FREQUENTLY ASKED QUESTIONS

The most common questions

Q: I received a defective / damaged product, can I get it refunded?

If the product you received is damaged or if it is defective, you can return the product within 30 days from the date it was received, provided that it is in the same condition that you received it with the original box intact and / or the package intact, once we receive the returned product, we will examine it, and if any If the product is defective or damaged, we will refund the value of the product paid with any shipping fees that have been paid within one week from the date of your request to return the product.

Q: I received a wrong item, how do I return it?

In the unusual circumstances where the product received is wrong, you can return the product in the same condition that you received it with the original box intact and / or the package intact. Once we receive the returned item, we will refund the amount as long as the return is made within 14 days.

Q: When is a “return” not possible?

There are some situations where it can be difficult for us to support returns:

If the return is requested outside the specified time frame of 14 days or 30 days for defective or non-conforming products from the day of receipt.

If the product is used, damaged or not in the same condition that you received it.

Certain non-returnable categories such as underwear, cosmetics, socks … etc.

Defective products covered by the manufacturer’s warranty

Any consumable product that has been used or installed.

Products bearing a serial number that has been tampered with or was fake.

Anything missing from the package you received including price tags, stickers, original packaging, complimentary accessories and accessories.

Fragile and personal hygiene products

Q: I changed my mind; Can I return what I bought?

If you change your mind before receiving your product, just contact us to cancel your order and we will refund the amount paid with any shipping fees applicable, but if you want to return the product after receiving it, you have up to 14 days to return it, subject to the rules mentioned below:

The product should not be in the “non-returnable products” list.

The product should not be from the liquidation goods and it is clearly stated that it is not subject to return.

Only products whose “retail packaging” has never been opened (closed box / riveted) and still have their original seal can be returned.

Q: What products cannot be returned?

Products that cannot be returned are:

The product should not be from the liquidation goods and it is clearly stated that it is not subject to return.

When the offer notes specifically state that the product cannot be returned.

Products that fall under the below mentioned types:

Underwear

underwear

Socks

Software

Music albums

Books

Swimwear

Cosmetics and perfumes

Women’s socks

Also, any consumable products that have been used or installed cannot be returned. As described in the Consumer Protection Law and its implementing regulations and in the Non-Returnable Products section.

Q: How long does it take to receive a returned product?

Usually, a shipping company representative will contact you within 3-5 days from the day you requested the return.

Q: Can I make an appointment with the shipping company to return an item?

At the moment, you will not be able to contact the shipping company directly. However, once a shipping company’s representative calls you to receive the product, you can provide him with your preferred time.

Q: Can I return my product after 14 days?

There may be situations where you are not able to return products within 14 days. In these cases, please contact our customer service team at (19932) or through the “Contact Us” page to file a complaint. Complaints are dealt with on a case-by-case basis. However, all returns accepted in accordance with consumer protection laws must be within the time limit.

Q: How can I get a refund if my payment method is a credit card?

If you paid by electronic means (credit or debit card), the amount paid will be refunded to your card. The amount paid may take up to a month to appear on your card account statement or cashU, depending on how long the bank takes to complete this process.

Q: I paid using the “Cash on Delivery” service, how will I get my money back?

If you have paid via the “Cash on Delivery” service, the amount will be refunded in the form of a Souq credit and it will be added to your Souq wallet. You can then use the Souq credit to either make new purchases on Souq.com or simply transfer the balance to Your personal bank account.

For security purposes, the name on the bank account must be the same as the name on your Souq wallet and account.

Making a purchase that is less than or equal to the available balance in the Souq wallet:

If the total amount of the new purchase, including the shipping fee, is less than or equal to the available balance in the Souq wallet, the system will inform you that there is sufficient balance in the Souq wallet. You will then need to click on “Submit Order” and the new purchase amount will be deducted from your available balance.

Purchasing more than the available balance in the Souq wallet:

If the total amount of the new purchase including shipping fees is more than the available balance in the Souq wallet, you will need to choose a credit card payment method.

Q: Can I exchange or change a product instead of a refund?

At this time, Souq.com does not support an exchange or product exchange policy; However, you can still return the product and get a full refund.

Q: I lost the original box in which I received the product, how can I return it?

We accept returning the product only if it is in its original unopened box or packaging with all stickers and barcodes on it, but in this case, please check the help center for more information.

Q: What does “Retail Packaging” mean for a product that has never been opened (closed box / riveted)?

It means that the product is new, unused, unopened, undamaged, and in its original package. The package must be the same when it was delivered to you.

Q: Can I return an item through my delivery company or have it personally delivered anywhere?

Currently, the product can only be returned to us through one of our shipping companies.

Q: Who pays the shipping fees when returning an item?

You can return the product for free within 14 days and 30 days for products that are defective or not in conformity with the specifications from the date of delivery, as Sharm.com takes care of all shipping fees.

Q: Where can I find the prepaid shipping label / Bill of Lading?

Once a return request has been submitted, the prepaid shipping label / bill of lading will be emailed to you to ensure that the product can be returned for free.

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We receive requests through the website www.souqsharm.com or through the mobile application Sharm.com


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