Refund policy

Last updated: 25 July 2026

Thank you for shopping with SouqSwift.Online.

This Return & Replacement Policy explains the circumstances in which a product may be replaced, returned or refunded. Certain products sold through SouqSwift.Online are sourced and fulfilled by third-party suppliers and fulfilment providers, including Wave Byte.

Our standard remedy for an eligible damaged, defective, broken or incorrect product is a replacement, subject to the conditions below.

1. Replacement Eligibility

You may be eligible for a free replacement if the product received is:

  • Incorrect or different from the product ordered
  • Defective when received
  • Damaged or broken upon delivery
  • Missing an essential component or accessory
  • Materially different from its advertised description

All replacement requests are subject to review and verification.

2. Reporting Period

To help us process your claim through our fulfilment provider, you should report any visible damage, defect, breakage, missing component or incorrect product within 24 to 48 hours of delivery.

Claims submitted after this period may not qualify under our standard supplier replacement process.

This reporting period does not remove any mandatory consumer rights or remedies that cannot legally be limited under applicable law, including rights relating to hidden or later-discovered defects.

3. How to Request a Replacement

To request a replacement, contact SouqSwift.Online at:

Email: awaismaqsood959@gmail.com

Please provide:

  • Your order number
  • Customer name
  • Delivery telephone number
  • Product name
  • A clear explanation of the problem
  • Clear photographs of the product and packaging
  • A clear video demonstrating the defect, damage, breakage or incorrect item
  • A photograph of the delivery label, where available

Video evidence is normally required to verify an eligible replacement claim.

Please keep the original product, packaging, accessories, manuals and delivery label until the claim has been reviewed.

4. Troubleshooting and Verification

Some product issues may result from setup, charging, installation or incorrect use.

Before approving a replacement, we or our fulfilment provider may:

  • Request additional photographs or videos
  • Ask questions about how the product was used
  • Provide troubleshooting instructions
  • Request that the product be tested using a suitable charger, power source or method
  • Inspect the returned product

A replacement will be approved only where the available evidence or inspection reasonably confirms that the product is incorrect, damaged, defective or broken.

5. Product Condition

For an approved replacement, the returned product must normally include:

  • The original product
  • Original packaging
  • All supplied accessories
  • Manuals, parts and attachments
  • Promotional items supplied with the product, where applicable

The product must be securely packed before return or courier pickup.

A claim may be rejected if:

  • Accessories or essential parts are missing
  • The product has been intentionally damaged
  • The defect resulted from misuse or improper installation
  • The product was modified or repaired by an unauthorised person
  • The damage occurred after delivery
  • The product is not made available for inspection or return

Normal testing reasonably necessary to discover a defect will not automatically make a valid claim ineligible.

6. Replacement Process

Once a claim has been approved, one of the following methods may be arranged:

Courier Pickup

A courier pickup may be arranged from the customer’s available delivery location.

The product must be securely packed in its original packaging with all accessories.

After a successful pickup and verification, the replacement will normally be processed for dispatch within approximately 24 to 48 hours.

Customer-Arranged Return

In some cases, the customer may be instructed to send or deliver the product to a designated return location.

After the returned product has been received and inspected, the replacement will normally be processed for dispatch within approximately 24 hours.

These periods refer to replacement processing and dispatch, not final delivery. Courier delivery time will be additional.

Availability of pickup and return methods may depend on the customer’s location and courier coverage.

7. Return Authorisation

Do not send a product directly to SouqSwift.Online, Wave Byte or any warehouse before receiving written return approval and return instructions.

Unauthorised returns may:

  • Be rejected
  • Be delayed
  • Be sent to the wrong location
  • Become ineligible for processing

The correct pickup or return instructions will be provided after the claim has been reviewed.

8. Replacement Availability

Approved replacements are subject to product availability.

Where the same product is unavailable, we may offer one of the following, subject to customer agreement and applicable law:

  • A replacement with an equivalent product
  • Store credit
  • A refund
  • Another legally appropriate remedy

We will not substitute a materially different product without informing the customer.

9. Change-of-Mind Requests

Under our standard supplier process, replacements and returns are not normally accepted solely because:

  • The customer changed their mind
  • The customer no longer wants the product
  • The customer ordered the wrong colour, size, model or quantity
  • The product did not meet a personal preference that was not stated as a product specification
  • The customer found the product cheaper elsewhere

However, nothing in this section limits any mandatory cancellation or return right available under applicable UAE or Saudi Arabian law.

Where a statutory change-of-mind or cancellation right applies, the product must normally remain unused and in its original condition, with all packaging and accessories.

10. Non-Eligible Claims

A replacement may not be approved where the issue results from:

  • Accidental damage after delivery
  • Misuse, negligence or improper handling
  • Incorrect installation
  • Use with an unsuitable voltage, charger or power source
  • Failure to follow product instructions or warnings
  • Normal wear and tear
  • Unauthorised repair, modification or alteration
  • Water, heat or impact damage occurring after delivery
  • Missing packaging or accessories that prevent proper inspection
  • A claim unsupported by reasonable evidence
  • A change of mind, except where applicable law provides otherwise

11. Personal-Care and Hygiene Products

Opened or used personal-care, beauty, grooming or hygiene products cannot normally be returned for change-of-mind reasons.

A damaged, defective, incorrect or unsafe personal-care product may still qualify for an appropriate remedy, subject to verification and applicable law.

12. Refunds

The standard Wave Byte fulfilment process generally provides an eligible replacement rather than a refund.

Refunds are not normally offered where a suitable replacement can be provided.

A refund may nevertheless be issued where:

  • A replacement is unavailable
  • A replacement cannot reasonably resolve the problem
  • The order is cancelled before dispatch and cancellation is approved
  • A refund is required under applicable consumer-protection law
  • SouqSwift.Online approves a refund after reviewing the individual circumstances
  • The product is counterfeit, unsafe or materially different from its description
  • Another legally required refund right applies

SouqSwift.Online will communicate the approved remedy before processing the return.

13. Approved Refund Method

Where a refund is approved:

  • Prepaid orders will normally be refunded to the original payment method.
  • Cash on Delivery orders may be refunded through bank transfer or another mutually agreed method.
  • The customer may be required to provide accurate payment information.
  • Refund processing time may depend on the bank or payment provider.

We will inform the customer when an approved refund has been initiated.

14. Return and Pickup Costs

For a valid claim involving a product confirmed as incorrect, damaged, defective or broken upon delivery, the approved replacement and authorised return or pickup process will normally be provided without an additional replacement charge to the customer.

Customers should not independently pay for return shipping unless SouqSwift.Online has provided written instructions confirming the return method and responsibility for the cost.

Where a non-faulty return or replacement is voluntarily accepted outside this standard policy, additional delivery, pickup or processing charges may apply. Any such charge will be communicated before the customer agrees to proceed.

15. Refused Cash on Delivery Orders

Refusing a correct and undamaged Cash on Delivery order at the time of delivery is not treated as an approved product return.

Repeated refusal of confirmed orders may result in Cash on Delivery being restricted for future purchases.

This does not apply where:

  • The delivered product is visibly incorrect
  • The package has serious visible damage
  • The amount requested differs from the confirmed order total
  • Refusal is otherwise protected by applicable law

16. Statutory Consumer Rights

Nothing in this policy excludes, restricts or overrides any consumer right or remedy that cannot lawfully be excluded under applicable UAE or Saudi Arabian laws.

Where applicable law gives the customer greater rights than this policy, the applicable legal rights will take priority.

17. Contact Us

For replacement, return or refund assistance, contact:

SouqSwift.Online

Email:
awaismaqsood959@gmail.com

When contacting us, include your order number and all available photographs or video evidence.