Refund & Return Policy

Refund & Return Policy

Last updated: August 2026

At Souqaleshal, we want you to be satisfied with every purchase. If something is not right with your order, we are here to help. Please read this policy carefully to understand when and how you can request a return or refund.

1. When You May Request a Return

You may be eligible to request a return or refund in the following situations:

  • The item you received is damaged or defective
  • You received the wrong item (different from what you ordered)
  • An item is missing from your order
  • The item does not match its description on our website in a significant way

Please contact us within a reasonable time of receiving your order to be eligible for a return or refund. We recommend reaching out as soon as you notice an issue.

2. Damaged or Defective Products

If your item arrives damaged or is found to be defective, please contact us promptly at souqaleshal@gmail.com with:

  • Your order number
  • A clear description of the issue
  • Photos or videos showing the damage or defect

We will review your request and work with you to arrange a replacement or refund as appropriate.

3. Wrong or Missing Items

If you received an incorrect item or your order is missing an item, please contact us at souqaleshal@gmail.com with your order number and details of the issue. We will investigate and resolve the matter as quickly as possible.

4. Product Condition Requirements

To be eligible for a return, items must be:

  • Unused and in their original condition
  • In their original packaging where applicable
  • Not washed, altered, or damaged by the customer

Items that have been used, damaged by the customer, or returned without original packaging may not be accepted for return.

5. Evidence Requirements

For returns related to damage, defects, or incorrect items, we may ask you to provide supporting evidence such as photographs or videos. This helps us process your request efficiently and work with our suppliers to resolve the issue.

6. How to Request a Return

To initiate a return or refund request, please contact us through one of the following:

Please include your order number, the reason for your return, and any supporting photos or videos. Our team will respond and guide you through the next steps.

7. Return Shipping

Return shipping responsibilities will be communicated to you when your return request is reviewed. In cases where the return is due to our error (such as a wrong or defective item), we will work with you to arrange an appropriate solution. In other cases, return shipping costs may be the responsibility of the customer.

Please do not send items back without first contacting us and receiving instructions, as unauthorized returns may not be accepted.

8. Replacements

Where a return is approved due to a defective, damaged, or incorrect item, we may offer a replacement as an alternative to a refund, depending on product availability. We will discuss the available options with you when processing your request.

9. Refund Processing

Once your return is approved, we will process your refund. Refunds will be issued to your original payment method. Please allow a reasonable number of business days for the refund to appear, as processing times may vary depending on your bank or payment provider.

10. Non-Returnable Situations

Returns or refunds may not be available in the following situations:

  • The item has been used, washed, or altered
  • The return request is made after a reasonable period from the delivery date
  • The item was damaged due to misuse or improper handling by the customer
  • The item is a final sale or clearly marked as non-returnable at the time of purchase
  • The issue reported does not match the evidence provided

11. Contact Us

If you have any questions about our Refund & Return Policy, please reach out to us: