Returns by category
Most items can be returned within 14 days of delivery, and electronics within 7 days. Return pickup from your door is free.
- Home & Kitchen, Beauty & Care and Sports & Outdoors follow our general goods policy: 14 days from delivery, unused and in the original packaging.
- Fashion: 14 days, unworn and with the tags attached. Innerwear and swimwear can't be returned, for hygiene reasons.
- Electronics: a change-of-mind return is possible within 7 days only when the item is unopened and factory-sealed. A 10% restocking fee is withheld and the original delivery fee isn't refunded, so it is not a full refund.
- Opened electronics have no change-of-mind return. The manufacturer warranty applies, and a reported fault is inspected; the inspection can decide a refund or a replacement.
- Fresh & Grocery items can't be returned once delivered, unless they arrive damaged or spoiled and you report it within 24 hours of delivery with a photo. Then we offer a replacement if one is available, or a refund.
- Return pickup from your door is free. The refund follows the pickup and an accepted inspection, and we show you the refund amount before you confirm. It goes back the way you paid; cash and wallet payments go to your Souqly Wallet, or by bank transfer in 3-5 business days if your wallet is kept in another currency.
- The 10% restocking fee applies only to change-of-mind returns of sealed electronics; there is none for faults or for other categories. The delivery fee is kept on a change-of-mind return.
- A promotion lowers what you paid; a refund returns the amount you actually paid for the item.
Before you decide
Electronics, Fashion, Fresh & Grocery, Home & Kitchen, Beauty & Care and Sports & Outdoors from independent sellers, delivered in Saudi Arabia and the UAE.
Standard delivery in 2-4 business days, express the next business day, and same-day in metro zones for orders placed before 2:00 PM. If we miss a promised time, we add a wallet credit.
Our Help Centre answers every day from 8:00 AM to 11:00 PM by app chat, WhatsApp or phone, in Arabic and English.
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A good marketplace purchase starts here
Read the seller's listing, dimensions and warranty together: each product shows its own warranty, and many carry none. Keep your order number to hand when you contact support. Separate parcels may move at different speeds.
Keep your return options open
Check the department before opening the packaging. Most items can be returned within 14 days, unused and in the original packaging, and fashion with its tags attached. Electronics go back for a change of mind only unopened and factory-sealed, within 7 days. Fresh and grocery items can't be returned unless they arrive damaged or spoiled.
Changing a delivery plan
Before dispatch you can change the address within the order's country. After dispatch the courier can reroute the parcel to an address you confirm in the same country, with a new delivery slot. Keep building and access directions clear, without sensitive information in a public note.
Where does a refund go?
The payment method decides the route. Card and Apple Pay refunds go back to the original card in 5-7 business days. Wallet refunds are instant. Cash-on-delivery refunds go to your Souqly Wallet instantly, or by bank transfer in 3-5 business days after verification, never to a card.