Refund policy

15-Day Returns and Refunds Policy

We accept eligible return requests submitted within 15 calendar days from the date the order is delivered.

Change-of-mind returns

For a change-of-mind return, the product must be unused, unworn, unwashed and in its original condition. It must include its original packaging, tags, accessories and proof of purchase.

Please contact us through our Contact page or WhatsApp at +966 57 983 9660 before sending a product back. We will provide the correct return address and return instructions. Products sent without these instructions may experience processing delays. This requirement does not limit your rights under applicable consumer law.

Damaged, defective or incorrect products

Please contact us as soon as reasonably possible after delivery if your product arrives damaged, defective, incomplete or different from what you ordered.

Provide your order details and clear photographs or a video of the issue where reasonably possible. Once the issue is confirmed, we will arrange an appropriate replacement or refund without charging you for the related return or replacement delivery costs.

The original-condition and original-packaging requirements applicable to change-of-mind returns do not prevent valid claims concerning damaged, defective or incorrect products.

Non-returnable products

Where permitted by applicable law, the following products cannot be returned:

  • Opened or used cosmetics, personal-care products or other hygiene-sensitive products that cannot be resold for genuine health or sanitary reasons.

  • Products customized or personalized according to the customer’s instructions.

  • Perishable products.

  • Digital products that have already been delivered, downloaded or activated.

  • Gift cards that have been redeemed or activated.

  • Products damaged because of misuse, improper handling or failure to follow the supplied instructions.

  • Products containing combined components that cannot be restored to their original condition.

A non-returnable product may still qualify for a remedy if it arrived damaged, defective, incomplete or incorrect.

Return delivery costs

For an eligible change-of-mind return, the customer is responsible for the return delivery cost. Any original delivery charge is non-refundable.

If the product arrived damaged, defective, incomplete or incorrect, Souq Al Shaikh will cover the reasonable return and replacement delivery costs, and any original delivery charge will also be refunded where applicable.

No undisclosed delivery charge will be deducted from a refund where the original order was advertised with free delivery.

Inspection and refunds

We will inspect returned products after receiving them and notify you whether the return has been approved.

Approved refunds will be initiated within seven business days after inspection. Refunds will be issued to the original payment method where technically possible. For Cash on Delivery orders, the refund will normally be issued by bank transfer to an account provided by the customer.

After the refund has been initiated, your bank or payment provider may require additional time to process and display it.

Exchanges

Eligible exchanges are subject to product availability. If the requested replacement is unavailable, an approved refund will be offered instead.

Cancellations

Contact us promptly if you wish to cancel your order. Orders that have not been dispatched may be cancelled.

If an order has already been dispatched, we may be unable to stop the delivery. After receiving it, you may request a return in accordance with this policy.

This does not affect any cancellation or refund right arising from excessive delivery delays or any other right provided by applicable law.

Consumer rights

The 15-day change-of-mind period does not limit any separate rights you may have concerning defective products, warranties, misrepresentation or non-conforming goods under applicable Saudi consumer law.

Last updated: 2 August 2026