At SouqZone, customer satisfaction is important to us. However, as a grocery delivery platform offering
perishable and non-perishable items, we maintain strict return and refund guidelines to ensure quality and
operational efficiency. By shopping with us, you agree to the terms below.
1. Eligibility for Returns & Refunds
1.1. Perishable Items (e.g., fresh produce, dairy, meat, bakery)
- Eligible for return or refund only if the item is damaged, expired, or incorrectly delivered.
- Must be reported within 24 hours of delivery.
1.2. Non-Perishable Items (e.g., household goods, snacks)
- Eligible for return within 7 days of delivery if unopened and in original condition.
- Opened or used items are not eligible unless defective.
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1.3. All items must be returned in their original packaging, including inner seals, tags, or labels.
Items that do not meet this condition may not be accepted.
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1.4. Items received as part of a promotional bundle (e.g., Buy 1 Get 1 Free) must be returned as a complete set.
Partial returns are not allowed.
2. Return Process
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2.1. To initiate a return, email
info@souqzone.com
with your order number, item details, reason for return, and photo evidence (if applicable).
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2.2. If approved, we will coordinate a return pickup through our courier partner.
Items must be packed securely for pickup.
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2.3. We reserve the right to inspect and verify the returned items before issuing a refund.
If an item is found to be used or damaged after delivery (outside accepted claims), no refund will be issued.
3. Refund Timelines
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3.1. Once the returned item passes our quality check, the refund will be processed to your original payment method within
7 business days.
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3.2. Refunds for prepaid orders will appear in your bank/card account within 7–14 days,
depending on your provider's policies.
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3.3. In case of payment failure but a successful debit from your bank, refunds may take longer based on the acquiring bank’s policy.
4. Delivery Charges & Restocking Fees
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4.1. If the full order is returned due to our error (damaged or incorrect items), delivery charges will be refunded in full.
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4.2. If only part of the order is returned or the return is initiated due to a change of mind, delivery fees will not be refunded.
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4.3. For returns where the customer changes their mind after the order has been shipped, we reserve the right to deduct courier and payment gateway fees from the refund.
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4.4. We may charge a restocking fee of up to AED 20 per item for non-perishable returns depending on the item condition and return reason.
5. Exchanges & Replacements
- 5.1. In case of damaged or defective items, we will try to replace them with the same or equivalent item.
- 5.2. If a replacement is not available, we will offer a refund.
6. Exceptions
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6.1. No returns or refunds are offered on items clearly marked Final Sale or Non-Returnable on the product page.
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6.2. Items that show signs of tampering, misuse, or deliberate damage will not be eligible for return or refund.
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6.3. SouqZone reserves the right to decline excessive return requests from the same user account.
7. Your Consumer Rights
This policy does not affect any statutory rights you may have under UAE consumer protection laws.
8. Contact Us
For assistance or to initiate a return:
Operating Hours
Sunday to Saturday, 9 AM to 6 PM
