Returns and Refunds

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Exchange Process

Exchange Process

Masasouq offers product exchanges in certain cases where customers prefer a replacement instead of a refund. This article outlines the conditions, steps, and important notes related to the exchange process.

1. Eligibility for Exchange

An exchange may be requested if:

  • The item received is damaged, defective, or incorrect.

  • The product is unused, in its original packaging, and in resalable condition.

  • The exchange request is submitted within 7 calendar days from the delivery date.

  • The replacement item requested is currently in stock.

Note: Exchanges are not accepted for clearance items, personal-use accessories (e.g., headsets) once opened, or digital products.

2. How to Request an Exchange

To request an exchange:

  1. Log in to your Masasouq account.

  2. Go to “My Orders” and select the item you wish to exchange.

  3. Click “Request Exchange” and complete the required details, including a description of the issue and photo evidence (if applicable).

  4. Wait for confirmation and further instructions from our team.

Alternatively, you may email your request to:
customercare@masasouq.com
or call our support line at: +974 5029 8698

3. Exchange Approval and Return Instructions

Once your exchange request is approved:

  • You will receive confirmation and instructions on how to return the item.

  • The product must be returned in its original condition with all accessories, packaging, and the original invoice.

  • Depending on your location, a courier will be arranged for pickup, or drop-off instructions will be provided.

4. Replacement Dispatch

After the returned item is received and inspected:

  • If the replacement item is in stock, it will be shipped within 2 to 3 business days.

  • If the requested product is unavailable, you will be offered an alternative product, store credit, or a refund in line with our Refund Policy.

5. Additional Notes

  • Exchanges are subject to product availability.

  • Masasouq reserves the right to refuse an exchange if the item does not meet return conditions or if the request is outside the allowed timeframe.

  • Customers are advised to retain the original packaging and invoice until the process is complete.

If you need further assistance, please contact our customer support team. We are here to help.

Still have questions?

If you still have a question, you can submit a support request here. Contact Support