Shipping and Delivery

Returns and Exchanges

At Masasouq, we want you to shop with confidence. If you are not completely satisfied with a product, we offer return and exchange options in accordance with the conditions outlined below.

1. Return Policy Overview

You may return eligible products within 7 calendar days of receiving your order, provided the item:

• Is in unused, original condition

• Includes all original packaging, manuals, and accessories

• Is not part of the non-returnable items list (e.g., opened headsets, hygiene products, digital goods, clearance items)

All returns are subject to inspection and approval.

2. Exchange Policy Overview

Exchanges are allowed in the following cases:

• You received the wrong, damaged, or defective item

• You prefer a replacement product of the same type and value

• The requested exchange item is in stock

Exchanges must also be requested within 7 days of receiving your order and are subject to the same return conditions.

3. How to Request a Return or Exchange

Step 1: Log in to your Masasouq account
Step 2: Go to My Orders and select the relevant order
Step 3: Click Request Return or Request Exchange and fill in the required details
Step 4: Upload images if the item is incorrect or damaged
Step 5: Wait for approval and follow the provided instructions

Alternatively, you may contact our support team:

• Email: customercare@masasouq.com

• Phone: +974 5029 8698

4. Return or Exchange Approval

Once your request is reviewed:

• You will be notified if it is approved or declined

• If approved, we will coordinate a pickup or ask for drop-off at a designated location

• Items must be packed securely in their original condition

5. Refund or Replacement

After the item is received and inspected:

• A refund, replacement, or store credit will be processed

• Refunds follow our Refund Policy, and replacements are shipped within 2–3 business days (if in stock)

6. Shipping Charges

• Return shipping is covered by Masasouq only in cases of damaged, defective, or incorrect items

• For voluntary returns (change of mind, incorrect selection), the customer bears the return shipping cost

7. Non-Returnable Items

The following items are not eligible for return or exchange:

• Opened or used headsets, earphones, or personal-use items

• Digital products or software licenses

• Items marked as “non-returnable”

• Clearance or final-sale products

• Products returned incomplete or damaged due to misuse

Need Help?

For any issues related to returns or exchanges, please reach out to our customer care team for assistance. We are here to help you.