Complaints Procedure

If you are unhappy with a product, delivery or any part of our service, please tell us. We will consider your complaint fairly and work to resolve it.

How to complain

You can contact us by:

Email: support@mistyvalleytea.qa
Telephone: +974 3109 1892
Contact form: www.mistyvalleytea.qa/pages/contact

Please include your name, order number if available, a description of the issue and the outcome you are seeking. Photographs or supporting documents may help, but are not required to raise a complaint.

Please do not send full payment-card details or other unnecessary sensitive information.

What happens next

We aim to acknowledge your complaint within two working days and provide a substantive response within five working days.

If we need more time, we will explain why and tell you when to expect our next update. These response targets do not extend any deadline or remedy required by law.

We may contact you for further information. Once we have reviewed the complaint, we will explain our findings and any proposed action, including a refund or replacement where appropriate.

For these response targets, working days are Sunday to Thursday, excluding public holidays in Qatar.

Product safety concerns

If you believe a product may be unsafe, stop using it and contact us promptly. Please retain the product, packaging and batch information where reasonably possible.

If urgent medical attention is needed, seek medical assistance immediately.

If you remain dissatisfied

Please reply to our response and request a further review. Explain any information or concerns you believe have not been addressed.

You may also refer your complaint to the competent consumer protection authority in Qatar or pursue any other remedy available under applicable law. You do not have to complete our internal procedure before exercising your legal rights.

Handling your information

We use information supplied with a complaint to investigate and respond, arrange any remedy, and meet applicable legal obligations. We share it only where reasonably necessary for those purposes.

Misty Valley Tea Company is owned and operated by Winerom Trading of Coffee and Tea Products, Commercial Registration No. 253254, Qatar.