Refund policy

Replacement & Refund Policy

Effective Date: 30 June 2026

At SouqAzam, customer satisfaction is our priority. We are committed to delivering high-quality products and ensuring every order reaches you in perfect condition.

Please read our Replacement & Refund Policy carefully before making a purchase.

Replacement Eligibility

Eligible Products

You are eligible for a free replacement if the item you receive is:

  • Incorrect or different from what you ordered

  • Damaged during shipping

  • Defective or faulty upon arrival

  • Missing essential parts or accessories

To qualify for a replacement, the product must remain in its original condition and include its original packaging, accessories, manuals, and any complimentary items received with the order.

Replacement Request Period

You may request a replacement within 30 days from the date your order is delivered.

  • Within the first 7 days: Replacement is provided free of charge.

  • After 7 days (up to 30 days): A replacement may still be available; however, additional service or shipping charges may apply depending on the product and location.

How to Request a Replacement

To request a replacement:

  1. Contact our Customer Support team within the eligible replacement period.

  2. Share your order number along with a clear unboxing or product video and photos showing the issue.

  3. Our support team will review your request and may provide troubleshooting assistance if the issue can be resolved without a replacement.

If the product is confirmed to be defective, damaged, or incorrect, we will arrange a replacement.

Replacement Process

Depending on the product and your location, one of the following options will apply:

Option 1 – Return to Warehouse

Our support team may ask you to return the product in its original packaging with all accessories.

Once the returned item is received and inspected, your replacement will be shipped within 5 business days.

Option 2 – Pickup & Replacement

For eligible orders, we may arrange a courier pickup of the original product.

Please ensure the item is securely packed with all original accessories.

Once collected, a replacement will be dispatched within 14 business days.

Change of Mind

We do not offer replacements for:

  • Change of mind

  • Ordering the wrong product

  • No longer needing the item

  • Personal preference

Please review product specifications carefully before placing your order.

Refund Policy

At this time, SouqAzam does not offer refunds for completed purchases.

If you receive an incorrect, damaged, or defective product, we will gladly provide a replacement in accordance with this policy.

Need Assistance?

If you have any questions regarding your order or this policy, our Customer Support team is always happy to help.

Thank you for choosing SouqAzam. We appreciate your trust and look forward to serving you.