OUR CUSTOMER POLICY – Warranty / Shipping / Delivery / Exchange & Refund
At OurSouq, we value your trust and aim to provide you with the best shopping experience possible. To ensure transparency and clarity, here are some important points you should know:
1. Warranty process
We offer a 60-day warranty starting from the day you receive your goods for every product purchased online. If a product exhibits physical damage or manufacturing defects during this warranty period, please contact OurSouq’s sales team or call +971 50 629 7960 to verify and initiate the warranty process.
2. Open Box Products
We offer a variety of open box products. They are not used products, but since their original packing has been damaged or removed for showroom display these products are categorised as open Box (and are offered at a very competitive price). To ensure that you know exactly what you’re getting, our authorized sales representative will send you pictures of the product before it is shipped to you. If you are not satisfied with the received product you can return the product within 3 days of receipt and we will return your payment in full and we will cover the return shipping cost.
3. Product Presentation
Please note that the actual product packaging may vary from what is displayed on our website. We want to assure you that the product’s quality remains our top priority.
4. Delivery Timeframe
We understand the importance of timely delivery. Your order will typically be delivered within 2 to 3 working days, so you can enjoy your purchase as soon as possible.
5. Communication on Delivery Delays
If there are any unexpected delays in the delivery of your order, our dedicated sales team will keep you informed. Your designated sales representative will personally reach out to you to provide updates.
6. Returns
We provide a 60-day warranty from the date of purchase. Within the first three days of receiving the product, if you wish to claim a warranty and request a cash refund, we will cover the return shipping cost. However, after this initial three-day period, we only offer product exchanges, and cash refunds are not applicable.
7. Pickup Option
For added convenience, if you’ve placed an order through our website or any other source, you also have the option to personally pick up your product from our shop in Al Qusais, Dubai.
8. Payments
For website orders, payment should be made to the courier delivery person at the time of delivery if you have selected the “cash on delivery” option.
At OurSouq, we are committed to providing you with quality products at affordable prices, both online and in our physical store. If you have any questions or need assistance, please don’t hesitate to contact our customer service team.
Thank you for choosing OurSouq as your trusted shopping destination!