Refund policy

Last Updated: September 15, 2026

At UrbanSouqMart.shop, we want you to be satisfied with your purchase. If you receive a damaged, defective, incorrect, or significantly different product from what you ordered, you may request a return or replacement subject to the conditions below.

Eligibility for Returns

A return or replacement request may be accepted if:

  • The product received is damaged or defective.
  • You received a different product, size, color, or variant than the one ordered.
  • The product is significantly different from its description on our website.
  • The product is unused and remains in its original condition and packaging, where applicable.

Return Period

Customers must contact us within 7 days of receiving the order to request a return or replacement.

Requests submitted after this period may not be accepted unless otherwise required by applicable law.

Items That May Not Be Eligible for Return

Certain products may not be eligible for return for hygiene, safety, or other practical reasons. These may include:

  • Used products
  • Products damaged after delivery due to customer misuse
  • Products without original packaging where packaging is required
  • Products that have been altered, washed, opened, or used
  • Clearance or final-sale items, where clearly stated on the product page

How to Request a Return

To request a return, contact our customer support team:

Email: urbansouqmart@gmail.com
Phone/WhatsApp: 03084366465

Please provide:

  • Order number
  • Customer name
  • Contact number
  • Reason for return
  • Clear photographs or video showing the issue, where applicable

Our team will review the request and provide further instructions.

Return Shipping

If the return is due to an incorrect, damaged, defective, or significantly misrepresented product, UrbanSouqMart may arrange or reimburse reasonable return shipping costs, subject to verification.

For returns requested for reasons other than a product defect or our error, the customer may be responsible for applicable return shipping costs.

Refunds

Once the returned product is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed using the applicable payment/refund method. For Cash on Delivery orders, we may contact the customer to obtain the necessary information for processing the refund.

Refund processing and bank/payment-provider processing times may vary.

Exchanges

Where applicable, we may offer an exchange for the same product or an alternative product of similar value, subject to availability.

Order Cancellation

Customers should contact us as soon as possible if they wish to cancel an order. Orders that have already been processed, dispatched, or handed over to the courier may not be cancellable.

Damaged Orders

If your parcel arrives visibly damaged, please contact us as soon as possible and provide photographs/videos of the package and product.

UrbanSouqMart reserves the right to investigate all return and refund requests before approving them.

For assistance, contact:

UrbanSouqMart
Email: urbansouqmart@gmail.com
Phone/WhatsApp: 03084366465