Return & Refund Policy
At Wasl Souq, we want you to have a smooth and satisfactory shopping experience. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under our policy, we are here to help.
Please review the following Return & Refund Policy before making a purchase.
1. Return Eligibility
A product may be eligible for return if:
- You received the wrong product.
- The product arrived damaged or defective.
- The product is significantly different from its description.
- The product meets the applicable return conditions stated on the product page.
Returned products must generally be in their original condition, unused, and accompanied by their original packaging, accessories, manuals, and other included items.
2. Return Request Period
Return requests should be submitted within 7 days of receiving your order, unless a different return period is specifically stated on the product page.
Requests submitted after the applicable period may not be accepted.
3. Items That May Not Be Eligible for Return
For hygiene, safety, customization, or product-specific reasons, certain items may not be eligible for return.
These may include:
- Personal-use or hygiene products that have been opened or used
- Products that have been damaged through misuse
- Customized or personalized products
- Products missing original packaging or accessories
- Items that show signs of use, alteration, or wear
- Products specifically identified as non-returnable on their product page
Eligibility may vary depending on the nature of the product.
4. Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after receiving it.
To help us assess the issue, you may be required to provide:
- Your order details
- Clear photographs or videos of the product
- Photographs of the packaging
- A description of the issue
We will review the request and determine the appropriate resolution.
5. Refunds
Once a return is received and inspected, we will determine whether it qualifies for a refund.
If approved, the refund will generally be processed using the original payment method, where applicable.
The time required for the refund to appear in your account may depend on your payment provider or financial institution.
6. Replacement or Exchange
Depending on product availability and the circumstances of the return, we may offer:
- A replacement of the same product
- An exchange for an eligible product
- A refund
The available resolution may vary depending on the product and reason for the return.
7. Return Shipping
If the return is due to an incorrect, damaged, or defective product caused by an issue on our side, return shipping arrangements may be handled differently from standard customer-initiated returns.
For other eligible returns, applicable return shipping or handling costs may be the responsibility of the customer.
Any applicable charges will be communicated before the return is finalized.
8. Products Damaged After Delivery
Wasl Souq may not be responsible for damage caused after delivery due to misuse, incorrect installation, improper handling, accidents, modifications, or failure to follow the product's instructions.
9. Order Cancellation
Cancellation requests may be accepted if the order has not yet been processed or dispatched.
Once an order has been processed, shipped, or handed over to the delivery provider, cancellation may no longer be possible and the applicable return procedure may apply.
10. Refund Exceptions
A refund may be declined if:
- The return does not meet the applicable eligibility requirements.
- The product has been used, altered, or damaged by the customer.
- Original packaging, accessories, or components are missing.
- The return request is submitted outside the applicable return period.
- The product is identified as non-returnable.
- The issue is caused by misuse or improper handling.
11. Refund Processing Time
Approved refunds are processed as soon as reasonably possible after the return has been reviewed.
However, the time it takes for funds to appear in your account may vary depending on the payment method and financial institution.
12. Product-Specific Return Conditions
Some products may have different return conditions because of their nature, size, hygiene requirements, warranty terms, or manufacturer policies.
Where applicable, product-specific return conditions will take priority over the general terms of this policy.
13. Policy Updates
Wasl Souq may update or modify this Return & Refund Policy from time to time to reflect changes in our products, services, business practices, or applicable requirements.
Any changes will be published on this page with an updated Last Updated date.
14. Our Commitment
At Wasl Souq, we aim to handle returns and refunds fairly and transparently while providing customers with a convenient shopping experience.
We encourage customers to carefully review product descriptions and applicable return conditions before completing an order.