OurSouq Services

Introduction

We aim to provide high-quality products and services to our customers. However, if you are not fully satisfied with your purchase, we are here to help.

This policy explains how you can return or exchange products, the timeframes involved, and the conditions that apply.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must meet the following criteria:

• The request is made within 7 to 14 days from the date of delivery.
• The item must be unused, unwashed, and in its original packaging with all tags intact.
• You must provide proof of purchase, such as an invoice or order confirmation email.

Returns requested after the allowed period or for items not in their original condition may not be accepted.

Conditions for Returns

To ensure smooth processing of your return:

• The product must not be damaged, altered, or show signs of wear and tear.
• All accessories, manuals, and original packaging must be included.
• Any promotional gifts received with the purchase must also be returned.
• The return must be initiated through our customer service team before shipping the item back.

Non-Returnable Items

Certain items are not eligible for return or exchange, including:

• Personalized or customized products.
• Downloadable digital goods or software.
• Gift cards or vouchers.
• Clearance or sale items marked as “Final Sale.”
• Items damaged due to misuse, neglect, or improper handling by the customer.

Exchange Policy

If you receive a defective or incorrect product, you may request an exchange within 7 days of delivery.

• The replacement item will be sent once the original product is received and inspected.
• If the same product is not available, we will offer an alternative item or store credit.
• Exchanges are subject to stock availability.

Refund Policy

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:

• Refunds will be processed to your original payment method within 7–14 business days.
• Shipping fees are non-refundable unless the return is due to our error (e.g., wrong or damaged item).

If a refund is delayed, please refer to the “Late or Missing Refunds” section below.

Return Process

To initiate a return or exchange, please follow these steps:

1. Contact our support team at support@oursouqservices.com with your order number and reason for return.
2. Our team will review your request and provide you with a Return Authorization and shipping instructions.
3. Package the item securely in its original packaging and include proof of purchase.
4. Ship the item to the return address provided by our team.

Once received and inspected, we will notify you regarding the approval of your refund or exchange

Shipping for Returns

• Customers are responsible for covering return shipping costs unless the return is due to a defect or error on our part.
• We recommend using a trackable courier service to ensure safe delivery.
• Oursouq Services is not responsible for items lost or damaged during return shipping.

Damaged or Defective Items

If your product arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Provide clear photos or videos of the issue for verification. Once confirmed, we will arrange for a replacement, repair, or refund at no additional cost to you.

Late or Missing Refunds

If you haven’t received your refund after the stated processing time:

1. Recheck your bank account or credit card statement.
2. Contact your payment provider — there may be a delay in posting the refund.

If you’ve completed these steps and still haven’t received your refund, please contact us at support@oursouqservices.com.