Delivery & Return


General Terms:


       i.         Definitions: In these terms and conditions, "we," "our," or "the Company" refers to Firstsouq and "you" or "the customer" refers to the user of this website.

      ii.         Acceptance of Terms: By using this website, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions.


Product Information:


      I.         Accuracy: We strive to provide accurate product descriptions, images, and pricing. However, we do not warrant that the information is error-free, complete, or current.

     II.         Availability: Product availability is subject to change without notice. In the event of an item being out of stock, we will refund or replace it at our discretion.


Ordering Process:


      I.         Order Placement: To place an order, you must create an account, select the desired product, provide accurate information, and complete the payment process. The order is considered confirmed upon our acceptance.

     II.         Order Cancellation: You may cancel your order before it has been shipped. A cancellation fee may apply, and refunds will be processed according to our refund policy.


Pricing and Payment:


      I.         Pricing: All prices displayed on our website are in UAE Dirhams (AED) with an option of other currencies and are inclusive of applicable taxes. Shipping costs and any additional charges will be specified during the checkout process.

     II.         Payment Methods: We accept various payment methods, including credit/debit cards, bank transfers, and cash on delivery (where available). Additional terms and conditions may apply to specific payment methods.


Shipping and Delivery:


      I.         Delivery Areas: We offer shipping within the United Arab Emirates. Some remote areas may have different delivery periods.

     II.         Delivery Methods: We provide various shipping methods, and estimated delivery times will be indicated during the checkout process. Delivery times are approximate and may be subject to delays beyond our control.

    III.         Delivery Period: regular delivery period is 24 – 48 hours depending on the delivery confirmation message.

   IV.         Express Delivery: Express delivery option is available for a premium depending on the delivery location. Express items are delivered with 4 – 8 Hours and the cut – off time is 3 pm.

    V.         Delivery attempts: The shipment will be attempted for delivery three times before it is returned to the main warehouse. If the client wishes to arrange for an additional attempt, they can contact our team to schedule a specific date and time within a week from the last attempt. A failure in this attempt will cause a canceled order.

   VI.         Responsibility: We are responsible for shipping the products to the specified delivery address.

 VII.         Delays: While we strive to deliver products within the estimated timeframes, delays may occur due to unforeseen circumstances, such as weather conditions or logistical challenges.


Returns and Refunds:


      I.         Return Policy: If you receive a defective, damaged, or incorrect item, please contact our customer support within 15 days of receipt to initiate the return process. Return requests beyond this period may not be accepted.

     II.         Return condition: The product should be returned in the same condition as when it was received (with the original brand /manufacturer box or packaging, and, if applicable, any user manual, warranty card and all accessories).

    III.         For Computers, Laptops, Tablets and Mobiles, before returning items on which you've saved personal information, remove all passwords or security locks from the device and erase the information stored on the device. For Apple devices, iCloud account should be signed out/erased and all personal data be removed.

   IV.         For defects identified outside the 15-day return period, in any electronic device such as (Computers, Laptops, Tablets, Mobiles Audio and Video Products) you can also avail the manufacturer warranty as communicated on product details page.

    V.         Refunds: Refunds will be processed after we receive and inspect the returned item. We reserve the right to offer a replacement, store credit, or a refund to the original payment method, as deemed appropriate.

   VI.         Return Shipping: Return shipping costs for eligible returns will be borne by us. Instructions for return shipment will be provided by our customer support team.


Limitations of Liability:


      I.         Disclaimer: We are not liable for any indirect, consequential, or incidental damages arising from the use of our products or this website. We do not guarantee the suitability, reliability, or accuracy of the information provided.

     II.         Indemnification: You agree to indemnify and hold us harmless from any claims, losses, or liabilities arising from your use of the website or violation of these terms.


Intellectual Property:

      I.         Ownership: All intellectual property rights, including logos, trademarks, and content displayed on this website, are owned by us or our licensors.

     II.         Use Restrictions: You are prohibited from using our intellectual property.

Exchange or Return of Goods

Applicability of the return policy 

This return policy is applicable for customers purchasing the products from seller listed on 


Products eligible for return 

Products eligible for returns will only be accepted under the following conditions


Electronics and Mobiles 

The product must be returned with the original packaging, sealed, and unopened.


If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you unless there is a manufacturing defect.


If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must also be returned.


Home & Kitchen 

The product must be returned with the original packaging, sealed, and unopened.


Products that have been used, altered, assembled, or installed will not be accepted unless they are defective.


If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must be returned too. 


Terms and conditions for accepting returns 

The product must be returned with the original packaging, sealed, and unopened.


If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you


For all the products having warranty tag- refer to seller warranty or manufacturing defect of the products, customer will have to contact directly to the service center of the seller/manufacturer, as the case may be, such products are not accepted for returns by Firstsouq


A product will not be accepted as returned until it has been notified to the customer that it is accepted for return.


Only the products covered in above terms will be considered for return.


Return window 

Unless otherwise specified, Firstsouq offers a return window of fifteen (15) days from the date of receipt of the shipment by you, in case of returnable products.



Process upon receiving return request 

It may take up to one week based on your location for a product to reach us once you return it. Once the item reaches our fulfillment center, allow for up to two (2) business days for us to receive and process your returned product. After the return is processed, it may take up to seven (7) to fourteen (14) business days for the refund to get credited to your credit card or your Firstsouq wallet if you paid in cash. Your refund is subject to the condition of the returned product.


General conditions applicable to all returns 

Firstsouq shall reserve the right to return a product to the customer if the product returned does not meet any of its guidelines or conditions. The customer shall not be entitled to any refund if the product is not eligible for return. In case the applicable attempts of delivery are unsuccessful, we will hold the product for three (3) business days only in our delivery hub. The customer can raise a request for another attempt with our customer care team within three (3) business days post the last notified attempt. If we receive the request from the customer for another attempt within three (3) business days post the last notified attempt, we can arrange the last attempt for delivery within two (2) business days otherwise the item will be sent for liquidation and the customer won’t be able to request for the delivery of the product again.

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