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Return Policy
At Masasouq, we aim to provide a positive and worry-free shopping experience. If you are not satisfied with your purchase, you may return eligible items under the following conditions.
1. Return Window
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Return requests must be submitted within 7 calendar days of receiving the order.
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Requests submitted after this period may not be accepted.
2. Conditions for Return
To be eligible for a return, the item must:
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Be in new, unused condition
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Be returned in the original packaging with all accessories, manuals, tags, and protective materials
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Include the original invoice or proof of purchase
3. Non-Returnable Items
Returns are not accepted for the following:
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Items marked as “non-returnable” on the product page
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Opened headsets, earphones, or hygiene-related products
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Digital products, software licenses, or downloadable content
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Clearance or final sale items
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Products damaged due to misuse, unauthorized repairs, or modifications
4. Return Process
To initiate a return:
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Log in to your Masasouq account and go to “My Orders”
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Select the item and click “Request Return”
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Complete the form and upload photos if the item is defective, damaged, or incorrect
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Wait for approval and return instructions
If you checked out as a guest or need assistance, you may contact our customer support team by email, phone, or contact form.
5. Inspection and Refund
Once the returned item is received:
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It will be inspected to ensure it meets the return conditions
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A refund, store credit, or exchange will be processed based on your request and product availability
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Refund processing time depends on your payment method (refer to our Refund Policy)
6. Important Notes
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Return shipping fees may apply depending on the reason for return (see Return Shipping policy)
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Unapproved or late returns may be rejected
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Returned items must be packed securely to prevent damage during transport
If you have any questions regarding returns, please contact us at:
Email: customercare@masasouq.com
Phone: +974 5029 8698