Refund policy

Last updated: August 26, 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be:

  • In the same condition that you received it.

  • Unused and in its original condition.

  • In its original packaging.

  • Returned with any original accessories or included items.

  • Accompanied by your receipt or proof of purchase.

Items that have been used, damaged, altered, or returned without their original packaging may not be eligible for a refund.

Nothing in this policy is intended to limit any rights you may have under applicable UAE consumer-protection laws.

How to Request a Return

To request a return, please contact us at support@souqrush.com within 30 days of receiving your order.

Please include your order number and a brief explanation of the reason for the return.

Do not send an item back before contacting us and receiving return instructions. Returns sent without prior approval may not be accepted.

If your return request is approved, we will provide you with the necessary return instructions.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it.

If your item arrives damaged, defective, or you receive the wrong product, please contact us at support@souqrush.com as soon as possible, preferably within 48 hours of delivery.

Please provide your order number and clear photos or videos showing the issue so that we can evaluate it and determine the appropriate solution.

If the issue is confirmed to be our responsibility, we will work with you to provide an appropriate resolution, which may include a replacement or refund, subject to applicable law.

Non-Returnable Items

Certain items may not be eligible for return, including:

  • Items that have been used or worn.

  • Items that have been damaged after delivery due to misuse or improper handling.

  • Items returned without their original packaging or included accessories.

  • Gift cards.

  • Sale or clearance items, unless the item arrived damaged, defective, or incorrect, or unless otherwise required by applicable law.

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

Cash on Delivery Orders

Cash on Delivery (COD) may be available for eligible orders delivered within the United Arab Emirates.

For COD orders:

  • Payment is collected by the delivery provider at the time of delivery.

  • You are expected to accept and pay for an order that you have placed and confirmed.

  • If you refuse delivery or fail to accept a COD order, the order may be returned to us.

  • Repeated refusal or failure to accept COD orders may result in COD being restricted or unavailable for future orders.

  • A refusal or failure to accept a COD order before delivery is completed is not considered a standard product return.

  • Where permitted by applicable law, reasonable delivery or return-to-sender costs resulting from an unjustified refusal or failure to accept a COD order may be charged to the customer.

These provisions do not affect your statutory rights in relation to defective, damaged, incorrect, or otherwise non-conforming products.

Exchanges

We do not offer direct exchanges.

If you would like a different product or variant, the fastest option is to request a return for your original item. Once the return has been approved and processed, you may place a new order for the item you want.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected.

Prepaid Orders

If you paid for your order online and your refund is approved, the refund will normally be issued to the original payment method within 10 business days.

Please note that your bank or payment provider may require additional time to process and post the refund to your account.

Cash on Delivery Orders

If you paid by Cash on Delivery and your refund is approved, we will contact you to arrange an appropriate refund method.

You may be asked to provide accurate payment or account details necessary to process the refund.

We will not request your full payment-card password, PIN, or other sensitive authentication credentials.

If you have not received your approved refund within 15 business days after we confirm the refund, please contact us at support@souqrush.com.

Contact Us

If you have any questions about our Return & Refund Policy, please contact us at:

Souq Rush

Email: support@souqrush.com

Location: Dubai, United Arab Emirates