• Q: You've received A defective / damaged product, can I get a refund?
If the product you received is damaged or if it is defective, you can return the product within 15 days from the date of receipt, provided that it is In the same condition that you received it with the original box intact and/or packaging intact, once we receive the returned product, we will inspect it, and if the product is found to be defective or damaged, we will refund the value of the product paid with any shipping fees paid within one week from the date of your order to return the product.


  • Q: I received a wrong product, how do I return it?
In the unusual circumstances that the product received is wrong, you may return the product in the same condition that you received it with the box The original is intact and/or the packaging is intact. Once we receive the returned product, we will issue a refund as long as it is returned within 14 days.


  • Q: When is a Return Not Possible?
There are some cases where it is difficult for us to support a return:

    1. If return is requested outside the specified time frame of 14 days for defective or sub-special products from the day of receipt.
    2. If The item is used, damaged or not in the same condition as you received it.
    3. Select non-returnable categories such as underwear, cosmetics, socks etc.
    4. Defective Products Covered by Manufacturer's Warranty
    5. Any consumable product that has been used or installed.
    6. Products with a tampered or counterfeit serial number.
    7. Anything missing from the packaging you received including price tags, labels, original packaging, free accessories and accessories.
    8. Fragile and brittle products Personal hygiene


  • Q: I changed my mind; Can I return my purchase?
If you change your mind before receiving your product, simply contact us to cancel your order and we will refund your payment minus applicable shipping charges. If you wish to return the product after receiving it, you have up to 14 days to return it, subject to the rules listed below:
  • The product should not be in the list of “non-returnable products.”
  • The product should not be a liquidation item and clearly stated that it is non-returnable.
  • Only products whose “retail packaging” has never been opened (closed box / riveted) and still has its original seal can be returned.


  • Q: What are the products that cannot be returned?
Products that cannot be returned are:
    1. The product will not be of liquidation merchandise clearly stated as non-returnable.
    2. When the offer notes specifically state a The product cannot be returned.
  • Products that fall under the types listed below:
Music albums
Cosmetics and perfumes
Women's Socks
Also, any consumable products that have been used or made cannot be returned. As described in the Consumer Protection Law and its executive regulations and in the non-returnable products section.


  • Q: How much How long does it take to receive returned items?
Usually, a representative of the shipping company will contact you within 3-5 days from the day you requested the return.


  • Q: Can I make an appointment with the shipping company to return an item?
Currently, you will not be able to contact the shipping company directly. However, once a courier representative contacts you to pick up the product, you can provide it at your preferred time.


  • Q : Can I return my product after 14 days?
There may be situations where you have not been able to return products within 14 days, in these cases, please contact our service team Our customer to make a complaint. Complaints are handled on a case by case basis. However, all returns accepted in accordance with consumer protection laws must adhere to the specified period.


  • Q: How can I get my refund if the payment method is credit card?
If I paid through electronic means (credit card or debit card), the amount will be refunded to your card. The amount paid may take up to a month to appear on your card or cashU statement, depending on how long it takes the bank to complete this process.


  • Q: I paid via Cash on Delivery, how do I get a refund?Wali?
If you have paid through the “Cash on Delivery” service, the amount will be refunded in the form of a balance and it will be added to your SouqProcare wallet, then you can use The balance is either to make new purchases easily on the SouqProcare MarketPlace website or simply transfer the balance to your personal bank account. Or an electronic wallet
For security purposes, the name on the bank account must be the same as the name on your SouqProcare wallet and account.
Making a purchase less than or equal to the balance available in the SouqProcare MarketPlace Wallet:
If the total amount of the new purchase including shipping charges is less than or equal to the available balance in the Procare Souq wallet, the system will inform you that there is sufficient balance in the SouqProcare wallet. You will then need to click on “Submit Order” and the new purchase amount will be deducted from your available balance.
Making a purchase more than the available balance in the SouqProcare MarketPlace Wallet:
If the total amount of the new purchase including the shipping fee is more than the balance available in the SouqProcare wallet, you will need to choose a payment method via Visa or e-Wallet


  • Q: Can I exchange or change a product instead of getting a refund?
Yes, you can exchange or change the product.


  • Q: I have lost the original box that I received the product in, how can I return it?
We only accept returns if the product is in its original unopened box or packaging with all labels and barcodes on it, but in this case, please check the Help Center for more information.


  • Q: What does the Product Never Opened Retail Packaging (box closed/riveted) mean?
Means that the product is new, unused, unopened, undamaged and in its original packaging. The packaging must be as is when it is delivered to you.


  • Q: Can I return an item through a carrier? My delivery or personally delivered anywhere?
Currently, the product can only be returned to us by placing an order through our website.
  • Q: Who pays the shipping fee when the product is returned?
Can you Return the product for free within 14 days for products that are defective or do not match the specifications from the date of delivery, as SouqProcare MarketPlace will bear all shipping fees.