Refund policy
My Souq – Refund & Return Policy
Last Updated: 25-02-2026
At My Souq, we want you to have a smooth and satisfying shopping experience. If you are not completely satisfied with your purchase, please review the following Return & Refund Policy before requesting a return or refund.
1. Returns
Eligible products may be returned within 7/14 days of delivery, provided that the product:
- Is unused and in its original condition.
- Is in the original packaging, where applicable.
- Includes all accessories, tags, manuals, and other items supplied with the order.
- Has not been damaged, altered, washed, used, or improperly handled.
Certain products may be subject to different return conditions due to their nature.
2. Non-Returnable Products
For hygiene, safety, and other applicable reasons, certain products may not be eligible for return, including:
- Personal hygiene and beauty products that have been opened or used.
- Cosmetics, perfumes, and similar products after opening or use.
- Products that are customized or made specifically for the customer.
- Items damaged due to misuse, improper handling, or normal wear and tear.
- Products clearly identified as non-returnable at the time of purchase.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs or videos showing the product and its packaging.
After reviewing your request, we may offer a replacement, return, refund, or another appropriate solution, depending on the circumstances.
4. How to Request a Return
To request a return, please contact our customer support team with your order number and reason for the return.
Our team will review your request and, if approved, provide you with the return instructions.
Please do not send products back without receiving return instructions from us first.
5. Return Shipping
Return shipping costs may vary depending on the reason for the return.
If the return is due to receiving an incorrect, defective, or damaged product, My Souq may arrange or cover the applicable return delivery costs, subject to verification.
For returns due to a change of mind or other customer-related reasons, the applicable return delivery costs may be deducted from the refund or paid by the customer.
6. Refunds
Once an approved return has been received and inspected, we will notify you regarding the status of your refund.
If your refund is approved, the amount will be processed using the applicable payment method or another agreed method where appropriate.
The time required for the refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.
8. Contact Us
For replacement requests or assistance, please contact us:
Store Name: My Souq
Email: mysouqsa780@gmail.com
WhatsApp: +447882512383
By placing an order on our website, you agree to this Refund & Return Policy.