Refund and Returns Policy

At Souq, customer satisfaction is important to us. This Refund and Returns Policy explains the conditions and procedures for returning products and requesting refunds.

Eligibility for Returns

Products are eligible for return or exchange if they are unused, unopened, and in their original packaging. Returns must be requested within a specified period after delivery, as stated on our website.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned or exchanged once opened or used. These may include, but are not limited to, skincare products, cosmetics, personal care items, supplements, and perfumes, unless the product is defective or damaged upon delivery.

Return Process

To initiate a return, please contact our customer support team with your order details. Once your request is approved, you will receive instructions on how to return the item. Products must be returned in their original condition and packaging.

Refunds

After we receive and inspect the returned product, we will notify you of the approval or rejection of your refund. Approved refunds will be processed using the original payment method within a reasonable timeframe.

Exchanges

If you receive a defective, damaged, or incorrect item, we will gladly offer an exchange, subject to product availability. Please contact us as soon as possible after delivery to resolve the issue.

Shipping Costs

Shipping fees are non-refundable unless the return is due to an error on our part, such as a damaged or incorrect product.

Late or Missing Refunds

If you have not received your refund after the stated processing time, please contact our support team for assistance.

Policy Updates

Souq reserves the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page.

Contact Us

For questions regarding returns, refunds, or exchanges, please reach out to our customer support team through our official contact channels.