Refund Policy

Return Policy for 971 Souq

Effective Date: August 1, 2023

At 971 Souq, we want you to have a satisfactory shopping experience. If, for any reason, you are not completely satisfied with your purchase, we offer a hassle-free return policy to ensure your peace of mind. Please read our return policy carefully, and if you have any questions or concerns, feel free to contact our customer support team. 

  1. Return Eligibility:

1.1. To be eligible for a return, the product must be in its original condition, unused, undamaged, and with all original tags, accessories, and packaging.

1.2. Certain products may be subject to additional manufacturer warranties or return restrictions. Please refer to the product description or contact us for more information.

  1. Timeframe for Returns:

2.1. You have 5 days from the date of delivery to initiate a return for eligible products.

2.2. If the return request is made after the specified timeframe, we may not be able to process the return.

  1. How to Initiate a Return:

3.1. To initiate a return, please contact our customer support team via email or phone. Please provide your order number and a detailed reason for the return.

3.2. Our customer support team will guide you through the return process and provide you with a return authorization number (RMA) if applicable.

  1. Return Shipping:

4.1. For eligible returns within the specified timeframe, we will provide you with a prepaid shipping label or arrange for a pick-up, depending on the nature of the product.

4.2. If the return is due to a change of mind or non-defective reasons, the return shipping costs may be deducted from your refund. However, if the return is due to a product defect or our error, we will cover the return shipping costs.

  1. Inspection and Refunds:

5.1. Once we receive the returned product, our team will inspect it to ensure it meets the return eligibility criteria.

5.2. If the product passes the inspection, we will process your refund within 3 days using the original payment method.

5.3. Refunds may be subject to deductions for any shipping costs, restocking fees (if applicable), or discounts applied to the original purchase.

5.4. In the case of refunds for products purchased with a promotional discount or gift card, the refund amount will reflect the discounted price.

  1. Non-Returnable Items:

6.1. Certain products are non-returnable for hygiene, safety, or other reasons. These include but are not limited to:

   - Personal care products (e.g., headphones, earphones, etc.)

   - Consumables (e.g., batteries, ink cartridges, etc.)

   - Downloadable software or digital products

   - Gift cards or vouchers

  1. Damaged or Defective Products:

7.1. If you receive a damaged or defective product, please contact us immediately, and we will arrange for a replacement or refund, depending on your preference.

7.2. For damaged products, please retain all packaging materials and take photos if possible, as they may be required for the return process.

  1. Cancellations:

8.1. If you wish to cancel your order before it has been shipped, please contact us immediately. If the order has not been processed for shipping, we will cancel the order and issue a full refund.

8.2. If the order has already been shipped, you may initiate a return following our return policy guidelines.

  1. Exchanges:

9.1. We currently do not offer direct product exchanges. If you wish to exchange a product, please initiate a return following our return policy guidelines and place a new order for the desired product.

  1. Contact Us:

For any questions or concerns regarding our return policy, please reach out to our customer support team via:

Email: admin@971souq.ae

Phone: +971 50 465 9971

Working Hours: Mon - Sat: 10:00am - 7:00pm