Return & Refund Policy – Hub Al Souq
1. Return Eligibility
• Customers must file a complaint within 12 working hours of delivery.
• Items must be in original condition and unused (e.g., apparel must not be worn if incorrect).
• Requests submitted after the time frame may not be eligible for refund.
2. Investigation Process
• Customers are required to submit photo or video evidence of the parcel and product via the platform.
• A live chat support agent will assist with logging the complaint.
• Hub Al Souq team will conduct an investigation with the vendor.
• If vendor is found at fault, the vendor bears all associated costs.
3. Refund Method
• Approved refunds will be credited to the customer's wallet on the platform.
• Wallet balance can be used for future purchases only within Hub Al Souq.
• If customer don't want refund in wallet then the refunds will be done on the original mode of payment used.
4. Exchange Option
• If applicable, exchanges may be offered instead of refunds, based on vendor and stock availability.
5. Non-Refundable Items
• Perishable goods, digital items, and services may not be eligible for refunds unless otherwise stated by the vendor.
