Terms & conditions
These terms apply to every purchase from the First Souq website and app, operated by First Souq in the United Arab Emirates. By placing an order you agree to them. They are read together with our Returns & refunds , Shipping & delivery and Privacy policies, and with UAE law, including Federal Law No. 15 of 2020 on Consumer Protection and Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means.
Accounts
• You need an account to place an order, and you must be 18 or older to open one. Someone under 18 can only buy through a parent's or guardian's account; the parent or guardian places the order and is responsible for it.
• Keep your account details accurate and your password private. You are responsible for orders placed from your account.
• Do not misuse the store, for example by placing fake orders, reselling in bulk without our agreement or trying to access other accounts.
Products
• We describe each product, its condition (new, renewed or used), version and warranty on its page as accurately as we can. Photos are for illustration; colours may look slightly different on screen.
• Regional versions: labels such as International or Middle East describe the market a phone was made for and can cover several model numbers. SIM setup (eSIM / nano-SIM), FaceTime availability, network bands, box contents and warranty can differ; the option you choose is shown on the product page and in your order details.
• Products are sold for personal use. Quantities per order may be limited.
Prices and payment
• Prices are in UAE dirhams (AED) and include 5% VAT. Delivery fees are shown before you pay.
• We accept only the payment methods listed at checkout. Card payments are processed by our licensed payment provider.
• If a product is listed at an obviously wrong price because of a technical error, we will contact you before shipping and you may cancel for a full refund.
How an order is formed
• Order received (status Pending or Pending payment): we send you a confirmation with your order number. This is not yet an acceptance.
• Order accepted (status Confirmed): we have checked stock and payment. The contract between us is formed at this point.
• Order dispatched (status Shipped): the courier has your parcel.
• Before acceptance we may decline an order if the item is out of stock, the payment fails or is suspected to be fraudulent, or the address is outside our delivery area. Any amount paid is refunded in full.
• You can cancel free of charge until the order ships.
Delivery and ownership
Delivery terms are in our Shipping & delivery policy. Ownership and risk pass to you when the order is delivered to you or your chosen recipient.
Returns and warranty
• Returns are covered by our Returns & refunds policy (7 calendar days from delivery for change-of-mind returns).
• Each product page states which warranty applies. Manufacturer warranty claims are handled by the manufacturer or its authorised service centre; we help you start the claim. Seller warranty claims are handled by us.
• Warranty does not cover damage from misuse, liquid, drops, unauthorised repair or normal wear. Your statutory rights under UAE consumer law are not affected.
Other services
Services such as device repair and trade-in, when they are offered, have their own conditions, shown on the service page and in the request form before you confirm.
Liability
We are responsible for supplying products as described and for the rights you have under UAE law. Apart from that, our liability for any order is limited to the amount you paid for it, and we are not liable for indirect losses such as loss of data. Always back up your data before sending a device to us.
Intellectual property
The store's content, design and logo belong to First Souq or its licensors. Brand names and logos of products belong to their owners and are used only to describe the products.
Complaints and governing law
If something goes wrong, contact us first on WhatsApp or at info@firstsouq.com with your order number and the word "Complaint"; we answer in writing. If you are not satisfied, you can contact the consumer protection department of the UAE Ministry of Economy or the economic department of your emirate. These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and disputes fall under the jurisdiction of the courts of Dubai, without affecting any mandatory right you have under UAE consumer law.
Changes
We may update these terms; the version on the website when you order applies to that order.
Business details
• Operated by: First Souq , United Arab Emirates
• Email: info@firstsouq.com · WhatsApp messages: +971 55 882 3169