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, contact customer support as soon as possible, preferably within 48 hours of delivery, so we can investigate promptly. This reporting request does not remove your rights for a defect, damage, misdescription, or incorrect item reported later under applicable law.
Eligible solutions:
- Replacement (subject to availability)
- Full refund
We may request photo or video evidence for verification.
6. Return Process
- Contact customerservice@alisouq.com or +971 54 306 4845 within 14 calendar days of delivery for a standard eligible return. Cancellation and return requests are currently handled by customer support, rather than a self-service account button.
- Provide order details and reason for return
- Return request will be reviewed and approved
- Follow the free return-pickup instructions provided by Alisouq
Unauthorized returns may not be accepted.
There is no return shipping or restocking fee for an approved eligible return. Alisouq arranges collection from the customer and provides the applicable instructions. Customers do not need to print a return label or take the parcel to a drop-off location. Products should not be sent to the head office or to a seller without prior authorization.
7. Refunds
Processing Time
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.
Refund Method
- Original payment method
- Alisouq Wallet only if available and the customer expressly agrees to that alternative
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
Nothing in this policy limits rights available to customers under applicable UAE consumer protection law.
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)