Return & Refund Policy

Urban Souq – UAE

At Urban Souq, we carefully inspect and pack every order before dispatch. To maintain product quality and hygiene, we generally do not accept returns, exchanges, or refunds for change of mind, incorrect selection, or unwanted items.

1. No Return or Refund for Change of Mind

Once an order has been confirmed and dispatched, customers cannot request a return or refund because of:

• Change of mind

• Ordering the wrong size, colour, model, or product

• No longer wanting the product

• Finding the product unsuitable after purchase

• Personal preference

• Ordering by mistake

Please carefully check the product details, size, colour, specifications, and quantity before completing your order.

2. Damaged or Defective Products

If your order arrives damaged, defective, or materially different from the product ordered, please contact Urban Souq as soon as possible after delivery.

Customers may be required to provide:

• Order number

• Clear photographs or video of the product

• Photographs of the packaging, where applicable

• A description of the issue

After reviewing the complaint, Urban Souq will determine the appropriate resolution in accordance with applicable UAE consumer-protection requirements.

Where legally applicable, the resolution may include repair, replacement, or refund.

3. Wrong Item Delivered

If Urban Souq sends an item that is different from the item ordered, please contact us promptly with your order details and supporting photographs.

We will review the issue and provide an appropriate resolution in accordance with applicable UAE law.

4. Product Condition

Where a return or replacement is legally applicable, the product may need to be returned in its original condition, including original packaging, accessories, tags, manuals, and other included items, where applicable.

Products that have been used, damaged after delivery, modified, or altered by the customer may not qualify for a return or replacement, except where required by applicable law.

5. Refunds

Urban Souq does not provide refunds for change-of-mind purchases or customer preference.

Where a refund is legally required or approved following a valid complaint, the refund will be processed using the applicable payment method or another legally permitted method.

Processing times may vary depending on the payment provider or bank.

6. Delivery Refusal

Refusing to accept a delivered order does not automatically qualify the customer for a refund. Any applicable refund or other remedy will be considered according to the circumstances of the order and applicable UAE law.

7. Contact Us

For any issue concerning a damaged, defective, or incorrect product, please contact Urban Souq with your order number and supporting evidence.

Store: Urban Souq
Country: United Arab Emirates

Important Notice

This policy applies subject to the consumer-protection laws and regulations applicable in the United Arab Emirates. Nothing in this policy is intended to remove or limit any mandatory consumer rights provided by applicable UAE law.