At Online Souq, Customer satisfaction is our priority. If you are not fully satisfied with your purchase, please review our return and refund policy below to understand how to return or exchange your item.
Return Period & Eligibility
- You have 7 days from the date of receipt to request a return or refund. Returns are only accepted if the product is:
- Defective
- Damaged
- Significantly different from the product description
To be eligible for a return, the item must meet the following conditions:
- Unused and in its original condition
- In the original packaging
- Include all tags, manuals, and accessories
How to Return
To initiate a return, please follow these steps:
- Contact Customer Support: Email us at info@onlinesouq.ae to ensure eligibility and arrange the return process.
- Return Approval: A customer support representative will review your request and provide further instructions.
- In-Person Returns: Available at our return address. Please obtain approval before visiting.
Return Address: Online Souq, Noor Al Falah Supermarket L.L.C, Al Wahda Street - Abu Shagara - Hay Al Qasimiah - Sharjah UAE
Refunds
Once we receive and inspect your returned item:
- If approved, your refund will be processed to your original payment method within 7-10 business days.
- Shipping and handling fees are non-refundable unless the return is due to an error on our part (e.g., incorrect or defective products).
Exchanges
We offer exchanges for defective or damaged products, depending on availability. For exchanges, please contact our customer support team.
Restocking Fee
A restocking fee of up to 10% of the product price may apply for returns that do not meet eligibility criteria. This applies to:
- Opened or used products
- Products without original packaging, tags, or accessories
Exceptions & Non-Returnable Items
Certain items are non-returnable due to hygiene, safety, or customization reasons, including:
- Used or opened products
- Baby care and hygiene items (e.g., diapers, feeding accessories)
- Custom or personalized products
- Perishable goods
- Items missing original packaging or accessories
Reporting Damaged or Missing Items
Please inspect your order as soon as it arrives. Any issues with damaged or missing items must be reported within 2 business days from the date of delivery to qualify for a refund or replacement.
Limited Liability
Online Souq is not responsible for:
- Personal items left inside returned merchandise
- Incidental damages during transit or handling
Our responsibility is limited to the monetary value of the returned product.
Contact Us
For any inquiries or assistance related to returns and refunds, feel free to reach out to us:
- Email: info@onlinesouq.ae
- Business Address: Online Souq, Noor Al Falah Supermarket L.L.C, Al Wahda Street - Abu Shagara - Hay Al Qasimiah - Sharjah UAE
