Refund policy

Last updated: September 14, 2026

At Souq123, we want you to shop with confidence. If your order arrives damaged, defective, incorrect, incomplete, or materially different from the product description, please contact us so we can review the issue and provide an appropriate solution.

1. Eligible Issues

You may contact us if:

  • The product arrives damaged or defective.
  • You receive the wrong product or variant.
  • Your order is incomplete or missing an item.
  • The product is materially different from its description.
  • The product has a manufacturing or functional defect upon delivery.

All requests are subject to verification and applicable UAE consumer protection laws.

2. How to Report a Problem

Please contact us as soon as possible, preferably within 24–48 hours of receiving your order.

To help us resolve your request quickly, please provide:

  • Your order number.
  • Your name and contact details.
  • A clear description of the issue.
  • Clear photographs showing the product and any damage.
  • A clear video demonstrating the issue where applicable.

Please keep the product, original packaging, accessories, and other included items until your request has been reviewed.

3. Replacement

Where a product is confirmed to be defective, damaged, incorrect, incomplete, or materially different from its description, Souq123 may arrange a replacement at no additional product cost, subject to product availability and the circumstances of the case.

The replacement process may require the original product to be returned for inspection.

If the same product is unavailable, we may provide an appropriate alternative or another remedy in accordance with applicable law and the circumstances of the order.

4. Product Condition

For approved replacement requests, the product should normally be returned with its original packaging, accessories, and included items.

This requirement will not prevent a valid claim where the condition of the product or packaging makes this impossible, or where applicable law provides otherwise.

5. Change of Mind

Change-of-mind returns are not normally accepted for our products unless otherwise stated on the product page or required by applicable UAE law.

This does not affect any consumer rights that cannot legally be excluded or restricted.

6. Refunds

Our standard resolution is replacement where an eligible product issue is confirmed.

Where a refund is required or agreed based on the circumstances of the order or applicable UAE consumer protection requirements, the refund will be handled through an appropriate method.

For Cash on Delivery (COD) orders, our support team will explain the applicable refund process and any information required from you.

7. Requests That May Not Qualify

A replacement or refund may not be available where the issue is caused by:

  • Misuse, negligence, or accidental damage after delivery.
  • Unauthorized modification or repair.
  • Normal wear and tear.
  • Damage caused by using the product contrary to its instructions.
  • Failure to provide sufficient information or evidence to verify the issue.

These limitations do not override rights provided to consumers under applicable UAE law.

8. Inspection and Verification

Souq123 may request photographs, videos, or the return of the product to verify the reported issue before approving a replacement or other remedy.

The final resolution will depend on the nature of the issue, product availability, and applicable consumer protection requirements.

9. Contact Us

For refund or replacement assistance, please contact us through our Contact Us page or email:

Email: souq1230@gmail.com

Please include your order number in your message so we can assist you more efficiently.