Returns and Refunds

Return policy

This return policy is applicable for customers purchasing the products listed on the platform mysouq.com.

Products eligibility for returns:

Mysouq.com allows you to return eligible products within 14 days of receiving them. Our Quality Control (QC) team thoroughly investigates the return request, considering both the seller's and the customer's history. This helps us validate return claims, identify any issues, and take appropriate action. Based on our investigation, we either return the product to the customer if no issue is found or return it to the merchant if a valid customer return reason is identified.

It may take up to 1 to 3 days, depending on your location, for a returned product to reach us. Once the item arrives at our fulfillment center, please allow up to 2 business days for our Quality Assurance (QA) team to process the return. After the return is processed, the refund may take 7 to 14 business days to be credited. Products eligible for return will only be accepted under the following conditions:

Fashion & Apparels

• Apparels such as underwear, lingerie, swimwear, bras, socks, and tights are not eligible for return.
• Apparel products are eligible for return only if they are unused, unworn, unwashed, undamaged, with all labels and tags intact, and in their original packaging.
• Footwear, eyewear, watches, bags, and luggage must be returned in their original packaging with all tags intact.

Jewelry & Accessories

• Jewelry & Accessories are eligible for return only if they are unused, unworn, undamaged, with all labels and tags intact, and in their original packaging.
• All custom made items are non-returnable

Beauty & Fragrance

• The product must be returned in its original packaging, sealed, undamaged, and unopened, with all labels and tags intact.

Electronics

• The product must be returned in its original packaging, sealed, and unopened.

Mobiles

• The product must be returned in its original packaging, sealed, and unopened.
• If the product has been used, the original box has been opened, the seal has been removed, or the phone has been activated, returns will not be accepted unless there is a manufacturing defect.

Gaming and consoles

• The product must be returned in its original packaging, sealed, and unopened.
• If the product has been used, the original box has been opened, the seal has been removed, or the phone has been activated, returns will not be accepted unless there is a manufacturing defect.

Home & Kitchen

• Furniture and large home appliances are not eligible for return.
• Home decor products are eligible for return only if they are unopened and in their original packaging.
• Unwrapped bedding products will not be accepted for return.
• Products that have been used, altered, assembled, or installed will not be accepted unless they are defective.

Toys & Games

• Toys and games that are used, activated, or missing parts will not be accepted for return.

Baby Products

• Hygiene-related products, feeding and training accessories, diapers and accessories, bath care, and medical treatment products are not eligible for return.
• Baby products eligible for return must be returned in their original packaging, sealed.

Grocery

• All Grocery items are non-returnable.

Automotive

• The product must be returned in its original packaging, sealed, and unopened.
• If the product has been used, the original box has been opened, the seal has been removed, or the phone has been activated, returns will not be accepted unless there is a manufacturing defect.
• If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must also be returned.

Tools & Home Improvement

• The item must be returned in its original condition, including all original packaging and materials (manuals, accessories, etc.).
• Any item which is used or damaged will not be accepted for return.

Books

• Books that are eligible for return will only be accepted if they are unused, not torn or damaged, and in their original condition.

Pet Supplies

• Products that are eligible for return must be unused and in their original packaging.
• Perishable goods such as food and supplements cannot be returned.

Stationery & Office Supplies

• The item must be returned in its original condition, including all original packaging and materials (manuals, accessories, etc.).

Arts & Calligraphy and Novelty

• The product must be returned in its original packaging, sealed, undamaged, and unopened, with all labels and tags intact, except for the following:
• Custom or commissioned art pieces, calligraphy, or novelty items are final sale and cannot be returned.
• Personalized items, such as monogrammed or engraved pieces, cannot be returned.
• Fragile or delicate items, such as glass or ceramic pieces, cannot be returned if damaged during shipping.

Sports goods

• Apparel products are eligible for return only if they are unused, unworn, unwashed, undamaged, with all labels and tags intact, and in their original packaging.
• Personalized sports goods, such as customized jerseys or equipment, cannot be returned.
• Special orders, such as custom-made equipment, cannot be returned.