Return and Refund Policy

In our commitment to providing a unique experience for customers and suppliers,we strive to ensure transparency and clarity in our return and refund processes. This policy is in line with the needs of the Saudi market and local and international quality standards

Return Policy

A return request can be submitted under the following conditions:

📌 Product Condition:
The product must be in its original condition as received, without any damage or usage.
This includes the original packaging and all accessories or documents that came with the product.
📅 Timeframe:
The return request must be submitted within 7 business days from the date of receipt.
If the product is defective or different from the order, a return request can be submitted within 14 business days.
📸 Proof of Condition:
Clear evidence must be provided to support the return request, such as product photos or videos.
The evidence should clearly show defects, damages, or differences from the original order.
🚫 Excluded Products:
Custom-made or personalized products (unless they are defective).
Consumable products such as inks or perishable materials once opened.

Return Process

To ensure a smooth return process, please follow these steps:

📞 Contact Support:
Submit your return request via email at info@souqpress.com or through your account on the platform.
Please provide all necessary details, including order number, issue description, and supporting evidence.
📋 Request Review:
Our team will review the request within 3 business days to ensure it meets the return conditions.
If additional information is required, we will contact the customer or the vendor.
📦 Return Shipping:
If the return request is approved, the customer will be asked to return the product to the vendor.
Shipping arrangements will be determined based on the location of the customer and the vendor.

Refund Policy

💰 Eligible Refund Cases:
If the return request is approved, a refund will be issued within 5-7 business days.

📦 Products Damaged During Shipping:
If the product is confirmed to be damaged during shipping, the customer will receive a full refund or a replacement product.
🚚 Shipping Fees:
If the issue is caused by the vendor (wrong product, quality defect), the vendor will cover the return shipping costs.
If the return is requested by the customer without any defect or error, the customer will bear the return shipping costs.

Shipping & Return Process

🚚 Option 1 (Self-Shipping):
The customer is responsible for shipping the product back to the vendor using the shipping details provided in the system.
📦 Option 2 (Shipping via Our Partners):
The system automatically generates a shipping request in collaboration with our logistics partners.
A pickup appointment is scheduled from the customer’s address.

Completion of Refund or Replacement Process

💰 In Case of a Refund:
Once the vendor receives and inspects the returned product to ensure it meets the conditions, the refund will be processed within 5-7 business days.
🔄 In Case of a Replacement:
The vendor will ship the replacement product within 3 business days from the date of receiving the returned product.