Returns & refunds
First Souq wants you to be happy with every purchase. This policy explains how to return an item bought on our website or app, and how refunds work. It follows UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, and does not limit any right that law gives you.
Return window
• You can request a return within 7 calendar days , counted from the day the order is delivered.
• Requests open from My Orders once the order shows as delivered.
• A product that is faulty, damaged in transit, wrong or not as described is handled under its warranty and UAE consumer law, also after the return window. We inspect it first and then repair, replace or refund it, depending on the result.
Conditions for a change-of-mind return
If you simply changed your mind, the item (new, renewed or used) must come back:
• unused and in the same condition you received it, with all accessories, manuals, gifts and the original box;
• without scratches, marks or signs of use;
• signed out of any personal accounts (Apple ID / iCloud, Google, Samsung) with Find My / activation lock turned off and your personal data removed. Our preparation guide explains how.
For hygiene and data-security reasons we cannot accept change-of-mind returns of opened in-ear headphones, screen protectors that were applied, gift cards, software licences or digital codes, unless they are faulty.
Faulty, damaged or wrong items
• Check your parcel on delivery. If the box is crushed or opened, or the item is wrong or missing parts, tell the courier and contact us within 48 hours with photos and your order number.
• If a device develops a fault, contact us. We inspect it and, depending on the result, repair, replace or refund it in line with the warranty shown on the product page.
• For faulty, wrong or not-as-described items we pay the return shipping .
How to request a return
• Go to My Orders , open the order and choose Request a return .
• Select the item(s) and the reason, and add photos where asked.
• We review the request and confirm the pickup or drop-off arrangements. Please do not send an item before we confirm.
• Pack the item securely in its original box with everything that came with it, and hand it over on the date we agree with you.
You can also start a return on WhatsApp (+971 55 882 3169) or by email at info@firstsouq.com.
Return costs
• Faulty, wrong or not-as-described items: we pay the collection and refund the original delivery fee.
• Change-of-mind returns: the original delivery fee is not refunded, and the collection cost is paid by you or deducted from the refund. We tell you the amount before we arrange the pickup.
• If a returned item does not meet the conditions above, we contact you before doing anything. We either send it back to you (and tell you any delivery charge first) or agree a partial refund with you.
Inspection
Every returned item is inspected, usually within 3 working days of reaching us. We tell you the result.
Refunds
• Amount: we refund the price you actually paid for the returned item, after any discount or coupon applied to it, including VAT. Delivery fees follow the rules under Return costs.
• Card payments: refunded to the same card. We issue the refund within 5 working days of a passed inspection; your bank may take a further 5–14 working days to show it.
• Cash on delivery: refunded by bank transfer to an account in your name, or as store credit if you prefer, after the inspection is passed.
• Store credit: you can choose store credit instead of a refund to your card. It is added to your account when the refund is issued, not before, is valid for 180 days and can be used on orders placed from the same account.
Exchanges
If you would like a different colour, capacity or model, return the item and place a new order, or ask our team on WhatsApp to arrange an exchange where stock allows.
Cancelling an order
You can cancel an order free of charge before it is shipped, from My Orders or by contacting us. Any amount paid is refunded in full to the original payment method.