Returns and Refunds

Return Shipping

At Masasouq, we aim to make returns as smooth as possible. This article explains how return shipping works, including who covers the cost, how to prepare the item, and when return shipping applies.

1. Who Pays for Return Shipping?

The return shipping cost depends on the reason for return:

• ✅ Masasouq covers the return shipping if:

  • You received a wrong, damaged, or defective item

  • The item delivered does not match the description or specifications

• ❌ The customer covers the return shipping if:

  • The return is due to change of mind, incorrect selection, or personal preference

  • The product was delivered correctly and without defect

Shipping fees (if applicable) will be clearly communicated during the return process.

2. How to Return a Product

To return a product:

1. Submit a return request through your Masasouq account or the Contact Form

2. Wait for approval and return instructions

3. Ensure the item is:

   • In original condition

   • With packaging, accessories, tags, and invoice

4. Pack the item securely and hand it to the assigned courier

Returns sent without approval may not be accepted.

3. Return Pickup or Drop-off

• Pickup: In most cases, Masasouq will arrange for a courier to collect the item from your address

• Drop-off: In some cases, especially outside of Doha, you may be asked to deliver the item to a nearby collection point or courier partner

All return logistics will be coordinated with you directly.

4. Tracking and Confirmation

Once the returned item is received and inspected:

• You will be notified via email or SMS

• A refund, replacement, or store credit will be issued based on the approved resolution

• Processing typically takes 3–5 business days after receipt

5. Questions or Assistance

If you have questions about your return or shipping instructions, please contact our customer service team:

customercare@masasouq.com
+974 5029 8698
Contact Form