Returns and cancellations
You can return an item within 7 days of delivery if it is wrong, damaged or defective, or if it is sealed and unopened. Contact us on WhatsApp or at contact@souqshine.com within the 7 days with your order reference and photos or a video of the unboxing where relevant.
What we can accept
- Wrong, damaged or defective items (dead on arrival), reported within 7 days of delivery
- Sealed, unopened items in their original packaging, returned within 7 days of delivery
- Phones that have been opened, activated or used can be returned only if they are wrong, damaged or defective
After you contact us
We inspect the item and confirm the outcome (replacement or refund) with you on WhatsApp.
Sending the item back and refunds
- Returns are sent back by mail or courier, and the customer arranges and pays for the return delivery.
- We do not charge a restocking fee.
- Approved refunds are processed within 14 days of us receiving and inspecting the item.
Cancelling an order
You can ask us to cancel an order that has not been dispatched. Message us on WhatsApp with your order reference.
Wrong, damaged or defective items
If you receive an item that is different from what you ordered, damaged in transit or not working, tell us immediately and keep the original packaging.