Return & Refund Policy

Last Updated: September 2026

Welcome to Royal Souq UAE | رويال سوق الإمارات.

We want you to shop with confidence. This Return & Refund Policy explains when products purchased from Royal Souq UAE may be returned, exchanged, repaired, or refunded.

By placing an order through our website, you acknowledge and agree to this policy, subject always to your rights under applicable UAE laws.

1. Your Consumer Rights

Royal Souq UAE respects the consumer protection rights applicable in the United Arab Emirates.

For online purchases, you may be entitled to return or exchange goods where, for example:

• The product arrives damaged or defective.

• The product is incomplete or missing essential parts.

• The product received is materially different from the product description or specifications advertised on our website.

• The wrong product or an incorrect item is delivered.

• The product does not comply with the applicable terms of the purchase.

• A delivery delay makes the product impossible to use for the intended purpose.

Nothing in this policy is intended to limit or exclude any mandatory consumer rights available to you under UAE law.

2. Change-of-Mind Returns

Where permitted by our store policy and applicable law, we may accept returns for eligible products that are unused, unopened, and in their original condition.

To be eligible:

• The item must be unused and in resalable condition.

• Original packaging, accessories, manuals, and tags should be included where applicable.

• The product must not have been damaged or altered after delivery.

• Certain products may be excluded for hygiene, health, safety, personalization, or other legally permitted reasons.

Important: This voluntary return option does not replace or restrict your statutory rights regarding defective, damaged, incorrect, or misdescribed products.

3. Damaged or Defective Products

If your product arrives damaged or has a defect, please contact us as soon as reasonably possible.

For faster assistance, please provide:

• Your order number

• Your name and contact details

• A description of the problem

• Clear photographs or a short video showing the issue

• Photographs of the packaging if it was damaged during delivery

After reviewing the issue, we may arrange an appropriate remedy, which may include:

Repair, replacement, exchange, or refund, depending on the nature of the problem and the rights applicable under UAE law.

4. Wrong or Incorrect Product

If you receive an item different from what you ordered, please contact us.

Where the error is attributable to Royal Souq UAE or our fulfilment/delivery process, we will arrange an appropriate solution, which may include replacement, exchange, or refund as applicable.

Please do not use the incorrect item after discovering the error.

5. Return Request Procedure

To request a return, please contact our customer service team through the contact details provided on our website.

Please include:

Subject: Return Request – [Order Number]

Your request should contain:

• Order number

• Product name

• Reason for the return

• Photos/video where relevant

• Preferred contact information

We will review your request and provide instructions regarding the return process.

Please do not send products to an address without receiving return instructions from us first.

6. Product Condition

Unless the return relates to a defect, damage, incorrect product, or another circumstance where UAE law provides otherwise, returned products should be:

• Unused

• Unwashed

• Undamaged

• In original packaging

• Complete with accessories and included components

Products that have been used, intentionally damaged, altered, or returned incomplete may not qualify for a voluntary change-of-mind return where exclusion is legally permitted.

7. Beauty, Cosmetics, Perfumes & Personal-Care Products

For hygiene and consumer-safety reasons, opened or used beauty, cosmetic, perfume, and personal-care products may not be eligible for voluntary change-of-mind returns where exclusion is legally permitted.

However, this does not affect applicable consumer rights where a product is defective, damaged, incorrect, unsafe, or materially different from its description.

8. Electronics & Gadgets

Electronics and gadgets should be returned with their original accessories and packaging where applicable.

If an electronic product develops a defect, please contact us so that we can assess the issue and provide the appropriate remedy under the applicable warranty and UAE consumer-protection requirements.

9. Refunds

If a refund is approved, the refund will normally be processed through the original payment method, subject to the payment provider's processing procedures.

The amount refunded will depend on the circumstances of the return and applicable law.

Where Royal Souq UAE is responsible for a defective, damaged, incorrect, or materially misdescribed product, we will handle applicable return/refund costs in accordance with UAE law and the circumstances of the case.

10. Shipping & Return Costs

For voluntary returns that are not caused by a defect, damage, incorrect item, or other issue attributable to Royal Souq UAE, the customer may be responsible for applicable return shipping costs where permitted by law and clearly communicated before the return.

Where the return is required because of an issue attributable to Royal Souq UAE, we will arrange the appropriate return solution and applicable costs in accordance with UAE law.

11. Delivery Issues

If your order arrives damaged, incomplete, or contains the wrong product, please contact us promptly.

If a delivery delay makes the product impossible to use for its intended purpose, please contact our customer service team so that we can investigate and provide the appropriate remedy.

12. Non-Returnable Items

Where legally permitted, certain products may not qualify for voluntary returns, including:

• Opened or used personal-care and hygiene products

• Certain opened cosmetics or perfumes

• Products that are personalized or made to order

• Products that cannot be returned for health, hygiene, or safety reasons

• Items that have been damaged through misuse

• Products specifically excluded by applicable law or regulation

These exclusions do not remove any mandatory rights you may have under UAE consumer-protection laws.

13. Fraudulent or Abusive Returns

Royal Souq UAE reserves the right to investigate suspected fraudulent, abusive, or repeated improper return activity.

Nothing in this section limits any consumer rights provided by applicable UAE law.

14. Refund Processing

Once an approved return has been received and assessed, we will notify you of the outcome.

Where a refund is approved, we will initiate the refund using the applicable payment method. The time required for the funds to appear in your account may depend on your bank or payment provider.

15. Contact Us

For questions regarding returns, exchanges, or refunds, please contact:

Royal Souq UAE | رويال سوق الإمارات

Email: [Your Customer Service Email]
WhatsApp: [Your UAE WhatsApp Number]
Phone: [Your UAE Contact Number]
Website: [Your Store URL]

Please include your order number whenever contacting us about an existing order.

16. Changes to This Policy

Royal Souq UAE may update this Return & Refund Policy from time to time to reflect changes in our business, products, procedures, or applicable laws and regulations.

The latest version will always be published on our website.

Our Commitment

At Royal Souq UAE, we aim to provide a transparent and convenient shopping experience for customers throughout the UAE.

Thank you for shopping with Royal Souq UAE.

تسوق بثقة مع رويال سوق الإمارات 🇦🇪