Returns, Refunds & Exchanges Policy | Souq Waffar UAE
Last Updated: October 03, 2026
At Souq Waffar, we aim to provide customers in the United Arab Emirates with a reliable and transparent shopping experience. This policy explains the conditions and procedures applicable to returns, refunds, and exchanges.
I. Return & Refund
A. What Can I Return for a Refund?
A product may be eligible for return and refund in cases such as:
The item received is incorrect or defective.
The item is broken or damaged.
The product has a technical issue.
The product is a non-consumable item.
The product received is materially different from its description on the store.
There is a size-related issue.
Consumable products are products that are depleted or visibly consumed through use, such as liquids, sprays, pastes, adhesive products, and similar items.
If none of the above conditions applies and you simply change your mind, you may still request a return and refund within the applicable return period; however, additional charges may apply to cover return shipping costs.
B. Types of Return & Refund Requests
You may request:
A return and refund for the entire order; or
A return and refund for an individual item from the order.
C. Return & Refund Eligibility
To qualify for a return and refund:
The request must be submitted within 14 days from the delivery date.
Proof of purchase must be available, such as the shipping bill, order details, or other acceptable proof associated with the product.
The reason for the return must meet the conditions described in this policy.
D. Product Condition
Before submitting a return request, please ensure that the product:
Is in its original condition.
Includes its original box, packaging, tags, warranty cards, and accessories, where applicable.
Has not been damaged while in your possession.
Has not been used, washed, soiled, stained, or altered.
Has intact quality-control seals, return tags, and warranty seals where applicable.
Is the same product that was originally delivered to you.
E. How to Request a Return & Refund
For UAE orders, submit your request through:
Submit a UAE Return or Refund Request
You may be required to provide:
Details explaining the issue with the product.
Proof of purchase or the shipping bill.
Evidence showing that the product qualifies for return and refund, such as clear photos or a video.
Additional information may be requested when necessary to verify the order or the issue reported.
After your request is submitted:
The request may take up to 24 hours to be created and reviewed.
You will be notified once the request has been approved and created.
The courier may contact you within 15 business days to arrange collection of the product.
The returned product will be received and inspected at the warehouse.
Once the return is successfully verified, the applicable refund process will be completed.
Please do not send the product independently before receiving the appropriate return instructions.
II. Exchange
A. What Can I Exchange?
A product may be eligible for exchange in cases such as:
The item received is incorrect or defective.
The item is broken or damaged.
The product has a technical issue.
There is a color-related issue.
The product is a non-consumable item.
The product received is materially different from its description.
The product has not already been successfully exchanged more than once.
Consumable products include products that are depleted or visibly consumed through normal use, such as liquids, sprays, pastes, adhesive products, and similar items.
If none of these conditions applies and you simply change your mind, you may still request an exchange within the applicable period, but additional shipping charges may apply.
B. Types of Exchange Requests
You may request:
An exchange for the entire order; or
An exchange for an individual item from the order.
C. Exchange Eligibility
To qualify for an exchange:
The request must be submitted within 14 days from the delivery date.
Proof of purchase must be available, such as the shipping bill, order information, or another acceptable form of proof.
The reason for the exchange must meet the applicable conditions described above.
D. Product Condition for Exchange
Before submitting an exchange request, please ensure that the product:
Is in its original condition.
Includes its original box, packaging, tags, warranty cards, and accessories, where applicable.
Has not been damaged while in your possession.
Has not been used, washed, soiled, stained, or altered.
Has intact quality-control seals, return tags, and warranty seals where applicable.
Is the same product that was originally delivered to you.
E. How to Request an Exchange
For UAE orders, submit your exchange request through:
You may be required to provide:
Details of the product issue or reason for exchange.
Proof of purchase or the shipping bill.
Photos or video demonstrating that the product qualifies for exchange.
Additional order or purchase information may be requested where necessary.
After submitting your request:
The request may take up to 24 hours to be created and reviewed.
You will be notified once the request has been approved and created.
The courier may contact you within 15 business days to arrange collection of the product.
The returned item will be inspected at the warehouse.
The exchange will then be processed according to product availability and the approved request.
Change-of-Mind Returns or Exchanges
If the product is otherwise eligible for return but there is no defect, damage, technical problem, incorrect item, or other qualifying product issue, a return or exchange may still be accepted within the 14-day period.
In such cases, the customer may be required to pay the applicable shipping or return costs.
Proof and Verification
Photos, videos, order information, shipping documents, or other evidence may be requested to verify the condition of the product and confirm eligibility for a return, refund, or exchange.
Providing evidence does not automatically approve a request; the request will be reviewed according to the conditions of this policy.
Contact
For questions regarding an order, return, refund, or exchange, please contact:
support@souqwaffar.com or orders@souqwaffar.com
For UAE return and exchange requests: