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Refund Policy


To claim for a Refund, please check if the purchased Product(s) fall under the warranty as per the Warranty Policy. If the Product(s) fall under warranty, then you can claim for Refund based on the following conditions:

Customer can claim for Refund for the purchased Product(s) within 3 days from the date of receiving the Product(s).
After the 3 days of the delivery, Product(s) may only be repaired as per the Repair policy.
Physically damaged and/or missing Product(s) cases will only be considered if reported at the time of delivery.
Amount of the Refund only covers the amount of Product(s) purchased.
Shipping and payment processing charges are non-refundable
If a coupon, discount, or special offer was part of the original order, the amount will be deducted as well.
Refunds will be made through the original mode of payment selected at the time of order generation.
Souqikkaz.com reserves the right to compensate the claim in terms of Coupon as and when it deems fit.


Refund Process


If the Product(s) is qualified for the Refund, then please follow the below process to claim for a Refund:

1. Raise a Complaint: Use this guide to raise a complaint and save Complaint Number for future reference.
2. Review: Our support team will review the case and approve the Refund, if qualified.
3. You can file multiple complaints for different products received under one order, however, pickup charge of AED 42 is applicable on all subsequent complaints filed after the first one
4. Pickup Process: Once the complaint is approved, the product pickup process will start.
a. Within UAE: The Product(s) will be picked up by our delivery team for UAE customers
i. There will be no pickup charges if Return claim has been raised within 7 days (168 hours) from the time of delivery.
ii. Pickup charges of AED 42 will be applicable if the Return claim is made after 7 days (168 hours) from the time of delivery.
iii. Pickup request if cancelled for any reason can be rescheduled on request without any additional charges, however, if 2nd pick up request is cancelled, claim ticket will be auto closed.
b. Outside UAE: Customer will have to return the Product(s) at his/her own expense to SOUQIKKAZ Service Center at Dubai, UAE. Shipping charges and customs & taxes (if any) will need to be paid by the customer and tracking number needs to be updated on the claim ticket within 3 days from the date of ticket creation.

All shipments need to be delivered to our warehouse within 15 days from the date when the ticket is created. In the event, the item(s) is not received, the complaint ticket would need to be closed.
5. Inspection Process: After receiving the Product(s), it is sent for inspection:
a. Approved: If the Product(s) is found faulty as per the policy then the Refund process will be initiated.
b. Not Approved: For products returned in damaged condition or without complete accessories or box - item(s) to be returned to the customer


Return Policy


To claim for a Return, please check if the purchased Product(s) falls under the warranty as per the Warranty Policy. If the Product(s) is under warranty, then you can claim for Return based on the following conditions:

Customer can claim for Return for the purchased Product(s) within 3 days from the date of receiving the Product(s).
After the 3 days of the delivery, Product(s) may only be repaired as per the Repair Policy.
Physically damaged and/or missing Product(s) cases will only be considered if reported at the time of delivery.
Amount of the Return only covers the amount of Product(s) purchased.
Shipping and payment processing charges are non-refundable.
If a coupon, discount, or special offer was part of the original order, the amount will be deducted as well.
Returns will only be made via Coupons that can be used to order again the same, similar or any other Product(s) of your choice. Please refer to the Coupon Usage Policy.
Please note that claimed item(s) needs to be received by customer within 30 days from the time it is ready to be returned by Souqikkaz.com. In the event customer doesn’t receive the item(s) (in instances like customer’s number not reachable or customer is not willing to take the item back), Souqikkaz.com shall dispose the item and will not be liable for it.


Return Process


If the Product(s) is qualified for the Return, then please follow the below process to claim for a Return:

1. Raise a Complaint: Use this guide to raise a complaint and save Complaint Number for future reference
2. Review: Our support team will review the case and approve the Return if qualified
3. You can file multiple complaints for different products received under one order, however, pickup charge of AED 42 is applicable on all subsequent complaints filed after the first one.
4. Pickup Process: Once the complaint is approved, the product pickup process will start.
a. Within UAE: The Product(s) will be picked up by our delivery team for UAE customers
i- There will be no pickup charges if Return claim has been raised within 7 days (168 hours) from the time of delivery.
ii- Pickup charges of AED 42 will be applicable if the Return claim is made after 7 days (168 hours) from the time of delivery
iii- Pickup request if cancelled for any reason can be rescheduled once on request without any additional charges, however, if 2nd pick up request is cancelled, claim ticket will be auto closed.
b. Outside UAE: Customer will have to return the Product(s) at his/her own expense to SOUQIKKAZ Service Center at  Dubai, UAE. Shipping charges and customs & taxes (if any) will need to be paid by the customer and tracking number needs to be updated on the claim ticket within 3 days from the date of ticket creation.

All shipments need to be delivered to our warehouse within 15 days from the date when the ticket is created. In the event, the item(s) is not received, the complaint ticket would need to be closed.
5. Inspection Process: After receiving the Product(s), it is sent for inspection:
1- Approved: o Approved: If the Product(s) is found faulty as per the policy then the Refund process will be initiated.
2- Not Approved: Not approved: For products returned in damaged condition or without complete accessories or box - item(s) to be returned to the customer


Repair Policy


To claim for a Repair, please check if the purchased Product(s) fall under the warranty as per the Warranty Policy. If the Product(s) is under warranty, then you can claim for Product(s) Repair based on the following conditions:

Physically damaged and/or missing Product(s) cases will only be considered if reported at the time of delivery.
Souqikkaz.com reserves the right to compensate the claim in terms of coupon instead of repairing the Product(s) as and when it deems fit.
Souqikkaz.com can facilitate warranty service between you and the manufacturer for retail Product(s), but will not cover any expenses incurred for warranty service.
Souqikkaz.com is limited to the service level offered by the manufacturer or supplier, please read your product warranty information carefully before contacting us.


Repair Process


If the Product(s) is qualified for the Repair, then please follow the below process to claim for a Repair:

1. Raise a Complaint: Use this guide to raise a complaint and save Complaint Number for future reference.
2. Review: Our support team will review the case and approve it, if qualified.
3. You can file multiple complaints for different products received under one order, however, pickup charge of AED 42 is applicable on all subsequent complaints filed after the first one.
4. Pickup Process: Once the complaint is approved, the product pickup process will start.
a. Within UAE: The Product(s) will be picked up by our delivery team for UAE customers
i- There will be no pickup charges if Return claim has been raised within 7 days (168 hours) from the time of delivery.
ii- Pickup charges of AED 42 will be applicable if the Return claim is made after 7 days (168 hours) from the time of delivery.
iii- Pickup request if cancelled for any reason can be rescheduled once on request without any additional charges, however, if 2nd pick up request is cancelled, claim ticket will be auto closed.
b. Outside UAE: Customer will have to return the Product(s) at his/her own expense to SOUQIKKAZ Service Center at Dubai, UAE. Shipping charges and customs & taxes (if any) will need to be paid by the customer and tracking number needs to be updated on the claim ticket within 3 days from the date of ticket creation.

All shipments need to be delivered to our warehouse within 15 days from the date when the ticket is created. In the event, the item(s) is not received, the complaint ticket would need to be closed.
5. Inspection Process: After receiving the Product(s), it is sent for inspection:
a. Approved: If the Product(s) is determined to be defective and it is covered by our warranty policy, customer will be informed and the Product(s) will be shipped out as soon as possible when it is ready. For any defective Product(s) you will have to wait an estimated 2~6 weeks until Souqikkaz.com gets a replacement or repaired Product(s) back from the manufacturer or supplier.
b. Not Approved: • For products returned in damaged condition or without complete accessories or box - item(s) to be returned to the customer