What you can return, how, and how you get your money back
This policy describes exactly what the TELQA platform lets you do after an order is delivered: how long you have to request a return, who decides, who pays for the return shipping, and how the refund is made. It applies to every order placed on telqa.dz and complements the Terms of Service.
You have 48 hours from the moment the courier records the delivery of your parcel to request a return from your account. After that, the platform closes the order automatically: it is treated as accepted, the seller is settled, and no return or refund request can be opened on TELQA any more. This does not affect the legal guarantee described below.
Only a delivered order can be the subject of a return request. When your order contains items from several shops, each parcel is handled separately: you make one request per parcel, and each seller answers for their own. One return request is possible per parcel; if it is declined, the order goes back to its previous state and no new request can be made through the platform.
From "My orders", open the order and click "Request a return" on the parcel. You choose a reason — defective or damaged, not as described, wrong item received, changed my mind, other — and can add a message to the seller. The seller is notified immediately.
The seller reviews your request and answers from their dashboard. If they accept, they tell you in writing how to send the parcel back; if they decline, they must give you the reason, which you read in your order. The sale is between you and the seller: TELQA does not arbitrate returns, but our support team can step in when a refusal is clearly abusive or this policy is repeatedly ignored.
Return shipping is always at the seller's expense, whatever the reason. Depending on the seller and their courier, the parcel comes back one of two ways: either you send it following their instructions (drop-off point, address), or the seller books a pickup and a driver collects the parcel from you; in that case you receive a notification with the tracking number. Keep the item in its original condition until it is handed over.
The refund is triggered when the seller confirms having received the parcel, or when the courier reports it delivered to the seller. It covers what you actually paid for that parcel: the price of the items, net of any TELQA discount applied, plus that parcel's delivery fee. For a CIB card payment, the refund is made to the card used, through the SATIM platform; we initiate it within 5 working days of the parcel being received, and the time to credit then depends on your bank. For a cash-on-delivery payment, the refund is made by transfer (CCP, BaridiMob or bank account): our support team contacts you to collect your payment details.
If the courier cannot deliver to you — absent, unreachable number, parcel refused — the parcel is returned to the seller and the order is cancelled. A card-paid order is then refunded as described above; a cash-on-delivery order was never collected, and nothing is owed. The seller may call you before shipping to confirm a cash-on-delivery order; an order they cannot confirm may be cancelled.
You can cancel an order from "My orders" as long as the seller has not handed it to the courier. A card-paid order is refunded in full to the card. Once the parcel is with the courier, cancellation is no longer possible: you can refuse the parcel on delivery, or receive it and request a return within the 48-hour window.
TELQA does not offer item exchanges. If you want another size, colour or product, request a return of the item you received and place a new order.
The 48-hour window concerns the return organised through the platform. It does not limit the guarantees you hold against the seller under Law n° 09-03 on consumer protection and the repression of fraud, in particular the guarantee against product defects. To exercise that guarantee beyond 48 hours, contact the seller; our support team can help you get in touch.
For any complaint about a return or a refund, write to support@telqa.dz with your order number. We answer as quickly as we can and, where needed, require the seller to comply with this policy.
Our support team is here to help you at every step of a return.
support@telqa.dzLast updated: September 2026