1. Overview
This Cancellation Policy applies to all orders placed on Alisouq.com operated by ALI SOUQ PORTAL L.L.C.
Customers may request cancellation of eligible orders subject to the conditions outlined below.
2. Cancellation Before Dispatch
To request cancellation before dispatch, contact customerservice@alisouq.com or +971 54 306 4845 with your order number. Customer support handles cancellation requests; there is currently no self-service cancellation button in the customer account.
Orders cancelled before dispatch are eligible for a full refund.
3. Cancellation After Dispatch
If an order has already been dispatched:
- Customers may still request cancellation
- Cancellation approval depends on shipment status
- Shipping charges may be deducted where applicable
Customers may also refuse delivery for dispatched orders.
Refund eligibility will be subject to the Returns & Refunds Policy.
4. Marketplace & Supplier Orders
Alisouq coordinates cancellation with the supplier. A supplier's internal processing status or the quantity ordered does not by itself remove the pre-dispatch cancellation entitlement stated above. Any different terms for a customized, cut-to-size, or made-to-order quotation must be clearly presented and expressly agreed before the customer commits to that purchase. Undisclosed seller-specific restrictions do not apply.
5. Refund Processing
Once a refund is approved after any necessary inspection, Alisouq initiates it on the same day. The time for the credit to appear depends on the payment provider and issuing bank; Alisouq will confirm when the refund has been initiated.
Refunds are made through:
- Original payment method
- Alisouq Wallet only if available and the customer expressly agrees to that alternative
6. Cancellation by Alisouq
Alisouq reserves the right to cancel orders due to:
- Stock unavailability
- Pricing errors
- Supplier limitations
- Fraud prevention checks
- Operational constraints
Customers will be notified and refunded accordingly.
7. Contact Us
ALI SOUQ PORTAL L.L.C
Email: customerservice@alisouq.com
Phone: +971 54 306 4845