Return & Refund Policy

Return & Refund Policy

Last updated: June 2026

Your satisfaction is our priority at Souq-top. If you are not completely happy with your purchase, we're here to help.

1. Return Eligibility

We accept returns under the following conditions:

  • Item was received damaged, defective, or incorrect
  • Return request is made within 14 days of delivery
  • Item is unused, in original condition, and in its original packaging where possible

The following items are not eligible for return:

  • Items damaged due to misuse or improper handling after delivery
  • Perishable goods, intimate or sanitary products
  • Items that have been used, washed, or altered
  • Sale or clearance items (unless defective)

2. How to Request a Return

To initiate a return, contact us within 14 days of receiving your order:

  1. Email support@souq-top.com with your order number
  2. Include photos/videos clearly showing the issue (required for damaged or incorrect items)
  3. Our team will review and respond within 2–3 business days
  4. If approved, we will provide return instructions or offer a replacement/refund

3. Refunds

  • Approved refunds are processed within 5–7 business days of receiving and verifying the returned item
  • Refunds are issued to your original payment method
  • Depending on your bank, it may take an additional 3–5 business days to appear on your statement
  • Shipping fees are non-refundable unless the return is due to our error

4. Exchanges

We offer exchanges for defective or incorrect items. If you need a different size or variant, please contact us and we will do our best to accommodate your request, subject to availability.

5. Lost or Undelivered Orders

  • If your order has not arrived within the estimated delivery window, please contact us
  • We will investigate with the carrier and, if confirmed lost, issue a replacement or full refund
  • Please ensure your shipping address is correct at the time of order — we cannot be held responsible for delivery failures due to incorrect addresses

6. Return Shipping Costs

  • If the return is due to our error (wrong or defective item), we cover return shipping costs
  • If you are returning for other reasons (e.g., change of mind), return shipping is at your expense

7. Contact Us

Questions? We're here to help.
Email: support@souq-top.com
Response time: 24–48 hours on business days