

Customer Dispute Resolution Process

1. Purpose

To ensure all customer disputes are handled fairly, promptly, and transparently in order to maintain customer trust and uphold Featherlyne.net’s service standards.

2. Scope

This policy applies to all online customer complaints and disputes related to:

– Order issues (delays, missing items, wrong items)

– Product dissatisfaction

– Payment discrepancies

– Refunds and returns

– Website technical errors

3. Dispute Resolution Steps

Step 1: Customer Submits Complaint

Channel: Via contact form, email (support@featherlyne.net), or live chat.

Required Details:
– Order number
– Description of issue
– Evidence (e.g., photos, screenshots)

Response Time: Within 24 hours (excluding weekends/public holidays)

Step 2: Acknowledgment of Complaint

The customer receives an auto-reply and a personal follow-up from the support team within 1 business day.

A ticket number is assigned for tracking.

Step 3: Investigation

Assigned staff reviews the order details, delivery logs, product photos, etc.

If needed, customer may be contacted for more information.

Investigations must be completed within 3 business days.

Step 4: Resolution Proposal

Possible outcomes:
– Full or partial refund
– Replacement product shipped
– Discount code for future purchase
– Clarification or rejection (with valid reason)

Resolution is communicated in writing.

Deadline: Customer receives a resolution within 5 business days of complaint submission.

Step 5: Customer Response & Agreement

If the customer accepts the resolution, the support team processes it immediately.

If the customer rejects the resolution, the case escalates to a Customer Service Manager.

Step 6: Escalation (If Needed)

Final review by senior management.

Resolution is re-evaluated and a final decision is made within 3 additional business days.

Step 7: Closure & Feedback

Once resolved, the ticket is marked as closed.

Customer is invited to complete a short feedback survey.

Record Keeping: All dispute-related communications and decisions will be documented and stored securely for quality assurance and legal compliance.

4. Mediation and Legal Action

In rare cases where mutual resolution cannot be reached:

• Either party may initiate mediation through a neutral third party
• As a last resort, legal action may be pursued

All legal matters will be governed by the laws of the State of Qatar and handled through appropriate Qatari courts.

5. Guiding Principles

• Transparency – Customers are updated throughout the process.
• Respect – All communications are handled professionally and courteously.
• Evidence-Based – Decisions are based on facts, not assumptions.
• Compliance – We comply with all relevant consumer protection laws in Qatar (or applicable jurisdiction).

6. Contact

Email: contact@featherlyne.net

Phone (optional): +974 4401 7756