Refund and Returns Policy

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 to verify and initiate the warranty process.

2. Open Box and Used Products

We offer a variety of open box and used products. 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.

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 3 to 4 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!