Refund policy

7-Day Return & Refund Policy

Website: MarhabaSooq.com
Last Updated: October 9, 2026

At MarhabaSooq.com, we aim to provide a reliable and transparent shopping experience. This Return and Refund Policy explains how we handle defective, damaged, incorrect, and eligible unwanted products.

1. Return Request Period

Customers must contact us within 7 calendar days of receiving their order to request a return, exchange, or refund under this policy.

Please contact our support team within this period and provide your order number and relevant details. Reporting a problem within 7 days does not guarantee approval; each request will be reviewed according to the conditions below and applicable consumer-protection laws.

Nothing in this policy limits any rights customers may have under applicable law.

2. Defective, Damaged, or Incorrect Items

**Defective Products

If a product arrives faulty, defective, or not functioning as described, please contact us within 7 calendar days of delivery. We will review the issue and provide an appropriate resolution, which may include a replacement, repair, or refund, subject to applicable law.

Products Damaged During Delivery

If your order arrives broken or visibly damaged, please contact us within 7 calendar days of delivery. Include clear photographs or videos of the product, its packaging, and the shipping label where available.

We will assess the damage and arrange an appropriate resolution. Original packaging is helpful for inspection but will not automatically disqualify a claim involving damage during delivery.

Incorrect Items

If you receive a product different from the item you ordered, contact us within 7 calendar days. Please provide photographs of the received product and your order confirmation. We will review the issue and arrange an appropriate replacement or refund.

For verified defective, delivery-damaged, or incorrect items, MarhabaSooq.com will not deduct the standard delivery fee from an approved refund. We will explain any necessary return arrangements and costs before proceeding.

3. Change-of-Mind Returns

If you change your mind after receiving your order, you may request a return within 7 calendar days, subject to eligibility.

To qualify, the product must be unused, undamaged, complete, and returned with its original accessories, tags, manuals, and packaging where reasonably available.

Change-of-mind returns are subject to approval. Where permitted by applicable law, the customer is responsible for the return shipping cost and the original delivery fee may be non-refundable. Any applicable deductions will be communicated before the return is processed.

Products that have been used, installed, altered, or damaged by the customer may not qualify for a change-of-mind return, subject to applicable law.

4. Products Not Eligible for Change-of-Mind Returns

Unless required by applicable law or covered by an approved defective, damaged, or incorrect-item claim, the following may not qualify for a change-of-mind return:

  • Products that have been used, altered, or damaged after delivery by the customer.

  • Products missing essential accessories or components.

  • Products with broken seals where opening the seal makes the item ineligible for return under applicable rules.

  • Products with minor colour variations caused by screen settings or lighting, provided the item matches its description and is not materially misrepresented.

Damage, defects, or incorrect items will be assessed separately and will not automatically be rejected under these change-of-mind exclusions.

5. Return Shipping Costs

For approved change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed or required by law.

For verified defective, damaged-on-arrival, or incorrect products, MarhabaSooq.com will explain the return arrangements and cover applicable return shipping costs as required by law and our approved resolution.

Any non-refundable original delivery charges or other deductions will be disclosed clearly before the refund is processed.

6. Refund Method and Processing Time

Approved refunds will normally be issued to the original payment method where possible. If another method is required, our support team will coordinate it with the customer.

Once the returned product has been received and inspected, we aim to process approved refunds within 3–5 business days. The time taken for the funds to appear in the customer's account may depend on the payment provider or bank.

Refunds are not issued in cash by delivery couriers. This does not affect any refund rights available under applicable law.

7. How to Request a Return or Refund

To request a return, exchange, or refund:

  1. Contact our customer support team via WhatsApp or email within 7 calendar days of receiving your order.

  2. Provide your order number, reason for the request, and a description of the issue.

  3. For damaged, defective, or incorrect products, attach clear photos or videos of the item and packaging.

  4. Wait for our team to review your request and provide return instructions before shipping the item back.

We aim to respond within 24–48 hours, excluding circumstances that require additional investigation.

Please do not send products to our warehouse without receiving return instructions.

8. Contact Us

For return and refund enquiries, please contact MarhabaSooq.com through the customer support contact details published on our website.

We are committed to reviewing requests fairly and handling approved returns and refunds transparently, in accordance with this policy and applicable UAE consumer-protection laws.