Returns and Refunds

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مواضيع التعليمات ذات الصلة

Initiating a Return

Initiating a Return

Masasouq offers a simple return process to ensure your satisfaction. If you are not fully satisfied with a product you have received, you may request a return within the allowed time period and under the applicable conditions.

1. Return Eligibility

Before initiating a return, please ensure the following:

  • The return request is submitted within 7 calendar days of delivery.

  • The product is in original condition, unused, and includes all packaging, tags, manuals, and accessories.

  • The item is not a non-returnable product, such as opened headsets, digital goods, hygiene-related items, or clearance sales marked “non-returnable.”

2. How to Submit a Return Request

There are two ways to request a return:

Option 1: Through Your Account

  1. Log in to your Masasouq account.

  2. Go to “My Orders” and locate the order you want to return.

  3. Click “Request Return” and complete the required details.

  4. Upload photos if the product is damaged, incorrect, or defective.

  5. Submit the request and wait for approval and return instructions.

Option 2: By Contacting Customer Support
If you checked out as a guest or cannot access your account:

Please include your order number, the item you wish to return, the reason for return, and photos if applicable.

3. Return Review and Approval

Once we receive your return request:

  • It will be reviewed by our returns team.

  • You will be notified by email or phone once the request is approved or declined.

  • If approved, you will receive pickup or drop-off instructions.

4. Returning the Item

After approval:

  • The product must be packed securely in its original condition.

  • A courier will collect the item or you may be asked to deliver it to a designated location, depending on your area.

  • Once received and inspected, a refund, replacement, or credit will be processed.

5. Important Notes

  • Unapproved returns may be rejected and sent back to the customer.

  • Return shipping fees may apply depending on the reason for return (refer to our Return Shipping Policy).

  • Items returned incomplete or damaged may not be eligible for refund or exchange.

If you need assistance at any stage of the return process, please contact our support team. We are here to help

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