Refund and Returns Policy
At JustSouq.ae, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we’re here to help. Please read our Return & Refund Policy carefully before requesting a return or refund.
1. Return Eligibility
You may request a return if:
- The item is damaged upon delivery.
- You received the wrong product.
- The item has a manufacturing defect.
- The product is incomplete or missing accessories.
- The item is unused, in its original condition, and returned with all original packaging, manuals, accessories, and proof of purchase.
Returns that do not meet these conditions may not be accepted.
2. Non-Returnable Items
For hygiene, safety, and product integrity reasons, the following items cannot be returned or refunded unless they are damaged or defective upon delivery:
- Opened or used earphones and earbuds
- Personal care and hygiene products
- Software, digital downloads, or gift cards
- Products damaged due to misuse, negligence, or unauthorized repairs
- Clearance, promotional, or final sale items (unless defective)
3. Return Request Period
You must submit your return request within 7 days of receiving your order.
Requests received after this period may not be eligible for return or refund unless required by applicable law.
4. Return Process
To request a return:
- Contact our customer support team.
- Provide:
- Order number
- Product name
- Reason for return
- Photos or videos (if the item is damaged or incorrect)
- Wait for return authorization before sending the product.
- Securely pack the item in its original packaging and return it using the instructions provided.
Returns sent without prior approval may not be accepted.
5. Refunds
Once we receive and inspect your returned item, we will notify you of the outcome.
If your return is approved:
- Your refund will be processed to the original payment method.
- Refunds are typically processed within 7–14 business days, depending on your payment provider or bank.
Shipping charges, cash-on-delivery fees, and other service charges are generally non-refundable unless the return is due to our error.
6. Damaged or Incorrect Items
If you receive:
- A damaged product
- A defective product
- The wrong item
- An item with missing parts or accessories
Please contact us within 48 hours of delivery with clear photos or videos. We will review your request and arrange a replacement, exchange, or refund where appropriate.
7. Exchanges
We will replace products only if they are:
- Defective
- Damaged during delivery
- Incorrectly supplied
Exchanges are subject to product availability. If the same item is unavailable, we may offer an equivalent replacement or a refund.
8. Return Shipping
- If the return is due to our mistake (wrong, damaged, or defective product), JustSouq will arrange or cover the return shipping where applicable.
- If the return is for any other eligible reason, the customer may be responsible for the return shipping costs unless otherwise stated.
9. Order Cancellation
Orders may be cancelled before they are shipped.
Once an order has been dispatched, cancellation may no longer be possible. In such cases, you may request a return in accordance with this policy.
10. Refused Deliveries
If a customer refuses delivery without a valid reason, any applicable shipping, handling, or return charges may be deducted from the refund amount.
11. Warranty Claims
Products that include a manufacturer’s warranty should be claimed in accordance with the warranty terms provided by the manufacturer.
Where applicable, JustSouq will assist customers with the warranty claim process.
12. Contact Us
If you have any questions regarding returns or refunds, please contact us:
JustSouq
Website: https://justsouq.ae
Email: enquery@justsouq.ae
Please include your Order Number when contacting us to help us process your request more efficiently.
Thank you for shopping with JustSouq.ae. We value your trust and are committed to providing a smooth and reliable shopping experience.