Return Policy

Effective Date: November 20, 2024

At Souq Sadeem, we strive to ensure a positive shopping experience for all our customers. This Return Policy outlines the terms and conditions for returning products purchased through our marketplace (www.souq-sadeem.com). By using our platform, you agree to the terms detailed below.

1. Eligibility for Returns

You can request a return under the following conditions:

1. The item is defective, damaged, or not as described by the seller.
2. The return request is made within 7 days of receiving the product.
3. The item is in its original condition, unused, and includes all original packaging and accessories.

2. Items Not Eligible for Return

The following items are not eligible for return:

1. Perishable items such as food or live animals.
2. Customized or personalized products.
3. Items marked as "final sale" or "non-returnable."
4. Products damaged due to misuse or mishandling by the customer.

3. Return Process

To initiate a return, follow these steps:

a. Contact the Seller

• Log in to your account and contact the seller directly through the platform’s messaging system.
• Provide details of the issue and any relevant photos of the product.

b. Await Seller Response

• The seller has 48 hours to respond to your return request.
• If no response is received, contact Souq Sadeem's support team at info@souq-sadeem.com.

c. Return Approval

• Once approved, the seller will provide instructions for returning the product.
• The return must be completed within 7 days of approval.

4. Refunds

Refunds are processed as follows:

1. Method of Refund

   • Refunds will be issued to your original payment method.
   • For cash-on-delivery payments, refunds will be provided as store credit or via bank transfer.

2. Refund Timeline

   • Refunds are typically processed within 10 business days after the returned item is received and inspected.

3. Shipping Costs

   • If the return is due to a seller’s error (e.g., defective or incorrect item), the seller will cover return shipping costs.
   • For other reasons, return shipping costs may be deducted from your refund.

5. Cancellations

You can cancel an order if:

1. The seller has not yet shipped the product.
2. Cancellation requests are made within 24 hours of placing the order.

6. Dispute Resolution

If a return or refund issue is unresolved:

1. Contact Souq Sadeem’s support team at info@souq-sadeem.com.
2. Provide order details, communication records with the seller, and any supporting evidence.
3. Souq Sadeem will mediate to resolve the dispute fairly.

7. Changes to the Return Policy

Souq Sadeem reserves the right to update this Return Policy at any time. Changes will be effective upon posting on our website. Continued use of the platform indicates acceptance of the updated policy.

8. Contact Us

For any questions or assistance with returns, please reach out to us:

• Email: info@souq-sadeem.com
• Location: Dubai, Al Aweer
• Support Hours: Saturday to Thursday, 9:00 AM to 5:00 PM

Thank you for choosing Souq Sadeem. We are committed to making your shopping experience seamless and enjoyable!

Last Updated: November 20, 2024