Refund policy
At SOUQ DXB, we are committed to delivering high-quality products that support your health and lifestyle. If you are not fully satisfied with your purchase, we’re here to help with a simple and transparent return process in line with UAE consumer protection standards.
1. Eligibility for Returns
You may request a return under the following conditions:
- Condition: Items must be unused, unopened, and in their original packaging with all seals intact
- Timeframe: Return requests must be made within 7 days from the date of delivery
- Proof of Purchase: A valid order number or receipt is required
Non-food items (e.g. fitness equipment, kitchen tools, wellness accessories) are eligible under the same conditions.
2. Non-Returnable Items
Due to hygiene and safety regulations, the following items cannot be returned:
- Opened or used food products
- Opened supplements, vitamins, or ingestible health products
- Perishable goods
- Gift cards or promotional vouchers
3. Change of Mind Returns
If you change your mind:
- Items must meet all return eligibility conditions
- Return shipping costs will be the customer’s responsibility
- Original delivery fees are non-refundable
4. How to Request a Return
To initiate a return:
- Email us at support@souqdxb.com within 7 days of delivery
- Include:
- Order number
- Item(s) to return
- Reason for return
Our team will review your request and provide return instructions if approved.
Returns sent without prior approval may not be accepted.
5. Return Shipping
- Customers are responsible for return shipping costs unless:
- The item is defective, damaged, or incorrectly delivered
- We recommend using a trackable shipping method, as SOUQ DXB is not liable for lost returns
6. Refunds
- Once received and inspected, refunds will be processed within 5–7 business days
- Refunds will be issued to the original payment method only
- Shipping fees are non-refundable, unless the return is due to our error
7. Exchanges
- Exchanges are subject to product availability
- If unavailable, a refund will be issued instead
- Contact our team to arrange an exchange request
8. Damaged, Defective, or Incorrect Items
If you receive a faulty or incorrect item:
- Notify us within 48 hours of delivery
- Provide clear photos/videos for verification
We will arrange a replacement or full refund, including shipping if applicable.
9. Late or Missing Refunds
If your refund hasn’t been received:
- Check your bank or payment method
- Contact your payment provider (processing times may vary)
- If still unresolved, email us at support@souqdxb.com
10. Order Cancellations
- Orders can only be cancelled before dispatch
- Once shipped, cancellations are no longer possible
- You may proceed with a return after delivery if eligible
11. Compliance with UAE Law
This policy is aligned with applicable UAE consumer protection regulations. Nothing in this policy affects your statutory rights under UAE law.
12. Contact Us
For any questions or assistance:
