Refund policy

RETURNS & REFUNDS

We hope you’re happy with your SOUQ7 order. If you need to make a return, please see our policy below.

14-DAY RETURNS

You have 14 days from receiving your order to request a return.

To be eligible for a change-of-mind return, your item must be:

  • Unused and unopened
  • In its original condition
  • In its original packaging
  • Accompanied by proof of purchase

For hygiene and safety reasons, opened or used hair styling and personal care products cannot be returned, where the applicable hygiene exception applies.

To request a return, please contact us at souq7@aol.com before sending anything back.

If your return is accepted, we’ll provide instructions on where and how to return your order. Items sent back without first requesting a return may not be accepted.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order when it arrives.

If your item is damaged, defective, incorrect or not as described, please contact us as soon as possible so we can assess the issue and put it right.

Where appropriate, we may ask for photos of the product and packaging.

Your statutory rights are not affected by our 14-day returns policy.

NON-RETURNABLE ITEMS

For hygiene and safety reasons, we cannot accept change-of-mind returns for opened or used hair styling or personal care products where the applicable hygiene exception applies.

We also cannot accept returns for:

  • Gift cards
  • Personalised or custom-made products
  • Products damaged or altered after delivery

Please contact us if you’re unsure whether your item is eligible for return.

SALE ITEMS

Sale or promotional items are subject to the same statutory consumer rights as full-price items.

Where a sale item otherwise qualifies for a change-of-mind return under this policy, it may be returned within the applicable return period.

EXCHANGES

We do not currently offer direct exchanges.

If you would like a different product, please return your eligible item and place a new order once your return has been accepted.

UK & EU CANCELLATION RIGHTS

Where applicable, customers purchasing online have the right to notify us that they wish to cancel their order within 14 days of receiving their goods.

After notifying us of the cancellation, you generally have a further 14 days to return the goods.

Certain sealed goods may be exempt from cancellation rights once unsealed where they are not suitable for return due to health protection or hygiene reasons.

These cancellation rights do not affect your statutory rights regarding faulty, damaged, incorrect or misdescribed goods.

RETURN SHIPPING

For eligible change-of-mind returns, the customer is responsible for the cost of returning the item unless otherwise agreed.

If an item is faulty, damaged or incorrect, we will cover reasonable return costs where a return is required.

Please contact us before returning anything so we can provide the correct return instructions.

REFUNDS

Once your return has been received and inspected, we’ll let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow up to 10 business days for your bank or payment provider to process the refund after it has been issued.

Original standard delivery charges will be refunded where required by applicable consumer law. Any additional amount paid for an upgraded or express delivery service may not be refundable.

If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact:

souq7@aol.com