Return-policy

All products sold on First Souq are returnable unless otherwise specified in the product information. There are some products which may not be refundable in view of the nature of the products.

When you decide to return your purchase, it is accepted within 3 days from the delivery. The following conditions apply:

The product shall be returned in its original packaging, closed, and unopened.

If the product has been used, 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 fails to function because of a manufacturing defect, the original box, product information booklet, and all of accessories shall be returned as well.

When an item is eligible for return, you may submit the return request via “My Orders” page of the First Souq user account. Our returns team will get back to you within 24 hours to verify the claim. After confirmation, we will send a courier to collect the item from you.

You are free to cancel your order from your user account page. If the option to cancel the order is not visible, please contact us by phone or email to request the cancellation of the order. When you decide to cancel the order, do so sooner rather than later.

For better service of ours, it is also necessary to tell the reason for cancellation.

Refunds take 2-4 working days to be distributed after the product is received, inspected, and credited against a return. Refunds will only be issued by the original payment method. Credit/debit card refunds may take up to 14 business days to process. Refunds go to a bank account typically 1-5 business days in the account. Cash on Delivery refunds will be redeemed as a Gift Voucher or Coupon that can be used at First Souq website or mobile applications. Shipping fees are non-refundable.

Where provision of a faulty, damaged or incorrect item was not the reason for initiating the return, the customer will be obliged to pay the relevant charges.