Refund Policy

Introduction

At SOOUQNA, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations or may not be exactly what you need. This Refund Policy outlines our procedures for returns, refunds, and exchanges to ensure a smooth and fair process for all our customers.

Please read this policy carefully before making a purchase. By placing an order on our Platform, you agree to the terms outlined in this Refund Policy.

Return Eligibility

To be eligible for a return, your item must meet the following criteria:

• The item must be returned within 30 days of the delivery date. Items returned after this period may not be accepted.
• The item must be in its original condition, unused, unworn, and with all tags and labels attached.
• The item must be in its original packaging, which should be intact and undamaged.
• You must have proof of purchase, such as an order number or receipt.

Please note that certain items are not eligible for return due to hygiene and safety reasons. See the "Exceptions and Non-Returnable Items" section for more details.

Return Process

To initiate a return, please follow these steps:

1. Contact Customer Service: Reach out to our customer service team through our Contact Us page, by email at returns@soouqna.com, or by phone at +1 (555) 123-4567 within 30 days of receiving your order.
2. Provide Order Information: Include your order number, the item(s) you wish to return, and the reason for the return.
3. Receive Return Authorization: Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return instructions.
4. Package the Item: Securely package the item in its original packaging, including all accessories, manuals, and free gifts that came with the product.
5. Attach Return Label: Print and attach the return shipping label provided by our customer service team (if applicable).
6. Ship the Item: Send the package to the address provided in the return instructions. We recommend using a trackable shipping method.

Once we receive your return, our team will inspect the item to ensure it meets our return eligibility criteria. You will be notified by email once your return has been processed.

Refund Process

After your return is received and inspected, we will process your refund according to the following guidelines:

• Original Payment Method: Refunds will be issued to the original payment method used for the purchase.
• Refund Amount: The refund will include the full purchase price of the returned item(s). Shipping charges are non-refundable unless the return is due to our error (wrong item shipped, defective product, etc.).
• Store Credit: In some cases, we may offer store credit instead of a refund to the original payment method. This will be clearly communicated during the return process.
• Gift Returns: For items received as gifts, refunds will be issued as store credit to the gift recipient.

You will receive an email notification when your refund has been processed. Please see the "Refund Timeline" section for information on when to expect your refund.

Exceptions and Non-Returnable Items

The following items cannot be returned or refunded:

• Personal Care Items: Products such as cosmetics, perfumes, and personal hygiene items that have been opened or used, due to health and safety regulations.
• Intimate Apparel: Underwear, swimwear, and other intimate items, unless they are defective or damaged upon receipt.
• Perishable Goods: Food items, flowers, and other perishable products.
• Custom-Made Products: Items that were customized or personalized specifically for you.
• Digital Products: Downloaded software, e-books, digital content, or online services that have been accessed or used.
• Gift Cards: Prepaid cards or gift certificates.
• Clearance Items: Products marked as "Final Sale," "Clearance," or "As Is."

If you have received any of these non-returnable items in a damaged or defective condition, please contact our customer service team within 48 hours of delivery.

Damaged or Defective Items

If you receive an item that is damaged or defective, please contact our customer service team within 48 hours of delivery. Please provide:

• Your order number
• A description of the damage or defect
• Photos of the damaged or defective item

For damaged or defective items, we offer the following solutions:

• Replacement of the same item (subject to availability)
• Full refund including any shipping charges
• Store credit for the full amount plus an additional 10% as a goodwill gesture

We may request that you return the damaged or defective item for inspection. In such cases, we will cover the return shipping costs.

Exchanges

If you would like to exchange an item for a different size, color, or product, please follow these steps:

1. Contact our customer service team to request an exchange within 30 days of receiving your order.
2. Specify the item you wish to return and the item you would like to receive instead.
3. Our team will check the availability of the requested item and provide you with exchange instructions.

Please note the following regarding exchanges:

• If the new item costs more than the original item, you will need to pay the price difference.
• If the new item costs less than the original item, we will refund the difference to your original payment method.
• Exchanges are subject to product availability. If the requested item is out of stock, we will offer a refund or store credit.
• Only one exchange is permitted per order. Additional changes will be processed as new purchases.

Cancellations

You may cancel an order under the following conditions:

• Pre-Shipment Cancellations: Orders can be cancelled at no charge if they have not yet been shipped. To cancel an order, contact our customer service team as soon as possible with your order number.
• Post-Shipment Cancellations: Once an order has been shipped, it cannot be cancelled. Instead, you will need to receive the item and follow our return process.

For pre-shipment cancellations, refunds will be processed to the original payment method within 3-5 business days.

International Returns

For customers outside of [Country], our return policy applies with the following additional considerations:

• The return window remains 30 days, but we understand that international shipping may take longer. Please contact us as soon as possible if you wish to initiate a return.
• You are responsible for any customs duties, taxes, or fees incurred during the return shipping process.
• International returns should be sent with a trackable shipping method that provides proof of delivery.
• Please mark the package as "Returned Merchandise" to avoid additional customs charges.

Due to the complexity of international returns, processing times may be longer than for domestic returns. We appreciate your patience.

Return Shipping Costs

Our policy regarding return shipping costs is as follows:

• Customer's Responsibility: In most cases, the customer is responsible for return shipping costs. We recommend using a trackable shipping method to ensure the package reaches our returns department.
• SOOUQNA's Responsibility: We will cover return shipping costs if the return is due to our error (wrong item shipped, defective product, etc.). In such cases, we will provide a prepaid return shipping label.

Original shipping charges are non-refundable unless the return is due to our error.

Refund Timeline

Once your return is received and inspected, you can expect the following timeline for your refund:

• Processing Time: We will process your return within 3-5 business days of receiving the item.
• Credit Card Refunds: Refunds to credit cards typically appear on your statement within 5-10 business days after processing, depending on your credit card company.
• Debit Card Refunds: Refunds to debit cards typically appear in your account within 5-7 business days after processing.
• PayPal Refunds: Refunds to PayPal accounts are usually processed within 1-2 business days.
• Store Credit: Store credit is issued immediately after your return is approved and will be sent to your email address.

If you haven't received your refund within the expected timeframe, please check your bank account or credit card statement first, then contact our customer service team for assistance.

Contact Information

If you have any questions or concerns about our Refund Policy, please contact our customer service team:

Our team is committed to resolving any issues promptly and ensuring your satisfaction with our products and services.