Returns and Refunds

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Refund Process

Refund Process

Masasouq is committed to processing refunds fairly and efficiently. This article outlines the steps, conditions, and timelines involved when a refund is requested and approved.

1. When a Refund May Be Issued

A refund may be processed in the following cases:

  • The item is returned and approved based on the Return Policy.

  • The order was cancelled before shipping.

  • An item in your order was out of stock and could not be delivered.

  • You received a defective, damaged, or incorrect product and do not wish to exchange it.

All refunds are subject to approval after proper inspection of the returned item.

2. Refund Methods

Refunds are issued using the same payment method used during purchase. The available refund methods include:

  • Credit or debit card (if paid online)

  • Bank transfer (if payment was made by bank or COD and refund requires manual processing)

  • Wallet or store credit (upon customer request, if applicable)

Cash refunds are not available.

3. Refund Timeline

The time it takes to receive your refund depends on the original payment method:

  • Credit/Debit Card: 5 to 7 business days

  • Bank Transfer: 7 to 10 business days

  • Store Credit: Within 2 business days after approval

Processing times may vary based on your bank or financial institution.

4. Refund Confirmation

You will be notified by email or SMS once:

  • The returned item is received and inspected

  • The refund has been approved

  • The refund has been processed

A receipt or confirmation will be provided based on the refund method.

5. Additional Notes

  • Masasouq reserves the right to reject refund requests if the returned item is used, damaged, incomplete, or received after the allowed return period.

  • Shipping fees are non-refundable unless the return is due to an error on our part (e.g., wrong or damaged item).

  • If a refund cannot be issued to the original payment method (e.g., expired card), an alternative method will be arranged upon verification.

For any questions about your refund status or assistance with the process, please contact our customer support team:
Email: customercare@masasouq.com
Phone: +974 5029 8698

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