Policies and Terms

Refund Policy

At Masasouq, we strive to ensure customer satisfaction. If you are not satisfied with your purchase or if a product arrives damaged, defective, or incorrect, you may be eligible for a refund in accordance with the conditions outlined below.

1. Eligibility for Refund

A refund may be issued in the following cases:

• You received a defective or damaged item.

• You received the wrong product (different model or specifications than ordered).

• The item is not as described on the website.

• The product was returned in its original condition, including packaging, tags, accessories, and proof of purchase.

• A cancellation request was approved before the item was shipped.

2. Items Not Eligible for Refund

Refunds will not be issued in the following cases:

• The product was used, damaged by the customer, or not returned in its original condition.

• Items such as software, digital products, gift cards, or personal hygiene products (e.g., headsets) that have been opened.

• The return request was submitted outside the allowed return period.

• Clearance or “final sale” items explicitly marked as non-refundable.

3. Refund Process

1. Submit a refund request via the “My Orders” section or contact our support team.

2. Provide your order number, product details, and reason for the request.

3. If approved, the item must be returned to us following the provided instructions.

4. Upon receiving and inspecting the returned item, the refund will be processed.

4. Refund Method and Timeline

• Refunds will be issued to the original payment method (credit/debit card, wallet, or bank transfer).

• Processing time:

  • Up to 5 business days for wallet or card refunds

  • Up to 10 business days for bank transfers

• You will receive a confirmation once the refund has been processed.

5. Additional Information

• If the return is due to a Masasouq error (wrong or damaged item), the return shipping cost will be covered.

• If the return is due to a change of mind, the customer may be responsible for return shipping fees.

• Masasouq reserves the right to inspect the item before issuing a refund.

If you have questions regarding your refund status or return request, please contact our customer support team. We are here to assist you every step of the way.