At Souq Al Wafa, your satisfaction matters. We are committed to delivering quality products and a hassle-free experience. If something isn’t right, we’re here to help.

Return Eligibility

You may request a return or replacement if:

  • You received a damaged, defective, or incorrect item

  • The product is significantly different from what was described

To qualify:

  • You must contact us within 3 days of receiving your order

  • The item must be unused, in its original packaging

  • You must share an unedited parcel opening video, clearly showing the issue

  • Provide supporting photos and your order number

Return requests without an opening video may not be accepted.

Items Not Eligible for Return

For hygiene and safety reasons, we cannot accept returns on:

  • Opened or used beauty and personal care items (e.g., serums, creams, makeup)

  • Intimate or sanitary products

  • Health-related accessories that come in sealed packaging

Please note: While we do not mark items as "non-refundable" on product pages, these exclusions apply to ensure hygiene and safety for all customers.

Refunds

Once your return is received and inspected:

  • A refund will be issued to your original payment method (if applicable)

  • Or we will provide a replacement or store credit, based on your preference

Refunds typically take 5–10 business days to process after approval.

Refunds are not issued for:

  • Change of mind after placing the order

  • Delays caused by shipping carriers, customs, or external factors

How to Start a Return

To request a return, contact us

and Include:

  • Your order number

  • Description of the issue

  • Photos of the product

  • A clear parcel opening video

We’ll review your request and send return instructions if eligible.

Return Shipping

  • If the issue is on our side (wrong item, damaged, etc.), we cover return shipping

  • Otherwise, the customer is responsible for return shipping costs

Late or Missing Refunds

If your refund hasn’t arrived within 10 business days:

  • Check with your bank or payment provider

  • Contact us for support