Refund policy

Refund & Return Policy – Yalla Souqx

At Yalla Souqx, we are committed to providing quality products and a smooth shopping experience. If you receive a damaged, defective, incorrect, or incomplete product, we are here to help.

1. Return & Exchange Eligibility

You may request a return or exchange if:

  • The product is damaged or defective upon delivery.

  • You received the wrong product.

  • The product is incomplete or missing essential parts.

  • The product does not match the product description due to an error on our part.

Return requests must be submitted within 7 days of receiving the order.

2. Change of Mind

For hygiene, safety, and product-quality reasons, we generally do not accept returns simply because the customer has changed their mind, ordered the wrong product, or no longer wants the item.

However, eligible cases may be reviewed at our discretion.

3. Non-Returnable Products

The following products may not be eligible for return or exchange:

  • Personal hygiene and beauty products that have been opened or used.

  • Products that have been damaged due to misuse or improper handling.

  • Products without their original packaging or accessories.

  • Products that have been used, altered, washed, or damaged by the customer.

  • Items specifically marked as non-returnable or final sale.

4. Condition of Returned Products

To be eligible for a return or exchange, the product should be unused and returned with its original packaging, accessories, manuals, and other included items where applicable.

For damaged or defective products, customers may be asked to provide clear photos or videos showing the issue.

5. Wrong or Damaged Product

If you receive a wrong, damaged, or defective product, please contact us as soon as possible.

After reviewing the issue, Yalla Souqx may offer:

  • A replacement product;

  • An exchange for another available product; or

  • A refund, where applicable.

6. Refunds

Once your return/refund request has been approved, the refund will be processed through the applicable payment method.

Refund processing time may vary depending on the payment provider or bank.

For Cash on Delivery (COD) orders, the refund method and processing procedure will be communicated to the customer after the return is approved.

7. Return Shipping

If the return is due to an incorrect, defective, or damaged product caused by Yalla Souqx, the applicable return/replacement shipping cost will be covered by us.

If a return is approved for another reason, the customer may be responsible for the applicable return shipping charges.

8. How to Request a Return

To request a return, please contact our customer support with:

  • Order number

  • Customer name and contact number

  • Reason for return

  • Clear photos/videos of the product, if applicable

Our team will review your request and provide the next steps.

9. Refund Policy Exceptions

Refunds and returns are subject to product eligibility, inspection, and applicable UAE consumer protection requirements. Nothing in this policy is intended to limit any rights that customers may have under applicable UAE law.

10. Contact Us

For return or refund assistance, please contact Yalla Souqx Customer Support through the contact details provided on our website.

Yalla Souqx
Dubai, United Arab Emirates

Thank you for shopping with Yalla Souqx.