Our Return Policy ensures your complete satisfaction with every purchase from Arwa Souq. We stand behind the quality of our products and offer a straightforward return process designed for your convenience.
Eligibility for Returns
You may return most items purchased from Arwa Souq within thirty days of delivery. Items must be unused, unwashed, and in their original condition with all tags attached. The product packaging should remain intact and undamaged. Items purchased during promotional periods are subject to the same return conditions unless otherwise specified at the time of purchase.
Certain items are non-returnable, including undergarments, swimwear, and customized or personalized products. Items that show signs of wear, damage, or alteration cannot be accepted for return. If you have questions about whether a specific item is returnable, please contact our customer service team before making your purchase.
How to Initiate a Return
To start a return, log into your Arwa Souq account and navigate to your order history. Select the order containing the item you wish to return and click the return request button. Provide details about your reason for the return and follow the on-screen instructions to generate a prepaid return shipping label.
Alternatively, you can contact our customer service team directly via email or phone. Our representatives will guide you through the return process and answer any questions you may have. We aim to respond to all return inquiries within one business day.
Preparing Your Return
Once your return is approved, carefully pack the item in its original packaging or in protective packaging that prevents damage during transit. Include all original components, accessories, and documentation that came with the product. Attach the prepaid return shipping label securely to the outside of the package.
Do not write directly on the package. Use the provided label to ensure your return reaches our warehouse correctly. If you choose to use your own shipping method instead of the prepaid label, you are responsible for all shipping costs, and we cannot guarantee receipt of your return.
Shipping Your Return
Drop off your return package at any authorized shipping location. Keep your tracking number for your records so you can monitor the package's journey to our warehouse. Returns typically arrive at our facility within seven to ten business days, depending on your location and the shipping method used.
Once we receive your return, we will inspect the item to verify it meets our return conditions. This inspection process usually takes three to five business days. You will receive an email notification confirming receipt of your return and the status of your refund.
Refund Processing
Approved returns are refunded to your original payment method. Refunds typically appear in your account within five to seven business days after approval, though your bank or credit card company may take additional time to process the credit. If you paid using a digital wallet or alternative payment method, the refund timeline may vary.
If your return is denied because the item does not meet our return conditions, we will notify you with a detailed explanation. You will have the option to arrange for the item to be reshipped to you at your expense, or you may choose to donate it or dispose of it as you see fit.
Exchanges
If you received a defective item or an incorrect product, we offer exchanges at no additional cost. Contact our customer service team with photos of the issue and your order number. We will arrange to send you a replacement item and provide a prepaid return label for the defective product.
Exchanges are processed more quickly than standard returns. Once we receive and inspect your returned item, we will ship your replacement immediately. In most cases, you will receive your replacement within ten to fourteen business days from the date you initiate the exchange.
Damaged or Defective Items
If your item arrives damaged or defective, contact us immediately with clear photos showing the damage or defect. Do not discard the packaging, as it may be needed for our investigation. We will arrange a replacement or refund without requiring you to pay for return shipping.
Document the condition of the item and packaging when it arrives. If possible, take photos before opening the package. This documentation helps us investigate damage claims and improve our shipping processes.
Special Circumstances
Items purchased on final sale or clearance are generally non-returnable. However, if the item is defective or damaged, we will still honor our return policy. Items purchased with a discount code or promotional offer are subject to the same return conditions as regularly priced items.
If you received a gift from Arwa Souq, you may return it within thirty days of the original purchase date. You will receive a store credit equal to the item's value, which you can use toward future purchases. Store credit does not expire and can be applied to any item in our catalog.
International Returns
For customers outside the United Arab Emirates, return shipping costs may apply depending on your location. We will provide you with return shipping options and associated costs before you initiate your return. Some international returns may take longer to process due to customs and shipping delays.
Contact our customer service team to discuss return options for international orders. We will work with you to find the most cost-effective and convenient solution for your situation.
Customer Service Support
Our customer service team is here to help with any questions about our return policy. You can reach us via email, phone, or through the contact form on our website. We are committed to resolving any issues quickly and fairly.
If you are unsatisfied with a return decision, you may request a review by our management team. Provide additional information or documentation supporting your case, and we will reconsider your request within five business days.
Policy Updates
Arwa Souq reserves the right to update this return policy at any time. Changes will be posted on our website and will apply to orders placed after the effective date. We encourage you to review this policy periodically to stay informed of any updates.
Your satisfaction is our priority. We believe this return policy demonstrates our commitment to providing excellent customer service and standing behind every product we sell.
