1. Overview
This Returns & Refunds Policy applies to all purchases made on Alisouq.com, operated by ALI SOUQ PORTAL L.L.C ("Alisouq", "we", "our", or "us").
Alisouq.com is a multi-category marketplace offering products across building materials, home improvement, home essentials, and related categories. The same return policy applies whether an eligible product is fulfilled by Alisouq or by the seller identified on the product page.
By placing an order on our website, you agree to this Returns & Refunds Policy.
2. Return Window
Standard Return Window
Eligible items can be returned within 14 calendar days from the date of delivery, subject to the eligibility conditions and exclusions below. This 14-day window applies across eligible product categories and matches the return information shown on product pages.
3. Return Eligibility Conditions
To be eligible for a return, the following conditions must be met:
- Item must be unused, uninstalled, and in original condition
- Item must be returned in original packaging with all accessories, manuals, and invoice
- Product must not be damaged due to customer handling
- Item must match the product originally delivered
Alisouq reserves the right to inspect returned products before approving any refund or replacement.
4. Non-Returnable Items
The following items are not eligible for return unless defective, damaged, or incorrect:
- Used, installed, or modified items
- Paint products that have been opened, mixed, or tinted
- Cut-to-size, customized, or made-to-order materials
- Hygiene-sensitive items (if applicable)
- Items clearly marked Non-Returnable on the product page before purchase, where permitted by applicable law
These exclusions do not limit a customer's rights if an item is defective, damaged, not as described, or different from what was ordered.
5. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, you must report it within 48 hours of delivery.
Eligible solutions:
- Replacement (subject to availability)
- Full refund
We may request photo or video evidence for verification.
6. Return Process
- Submit a return request within 14 calendar days of delivery via your account or customer support
- Provide order details and reason for return
- Return request will be reviewed and approved
- Follow the provided free return-pickup or authorized return-location instructions
Unauthorized returns may not be accepted.
There is no return shipping or restocking fee for an approved eligible return. Alisouq will provide the applicable collection or return instructions. Products should not be sent to the head office or to a seller without prior authorization.
7. Refunds
Processing Time
Refunds are processed within 7–14 business days after inspection of returned items.
Refund Method
- Original payment method, or
- Alisouq Wallet (if applicable)
Notes
- The original outbound shipping fee is refunded when the return results from a defective, damaged, incorrect, or materially misdescribed item
- For a change-of-mind return, the approved return itself is free, but the original outbound shipping fee is not refundable
8. Marketplace Seller Responsibility
Alisouq.com is operated by ALI SOUQ PORTAL L.L.C as a marketplace. The seller is identified on each product page, but customers may use Alisouq as the single customer-support contact for every order.
- Sellers must comply with this policy regardless of who fulfills the order
- Alisouq coordinates return approval, collection instructions, seller communication, and eligible refunds
- Customers do not need to negotiate separately with a seller to exercise an eligible return or report a defective, damaged, incorrect, or materially misdescribed item
9. Rejected Returns
Returns may be rejected if:
- Item does not meet eligibility conditions
- Product differs from original delivery
- Packaging or accessories are missing
Rejected items may be returned to the customer.
10. Consumer Protection Compliance
This policy complies with UAE Federal Law No. 15 of 2020 on Consumer Protection and applicable regulations.
11. Contact Us
ALI SOUQ PORTAL L.L.C
Customer Support: +971 54 306 4845
Email: customerservice@alisouq.com
Working Hours: Monday – Sunday, 9:00 AM – 8:00 PM (GST)