Returns & Refunds

Please inspect your order when it arrives, where practical. If something is wrong, keep the product, its accessories, and the original packaging, and contact us as soon as you can. Prompt notice helps us review the case with our fulfilment partners.

Contact us if you received a product that is damaged in transit, defective or not working as described, the wrong item or a missing part, or otherwise unsuitable because it does not match the listing in a material way.

We review each case individually. Approval depends on the product, its condition, and the fulfilment rules attached to that order.

Change-of-mind returns are generally not accepted. A return may also be declined if the product has been used beyond a reasonable inspection, the original packaging or accessories are missing when they are required, the issue is caused by misuse, or the request is made too long after delivery for that product’s fulfilment rules.

Use the Contact page and include your full name, UAE phone number, order number, a short description of the issue, and clear photos or a short video of the product and the problem. Photos or video are often required before a case can be assessed.

If we need the product returned, we will tell you whether a pickup can be arranged or whether you need to send it back in its original packaging, including all accessories.

SouqNexa products are fulfilled through more than one partner. Return windows, pickup options, and whether a replacement or refund is available can differ by product. We will confirm what applies to your order after we review your request. We do not promise that every return is free, or that every case ends in a refund.

If a damaged, defective, or incorrect item is approved, a replacement is often the first resolution when the same product is available. Timing depends on inspection and stock. We will confirm the next step once the case is reviewed.

You pay when the order is delivered, so there is no card payment to reverse automatically. If a refund is approved, we will confirm the method with you. That is typically a bank transfer or another agreed method, after the returned product has been received and checked where required.

We do not quote a fixed number of days for refunds, because processing depends on the product, inspection, and fulfilment partner.

Return shipping is not automatically free. If the product is damaged, defective, or incorrect and the case is approved, we will tell you whether pickup or return shipping is covered. In other cases, a return charge may apply. We will explain this before asking you to send anything back.

Please use the Contact page for return requests. Include your order number so we can find the order quickly. We will reply with the outcome or with any extra information needed to complete the review.