Refund policy

Return & Refund Policy

Last Updated: August 4, 2026

Welcome to Souq Awwal. Customer satisfaction is important to us. Please read our Return & Refund Policy carefully before making a purchase.

1. Return Eligibility

You may request a return within 7 days of receiving your order if:

  • The item is damaged or defective upon delivery.

  • You received the wrong product.

  • The product is unused, unworn, and in its original packaging with all accessories and tags intact.

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Products that have been used, washed, or damaged by the customer.

  • Personal care or hygiene products after opening.

  • Clearance, promotional, or final sale items.

  • Gift cards and digital products (if applicable).

3. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery by emailing hasanjamyl@hasanjamyl.com.

Please include:

  • Your order number

  • Photos of the product

  • Photos of the packaging

  • A brief description of the issue

4. Refund Process

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

If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your payment provider.

5. Exchange Policy

We replace items only if they are defective, damaged, or if the wrong product was delivered.

6. Return Shipping

  • If the return is due to our mistake (wrong, defective, or damaged item), we will cover the return shipping cost.

  • For all other eligible returns, the customer is responsible for return shipping charges.

7. Order Cancellation

Orders may be canceled before they are shipped. Once an order has been dispatched, it cannot be canceled and must follow the return process.

8. Late or Missing Refunds

If you have not received your refund after the stated processing period:

  1. Check your bank account.

  2. Contact your payment provider or bank.

  3. If the issue persists, contact us at hasanjamyl@hasanjamyl.com.

9. Contact Us

If you have any questions regarding returns or refunds, please contact us:

Souq Awwal
Email: hasanjamyl@hasanjamyl.com

We appreciate your trust in Souq Awwal and strive to provide a smooth shopping experience.