Return & Refund Policy


The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.


For the purposes of this Return and Refund Policy:

Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Vendors. The shop where you purchased the item.

Goods refer to the items offered for sale on the Service.

Orders means a request by you to purchase goods from our vendors.

Service refers to the Website.

Website refers to Souq2Door, accessible from

You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

If you are not completely satisfied with the product, you can cancel your order without giving any reason for doing so.

The deadline for cancelling an order is 14 days from the date on which you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement by using our  Contact Us page, please select “Order Cancellation” from the drop-down menu.

We will reimburse you after we receive the returned goods, please note your credit card company may take longer to process our action (some take up to 20 days). We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

Conditions for Returns

In order for the goods to be eligible for a return, please make sure that:

  • You received the goods within the last 14 days.
  • The goods are in the original packaging.
  • You have not used or damaged the goods.
  • You have the receipt or proof of purchase.

The following goods are non-refundable and are exempt from this Refund Policy:

  • If the supply of goods was made to your specifications or clearly personalised (for example jewellery which was custom made for you and/or engraved jewellery). 
  • The supply of goods which are not suitable for return due to health protection or hygiene reasons.
  • The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
  • Goods which are “On Sale”.

Vendors reserve the right to refuse returns of any merchandise that does not meet the above return conditions in their sole discretion.

Returning Goods

Should you wish to return a product, you must notify us in writing by using the Contact Us page, You the customer are responsible for the cost and risk of returning the goods to us. Please send the goods to the Vendors shop address which is located on the Vendors Shop Page.

Returned products must be returned to the original vendor (seller), with prior notification in writing notifying us of your intention to return the product.

The Vendor and Souq2Door will not be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service or courier service. We cannot issue a refund without an actual receipt of the goods or proof of received return delivery. 

Customer satisfaction is very important to us and if you are not fully satisfied with your product, we would be delighted to hear any feedback you have on ways in which we can improve. 

Contact Us

If you have any questions regarding our Returns and Refunds Policy, please do not hesitate to contact us by visiting our Contact Us page.

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