Returns & Refunds

Return & Refund Policy

Clear return conditions, timelines, and refund processing — plus our 14-day money-back guarantee details.

Returns

  • Return window: 14 days from delivery. (Holiday orders Nov 20–Dec 31: 20 days.)
  • Eligibility: unused, original condition/packaging/tags, with proof of purchase.
  • Change-of-mind: the customer is responsible for return shipping costs. If a prepaid return label is provided upon request, the actual label cost will be deducted from the refund.
  • Defective/Damaged/Wrong item: we cover return shipping; no fees.
  • Inspection/restocking: 0% if unopened; up to 25% if opened/used or parts/packaging missing.

Authorization required: Please contact us before returning any item to receive a Return Authorization (RA) and the correct return address.

Refunds

  • How refunds are issued: refunds are sent to the original payment method.
  • Processing time: issued within up to 14 business days after inspection and approval.
  • Updates: you’ll receive confirmation once your return is approved and refunded.
  • Need help? Email contact@souqalkhamies.com with your order number.

If you have questions about your eligibility or return shipping options, contact us and we’ll guide you step-by-step.

14-Day Money-Back Guarantee Included

Full money-back within 14 days of delivery on eligible items if you’re not completely satisfied.

  • Condition: item must be unused, in original packaging with tags, and include proof of purchase.
  • Change-of-mind: return shipping may be free or charged depending on the return reason and destination. If a prepaid label is provided, the actual label cost may be deducted from the refund.
  • Defective/Damaged/Wrong item: we cover the return shipping — no fees.
  • Inspection/restocking: 0% if unopened; up to 25% if opened/used or parts/packaging are missing.

Notes: Guarantee applies to first-time purchases and excludes sale/discounted items. Your statutory rights (e.g., EU withdrawal) remain unaffected.

How it works Fast & simple

  • Contact us: email contact@souqalkhamies.com with your order number.
  • Review: allow 2–3 business days for assessment.
  • Approval: we’ll send a Return Authorization (RA) and the return address.
  • Refunds: issued to the original payment method within up to 14 business days after inspection and approval.
  • Window: submit your request within 14 days of delivery.
  • Holiday window: orders placed between Nov 20 – Dec 31 may be returned within 20 days of delivery.

Exclusions

  • Sale items and purchases with discount/promo codes
  • Gift cards
  • Personalized/custom items, perishable goods, and hazardous materials

If you need help at any step, we’re here: contact@souqalkhamies.com