Refund policy

Return & Refund Policy — HABIBI SOUQ

At Habibi Souq, your satisfaction is our top priority. We offer a 30-day hassle-free return guarantee on all eligible products. If you are not completely satisfied with your purchase, we will make it right — no questions asked.

1. Return Conditions

For a return to be accepted, the following conditions must be met:

  • Return request submitted within 30 days of the delivery date
  • Item must be in its original condition — unused and unwashed
  • Item must be in its original packaging with all tags attached
  • Order number or proof of purchase must be provided
  • Item must have been purchased directly from HABIBI SOUQ

Items NOT eligible for return:

  • Items returned after 30 days from the delivery date
  • Items that have been used, washed, or damaged by the customer
  • Items with removed tags or missing original packaging
  • Perishable goods, food items, and consumables
  • Underwear and personal hygiene products (for health and safety reasons)
  • Custom or made-to-order products
  • Items marked as "Final Sale" or "Non-Returnable" at the time of purchase
  • Digital or downloadable products

2. How to Return an Item

Step 1 — Contact Us Within 30 Days Send an email to info@habibisoouq.store with your order number and reason for return. Attach photos if the item is damaged or incorrect.

Step 2 — Receive Return Authorization Our team will review your request within 1–2 business days and send you a return authorization confirmation with instructions.

Step 3 — Pack the Item Securely Place the item in its original packaging with all accessories and tags. Write your order number on the outside of the package.

Step 4 — Ship the Item Back For defective or incorrect items — we arrange a free pickup from your address. For change-of-mind returns — return shipping costs are the customer's responsibility.

Step 5 — Refund Processing Once the item is received and inspected, your refund will be processed within 3–7 business days.

3. Refund Methods

Refunds are issued based on the original payment method:

Cash on Delivery (COD) → Bank Transfer (UAE IBAN) or Store Credit → 3–7 business days after receipt Credit Card / Debit Card → Refund to original card → 5–10 business days (bank processing) Store Credit / Voucher → Restored to your store account → 1–2 business days Digital Payment (Apple Pay, Google Pay, Tabby, Tamara) → Refund to original payment method → 3–7 business days

COD Order Refunds: Since COD orders are paid in cash, refunds are processed via UAE bank transfer (IBAN). We will contact you to securely collect your IBAN number. No processing fees are charged. IBAN data is deleted once the refund is complete.

4. Return Shipping Costs

Defective or damaged product upon receipt → HABIBI SOUQ — Free pickup Wrong item sent → HABIBI SOUQ — Free pickup Change of mind / ordered wrong size → Customer pays return shipping Product does not meet expectations (not defective) → Customer pays return shipping

5. Exchange Policy

We offer free exchanges within 30 days for the following reasons:

  • Wrong size or color sent by us
  • Defective or damaged product

For exchanges due to a change of mind (e.g., preferring a different size or color), the customer is responsible for return shipping. The replacement item will be shipped to you free of charge once the original item is received.

Quick Exchange Tip: To receive your new item faster, place a new order for the correct item and return the original for a full refund. This avoids waiting for exchange processing.

6. Damaged or Defective Items

If your item arrives damaged, defective, or different from what you ordered:

  • Contact us within 48 hours of delivery
  • Send clear photos or a short video of the damage to info@habibisoouq.store
  • We will arrange a free pickup and send a replacement or full refund — your choice
  • No return shipping fees will be charged

Important: Damage claims submitted after 48 hours of delivery may not be accepted. Please inspect your order immediately upon receipt.

7. Cash on Delivery (COD) Orders — Return Notes

  • You may refuse delivery at the door if the packaging is damaged or torn — inform the courier immediately.
  • If you accepted the delivery and then discover an issue, contact us within 48 hours for defective items or within 30 days for general returns.
  • Refunds for COD orders are processed via UAE bank transfer (IBAN) — we will contact you to collect your banking details.
  • COD delivery fees (if any) are non-refundable unless the return is due to our error.

8. Non-Refundable Items & Situations

Refunds are not available in the following cases:

  • Items returned after 30 days
  • Items showing signs of use, washing, or customer-caused damage
  • Original shipping fees (for change-of-mind returns)
  • Items marked as "Final Sale" at the time of purchase
  • Gift cards or store vouchers
  • Perishable goods and hygiene products

9. Refund Timeline

Day 1 — Submit return request via email Days 1–2 — Return approved and pickup scheduled Days 3–5 — Item picked up and delivered to us Days 5–6 — Item inspected and refund initiated Days 7–10 — Refund arrives in your account

10. Contact Us for Returns

Store Name: HABIBI SOUQ Email: info@habibisoouq.store Address: Dubai, United Arab Emirates Working Hours: Monday to Saturday, 9:00 AM – 6:00 PM (UAE Time) Response Time: Within 24 hours on business days

Return Quick Checklist:

  • Return requested within 30 days of delivery
  • Item unused and in original packaging
  • Order number ready
  • Photos taken (if damaged or defective)
  • Email sent to info@habibisoouq.store

This policy is compliant with UAE Consumer Protection Law (Federal Decree-Law No. 5 of 2023) and regulated by the UAE Ministry of Economy · HABIBI SOUQ © 2026 · All Rights Reserved