Returns & Refunds

Our Return Policy

At OurSouq, we aim to provide customers with clear and straightforward return and refund options.
Customers should contact OurSouq as soon as a problem is identified and provide the order details and relevant product information.

Damaged or Non-Working Products

If a product is received damaged or is not working, the customer may request a return within 3 days of delivery.

For eligible damaged or non-working products:

• OurSouq will arrange or cover the applicable return shipping cost.
• The product may be returned to our store or through an arranged courier service.
• Depending on the circumstances and product availability, the customer may choose an eligible refund or exchange.

The product may be inspected to verify the reported issue.

Other Eligible Returns

For eligible return reasons other than a product being damaged or non-working, returns may be requested within 30 days, subject to the product-specific return conditions.

For these returns:

• The customer is responsible for applicable return shipping costs.
• The product must meet the applicable return conditions.
• Certain products may have specific return restrictions due to their nature, hygiene requirements, software activation, consumable status or other applicable conditions.

OpenBox Products

OpenBox products are sold with their condition clearly disclosed.

Because OpenBox products may have opened or damaged packaging and may have been used as showroom/display units, customers should carefully review the product description, condition, accessories and warranty before purchase.

OpenBox products remain subject to the applicable return policy stated for the individual product.

Refunds

Where a refund is approved, the applicable refund will be processed according to the payment method and our applicable refund procedures.

Refund timing may vary depending on the payment provider or financial institution.

Exchanges

Where an exchange is approved, replacement availability is subject to stock.

If the same product is unavailable, OurSouq may offer an alternative resolution in accordance with the applicable return policy.

Contact Us

For return or refund assistance, please contact OurSouq with:

• Order number
• Customer name
• Product name
• Reason for return
• Photographs or video where relevant

Please contact us before sending a product back.