In case the item you received is damaged or defective, you could return an item in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.
In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with free 15 day returns.
If you change your mind before receiving your item, just call us to cancel your order and we will process the refund along with any shipping fees applied. If you wish to return the item after receiving it, you have up to 15 days to return them, keeping the below rules in mind:
In case you bought an item from one of the following countries: Qatar, Jordan, Lebanon, Oman, or Bahrain through international shipping you will be able to drop the item to the nearest Aramex station and they will handle returning the item back.
At the moment, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.
There may be situations in which you were not able to return items within the 15 days, in such cases please contact our Customer Service Team ((+971)-4-437 0900) or through the Contact Us page to file a complaint. Complaints are handled on case by case basis. However, all acceptable returns as per Consumer Protection Laws will honor the outlined duration.
If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement or Cash U, depending on individual’s bank process.
If you have paid through Cash on Delivery (COD), the money would be refunded in the form of Souq credit and will be credited to your Souq Wallet balance. From your Souq Wallet balance, you can either easily make new purchases on Souq.com or simply transfer the credit balance to your personal bank account. For security purposes, the name on the bank account and on your Souq Wallet and Account must be the same.
Making a purchase less than or equal to the available Souq Wallet balance: If the total amount of your new purchase including the shipping charges is less than or equal to your available balance, the system will advise you that there is enough balance in your souq wallet. You will then need to click on "Place Order" and the amount for your new purchase will be deducted from your available balance.
Making a purchase more than the available souq wallet balance: If the total amount of your new purchase including the shipping charges is more than your available souq wallet balance, you will need to choose an online payment method (Credit Card / PayPal / Cash U) to pay the difference, to complete your purchase. The system will then deduct the available amount from your Souq Wallet balance and the remaining outstanding amount will be charged to the chosen online payment method (you are unable to pay any difference in the amount by Cash on delivery). If Your chosen payment method is Cash on Delivery, the full amount will need to be paid to the courier, no amount will be taken from your Souq.com wallet credit.