REFUND POLICY

SouqHub E-Commerce Platform

This Refund Policy explains when and how customers may cancel orders, return products, request refunds, or seek exchanges through the SouqHub marketplace. It should be read together with the SouqHub Terms and Conditions, Privacy Policy, applicable vendor policies, and any mandatory consumer rights under the laws of [Insert Country/Jurisdiction].

SouqHub operates a multi-vendor marketplace. The applicable vendor, product listing, order status, payment method, delivery method, and local law may affect the available remedy and refund process.

1. When a Refund May Be Available

A refund, replacement, repair, exchange, credit, or other remedy may be available when:

1. the order is cancelled before it is accepted or dispatched, where cancellation is permitted;
2. the product is defective, damaged during delivery, materially different from its listing, incorrect, incomplete, counterfeit, or not as described;
3. the vendor cannot fulfill the order or the product is unavailable after payment;
4. the delivery is not completed within the applicable service commitment, where a refund is required by the relevant policy or law;
5. the customer exercises a legally available cancellation or withdrawal right within the applicable period;
6. a duplicate, unauthorized, or erroneous charge is confirmed through the applicable payment process.

Refund eligibility may vary by product category, vendor, payment method, delivery status, customer location, and applicable law. Nothing in this Policy limits a consumer right that cannot legally be excluded.

2. Order Cancellation

Customers may request cancellation through the available account or support channels as soon as possible. A cancellation request is not guaranteed after the vendor has accepted, prepared, or dispatched the order. If cancellation is accepted, the refund will be processed to the original payment method where possible.

SouqHub or the vendor may cancel an order because of unavailability, a clear pricing or listing error, suspected fraud, payment failure, a delivery limitation, a safety concern, or another legitimate reason. If the order is cancelled after payment, the amount eligible for refund will be returned in accordance with this Policy and applicable law.

3. Products That Arrive Damaged, Incorrect, or Defective

Customers should inspect products promptly after delivery and report damage, missing items, incorrect products, or material defects as soon as reasonably possible. To help us investigate, the customer may be asked to provide the order number, photographs, a description of the issue, packaging information, delivery details, and other relevant evidence.

Depending on the circumstances, the available remedy may include replacement, repair, partial refund, full refund, return shipping, store credit, or another remedy required by the vendor policy or applicable law. Customers should not dispose of, alter, repair, or materially use a disputed product before receiving instructions, unless necessary for safety.

4. Change-of-Mind Returns

Where change-of-mind returns are permitted, the customer must request the return within [Insert Return Window] days after delivery and comply with the applicable product and vendor conditions. The product may need to be unused, undamaged, complete, and returned with its original packaging, accessories, manuals, tags, and proof of purchase.

Return shipping charges, restocking fees, handling fees, or other deductions may apply where permitted by law and clearly disclosed before purchase. The customer remains responsible for safely packaging the product until it is received by the vendor or designated return facility.

5. Products That May Not Be Returnable

Unless required by applicable law, certain products may not be eligible for change-of-mind returns, including:

1. personal-care, hygiene, cosmetic, or health-related products that have been opened or used;
2. perishable, fresh, chilled, frozen, or temperature-sensitive products;
3. customized, personalized, made-to-order, or engraved products;
4. sealed products that cannot be returned for health or safety reasons once opened;
5. digital products, downloads, software, or services that have been accessed or activated;
6. products clearly marked as final sale or non-returnable before purchase;
7. products damaged, altered, misused, or incomplete after delivery for reasons not attributable to the vendor or delivery process.

The list above is not exhaustive. The product page, vendor policy, and applicable law may provide additional conditions.

6. How to Request a Refund or Return

To request a refund, return, exchange, or other remedy, the customer should:

1. open the relevant order in the SouqHub account and select the available return, refund, or support option;
2. submit the request within the applicable deadline and select the reason accurately;
3. provide requested photographs, evidence, product information, and delivery details;
4. follow the return instructions and use the designated carrier or method when required;
5. keep the return receipt, tracking information, and proof of shipment until the matter is resolved.

If the relevant account function is unavailable, contact SouqHub Support at [Insert Support Email] or through [Insert Support Channel].

7. Review and Decision Process

SouqHub or the relevant vendor may review the order, product condition, delivery records, photographs, tracking information, payment record, and other information needed to determine eligibility. A request may be approved, partially approved, declined, or resolved through replacement, exchange, repair, credit, or another appropriate remedy.

We may request that the product be returned for inspection before issuing a final decision, particularly where the claim involves damage, defect, authenticity, safety, or a material mismatch with the listing. We will communicate the decision and any next steps through the available support channel.

8. Refund Method and Timing

Approved refunds are generally issued to the original payment method. Where this is not possible, SouqHub may offer another lawful refund method or store credit, subject to the customer’s rights and consent where required. Cash refunds may not be available for orders paid through certain methods.

Refund processing may take [Insert Processing Time] business days after approval. After SouqHub or the vendor submits the refund, the payment provider or bank may require additional time to display the funds. Delivery fees, service fees, discounts, promotional credits, taxes, and other amounts may be treated differently depending on the reason for the refund and applicable law.

9. Promotional Offers and Credits

If an order used a discount, voucher, promotional code, loyalty credit, or free-delivery offer, the refund calculation may reflect the actual amount paid and the terms of that promotion. Promotional credits may not be refundable in cash. If a refund causes an order to no longer meet the conditions of a promotion, SouqHub may recalculate the refund or reverse the promotional benefit where permitted.

10. Fraud, Abuse, and Misuse

SouqHub may investigate unusual or repeated refund activity, false claims, product switching, intentional damage, abusive returns, payment disputes that contradict the available evidence, or other suspected misuse. Where permitted by law, we may delay processing, restrict return privileges, suspend an account, decline a claim, or take other appropriate action. This does not affect legitimate statutory rights.

11. Vendor Responsibilities

Vendors are responsible for complying with applicable consumer, product-safety, warranty, return, refund, tax, and marketplace requirements. Vendors must respond to valid customer claims, provide accurate product and policy information, and cooperate with SouqHub investigations. SouqHub may facilitate communication and resolution but may not be the manufacturer or seller of the product.

12. Payment Disputes and Chargebacks

Customers should contact SouqHub Support before initiating a payment dispute when possible, so that we can investigate and attempt to resolve the issue. Nothing in this Policy prevents a customer from using rights available through a bank, payment provider, card network, or applicable law. Customers must provide accurate information in any payment dispute or chargeback process.

13. Changes to This Policy

We may update this Refund Policy to reflect changes in our services, vendor processes, payment methods, or legal requirements. The updated version will be posted on the Platform with a revised effective date. The version applicable to an order will generally be the version in effect when the order was placed, unless a different version is required by law or provides a more favorable remedy.