souqfort Return/Refund Policy

Products shipped from souqfort retail, can be returned within 15 days of receipt of the shipment if eligible.

Reason

You have received a wrong product

a product that is not as described on the Site; or a damaged product.

Possibility

Yes

Return Condition

Product is unused, in original unbroken packaging and includes all tags.

For electronics, open products will be accepted if found defective, different from description or picture displayed.

Reason

You have changed your mind

Possibility

Only in certain conditions.

You have a right to return a product within fifteen (15) days of receipt of shipment.

Return Condition

Fashion:

open packaging accepted if the product(s) still has the original tags

All other Categories including Electronics:

Only unopened / sealed original packages including all accessories.

Warranty Policy

Click here to know more about our warranty policy.

Non Returnable

You do not have a right to return, replace or exchange products in respect of:

  • Products with tampered or missing serial numbers.
  • Products that are classified as hazardous materials or use flammable liquids or gases.
  • Products that have been used or damaged by you or are not in the same condition as you received them.
  • Products that fall under specific categories, including household goods, digital books, swimwear, hosiery, underwear, socks, health, contact lenses, hygiene related and personal care products and certain baby products (e.g. tethers, diapers, hygiene tissues, feeding related products) music, video and video games.

How to Submit a Return Request:

To submit a return request for an item you have bought on souqfort.ae, login to your customer account and go to your order details under your dashboard. You can find the “Refund” button next to each product.

souqfort my account dashboard

Return/Refund Process

Step 1: Submit Your Refund Request

Submit your refund request by visiting your order details page in your my account dashboard.

Step 2: Initial Vendor Decision

Your refund request is electronically reviewed by the vendor you bought the item from.

  • If Rejected: If you think your return request is valid, you can raise a dispute to souqfort support team to intervene.
  • If Approved: This will be an initial approval until we collect the item from you to send it back to the vendor for physical inspection and further approval/rejection decision.

Step 3: Product Collection

Our courier will contact you to schedule a time to pick up the product from you

and deliver it back to the vendor you bought it from.

Step 4: Vendor Final Review and Decision

The vendor will physically inspect the returned item.

  • If Rejected: If you think your return request is valid, you can raise a dispute to souqfort support team to intervene.
  • If Approved: You will be notified by email.
    • Refund to Card: The refund will be made to your credit card in the event you have paid for your order by card. The usual refund process takes 7-21 days, or as per the banking procedure.
    • Refund to Wallet: If you had paid using your credit card, aside from refunding your card, you can opt to refund the amount to your souqfort wallet. In the event that you paid by Cash on Delivery (COD), the refund will be made to your souqfort wallet. The amount will be credited instantly. You can reuse the credit in your souqfort wallet for future purchases on souqfort.ae

FAQs

I would like to return an item, how should I contact you?

Send us an email at support@souqfort.com with the brief detail of the reason of the return and we will arrange pick-up from your chosen address. You will be contacted by our courier partner for the collection of the item.

I received a defective/damaged item, can I get a refund?

In case the product received by you is damaged or defective, you could return the product in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned product, we will inspect it. If the product is found to be defective or damaged, we will process the refund along with any shipping fees incurred.

I received a wrong item, how can I return it?

In the scenario 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.

I have changed my mind; can I return what I have bought?

In case of change of mind, before receiving your order, 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, with the below terms and condition applied:

The return is in accordance with souqfort returns policy

The items are in its original retail packaging (Sealed/Closed Box)

In cases, of clothing & fashion orders, the original tags and seal be present along with the original packaging

I made a transaction via credit card. How can I receive a refund?

In case if you cancel the order or if it is cancelled from our end, the amount will be refunded back to credit card/debit card or it will be credited in your souqfort Wallet.

if you cancel the order, products which are shipped but not delivered, you will receive a full refund transferred back to your credit/debit card. The amount may take up to 7-21 days to reflect in your card statement, depending upon the issuing bank. If you opt for refund in your souqfort Wallet, the amount will be credited instantly in the wallet.

For delivered products, wherever the return reason is met as per souqfort return policy and post inspection by our team, we will refund the product amount by transferring back to your credit/debit card. The amount may take up to 7-21 days to reflect in your card statement, depending upon the issuing bank. If you opt for refund in your souqfort Wallet, the amount will be credited instantly in the wallet as soon as inspection is concluded.

I made a transaction via cash on delivery. How can I receive a refund?

If you paid by cash on delivery, we will issue a refund to your souqfort Wallet. From the souqfort Wallet, you can place a new order anytime. For more details you can contact us at support@souqfort.com

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