Souq-me.com offers a 15-day return period, except for the grocery products (below more details), from the day the product has been delivered to you, as long as the product being returned is not part of our non-returnable list of products (list below), and as long as it meets our return policies (explained below).
For details on how to submit a return request and our return process, refer to the section at the end of this article.

Limited and Conditional 7-Day Return Policy For Grocery Items

All Grocery items sold on Souq-me have a limited 7-day return policy period for the following product types, ONLY if you received a wrong or damaged product:
• Food and Beverages
• Household goods

Conditions for non-returnable products

You cannot return the below unless the product was received damaged or if you received the wrong product. In this case, you are required to return the item unopened and in its original packaging.

List of Non-Returnable Products

o Products that are classified as hazardous materials or use flammable liquids or gases.

o Food and Beverages

o Household Goods

o Digital Books and Software

o Swimwear

o Hosiery and Socks

o Underwear and Lingerie

o Beauty and Health products

o Contact Lenses

o Hygiene related and personal care products and certain baby products (e.g. tethers, diapers, hygiene tissues, feeding related products)

o Music, Video Media (DVD/CD/Blu-ray, etc…) and Video Games

o Music Albums

o Books

o Furniture and large home appliances

o Home decor products are accepted for return only if the product is unopened, free from any damage and must be in the original packaging.

o Unwrapped bedding products will not be accepted for return.

o Or any product not from the above categories but still displaying a No-return policy

Which Products Can Be Requested for a Return

You can submit a return request for a product as long it does not fall into the “Non-Returnable” list of products, explained above.

You can return an item if:

  • You have received a wrong product.
  • You have received a product that is not as described on the site.
  • You have received a damaged product.

For Valid returns, please consider the below conditions:

  • Make sure the product is unused, in original, unbroken packaging, including all booklets, accessories and untampered tags and serial numbers.
  • Do not open the product’s original packaging if you realized it is a wrong product, damaged, different from description or picture displayed, or if you suspect it is counterfeit.
  • If the product has been used, installed or the product’s original box was opened and the original seal was removed, the return will be declined, and the product will be returned back unless there is a manufacturing defect.
  • Products that have been used, altered, assembled, or installed will not be accepted unless they are defective.
  • Return request should be submitted for the entire quantity of the ordered product, as partial quantity return is not available.

Return Process

Step 1: Submit Your Return Request

Submit your return request by visiting your order details page in your customer dashboard.

Step 2: Initial Merchant Decision

Your return request is electronically reviewed by the merchant you bought the item from.

  • If Rejected: if you think your return request is valid, you can communicate with the merchant from your customer dashboard for re-consideration, or you raise a dispute to Souq-me.com team to intervene.
  • If Approved: this will be an initial approval until we collect the item from you to send it back to the merchant for physical inspection and further approval/rejection decision.

Step 3: Product Collection

Our courier will contact you to schedule a time to pick up the product from you

and deliver it back to the Merchant you bought it from.

Step 4: Merchant Final Review and Decision

The merchant will physically inspect the returned item.

  • If Rejected: if you think your return request is valid, you can communicate with the merchant from your customer dashboard for re-consideration, or you raise a dispute to Souq-me.com team to intervene.
  • If Approved: you will be notified by email.
    • Refund to Card: the refund will be made to your credit card in the event you have paid for your order by card
    • Refund to Wallet: the refund will be made to your noqodi wallet in the event you have paid for your order by COD (Cash on Delivery). You can reuse the credit in your wallet for future purchases on Souq-me.com

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