Refund policy

Last Updated: September 2026

At Dubai Souq, we want our customers to have a smooth and satisfactory shopping experience. If you receive a damaged, defective, incorrect, or significantly different product, please contact us and our team will assist you.

Return Eligibility

You may request a return within 7 days of delivery if:

The product arrives damaged or defective.
You receive the wrong product.
The product is significantly different from its description.
The product has a manufacturing defect.

Returned products should be unused and, where applicable, returned with their original packaging, accessories, tags, and other included items.

Non-Returnable Products

Certain products may not be eligible for return for hygiene, safety, or other reasons, including:

Used personal-care or hygiene products.
Opened cosmetics and beauty products.
Products damaged through customer misuse.
Products specifically marked as non-returnable.
Digital products or gift cards, where applicable.

Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect item, please contact us within 48 hours of delivery.

Please provide:

Order number.
Photos of the received product.
Photos of the packaging.
A short description of the problem.

Our team will review the request and provide the appropriate solution.

Refunds

Once an approved return has been received and inspected, we will notify you about the outcome.

If a refund is approved, it will generally be processed through the original payment method. The time required for the funds to appear may depend on your bank or payment provider.

For Cash on Delivery orders, we may request appropriate bank or payment details to process an eligible refund.

Return Shipping

If the return is caused by a defective, damaged, or incorrect product, Dubai Souq will determine the appropriate return-shipping arrangement.

For other approved returns, return shipping charges may apply.

Exchanges

Product exchanges may be available depending on product availability. If the requested replacement is unavailable, we may offer an alternative solution or refund where applicable.