Refund and Return Policy

Refund & Return Policy

At Souq Al Emara, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.

1. Returns Eligibility

You may request a return or exchange if:

• The item received is damaged, defective, or incorrect
• The request is made within 7 days of receiving your order
• The item is unused, in its original packaging, and in the same condition as received

We reserve the right toرفض returns that do not meet these conditions.

2. Non-Returnable Items

The following items cannot be returned or refunded:

• Used or worn products
• Items without original packaging
• Personal care or hygiene items (if opened)
• Items purchased on clearance or sale (unless defective)

3. Refund Process

Once your return is approved and received:

• We will inspect the item
• If approved, your refund will be processed within 5–10 business days
• Refunds will be issued to your original payment method

Please note: Shipping charges are non-refundable unless the return is due to our error.

4. Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need an exchange, please contact us with proof (photos/videos).

5. Return Shipping

• Customers may be responsible for return shipping costs unless the item is defective or incorrect
• We recommend using a trackable shipping method, as we are not responsible for lost returns

6. Order Cancellation

Orders can only be canceled within a limited time after placing them. Once the order is processed or shipped, cancellation is not possible.

7. Late or Missing Refunds

If you haven’t received your refund:

• Check your bank account again
• Contact your payment provider (processing times may vary)
• If the issue persists, contact us for assistance

8. Contact Us

For any return or refund requests, please contact our support team through our website with your:

• Order number
• Reason for return
• Supporting images (if applicable)