Refund & Return
At Souq Alwan, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return within 3 days of receiving your order.
To be eligible for a return, the product must be unused, in its original condition, and in its original packaging. Products that are damaged due to misuse or normal wear and tear are not eligible for return.
Once the returned item is received and inspected, we will process a replacement or refund as applicable.
For return requests, please contact our customer support team within 3 days of delivery.
To complete your return, we require a receipt or proof of purchase.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email or contact Souq Alwan on WhatsApp.
Shipping returns
To return your product, you should contact the team on WhatsApp.
You will be responsible for covering the shipping costs associated with returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from the refund amount.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact the SOUQ ALWAN WhatsApp team for questions related to refunds and returns.