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. Return eligibility, conditions, and timelines may vary depending on product category and seller. The applicable return conditions are displayed on each product page.
By placing an order on our website, you agree to this Returns & Refunds Policy.
2. Return Window
Standard Return Window
Most eligible items can be returned within 14 days from the date of delivery, subject to the conditions outlined below.
Category-Specific Return Windows
Certain product categories have specific return conditions:
- Decor & Furniture / Kitchenware: 14 days if unused and in original packaging
- Electrical Items: 7 days only if defective, damaged, or incorrect item delivered
- Building Materials / Flooring / Paint: 7 days only if defective, damaged, or incorrect item delivered
- Bath & Faucets / Hardware & Tools: 14 days if unused and in original condition
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)
- Clearance or final sale items
- Items marked as Non-Returnable on the product page
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 via your account or customer support
- Provide order details and reason for return
- Return request will be reviewed and approved
- Follow provided return instructions or pickup arrangement
Unauthorized returns may not be accepted.
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
- Shipping fees are non-refundable unless the return is due to an error by ALI SOUQ PORTAL L.L.C or the seller
8. Marketplace Seller Responsibility
Alisouq.com operates as a marketplace. Some items are fulfilled by third-party sellers.
- Sellers must comply with this policy
- Alisouq may intervene in disputes
- Customers are supported in case of seller non-compliance
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)