سياسة الاستبدال والإرجاع في متجر (سوق بلاس)

Return and Exchange Policy - Souq Plus Store

At Souq Plus, we aim to provide the best shopping experience and are committed to offering high-quality products. If you are not completely satisfied with your purchase, we offer return and exchange options in accordance with the regulations of the Saudi e-commerce system and the conditions outlined below.

 

1. General Return Terms and Conditions

Souq Plus customers are entitled to request a return or exchange of products according to the following conditions:

• Return Period: Return or exchange requests must be made within (the number of days is specified, usually 7 days) of the order receipt date.
• Product Condition: The product must be in its original condition, unused, with its original packaging unopened, and all labels and protective packaging intact.
• Attachments: The product must be returned with all attachments (such as boxes, bags, instruction manuals, and any free gifts).
• Proof of Purchase: The original purchase invoice or proof of order must be provided.

 

2. Return or Exchange Procedures

To submit a return or exchange request, please follow these steps:

1. Contact Us: Send a request via email (include your official email address) or contact customer service (include your phone number) within the specified timeframe.
2. Provide Information: Provide us with the order number, the name of the product to be returned/exchanged, and the reason for the return.
3. Product Inspection: After we receive the returned product, it will be inspected by our quality team to ensure it meets all the stated conditions.
4. Return Confirmation: Confirmation of acceptance or rejection of the return request will be sent within 3-5 business days from the date we receive the product.

3. Return Exceptions (According to Saudi Arabia Regulations)

Products cannot be returned or exchanged in the following cases, as stipulated by the Saudi E-Commerce Law:

1. Consumable and Damaged Products: Products that lose their value or quickly become unusable (such as food, beverages, or personal care products once opened).
2. Opened Products: Products that have been opened or used and may affect consumer health (such as certain cosmetics, contact lenses, and earphones).
3. Customized Products: Products manufactured based on a consumer's request or specifications.
4. Digital Services: E-books, software, or instant-use gift cards/recharge cards.

 

4. Shipping Costs (Return Fees)

Here are the Return Conditions which dectates who's going to pay for the Shipping Cost:

1. Defect or Error on the Store's Part: Souq Plus covers all shipping costs for returns or exchanges (e.g., receiving the wrong product, a damaged product).
2. Customer's Choice (Customer Doesn't want the product): The customer is responsible for return shipping costs, which will be deducted from the refund amount.

 

5. Refund Process

The refund will be processed after the product has been inspected and confirmed to meet the terms and conditions.

The refund process will be completed within a maximum of 14 business days from the date the return request is accepted.

Refund Method: The refund will be issued using the original payment method (e.g., credit card refund or bank transfer to the customer's bank account).

 

6. Product Exchange

If you request an exchange for another product, it will be treated as a return and then a new purchase (a new invoice will be issued for the replacement product).

Any price differences will be applied.