This Returns Policy applies in respect of all products which may be supplied to you as a buyer on www.soukchic.ae (the “Site”) or on our mobile application (together defined as the “Platform”).
The owner and operator of the Platform is Souk chic LLC, a limited liability company registered in the United Arab Emirates (“UAE”), with its office located at Business Bay, Sobha Ivory 2, Second Floor, Dubai in the UAE (“we”, “our” or “us”).
Soukchic offers returns for eligible products purchased on the Platform subject to the terms of this Returns Policy.
Eligible products may be determined using the table below. Products that are not eligible for return cannot be returned under any circumstances.
|Return||Return (Possibility)||Return Condition|
|You have received a wrong product;||Yes||Product is unused, in original unbroken packaging and includes all tags.|
|You have received a product that is not as described on the Platform; or|
|You have received a damaged product.|
|You have changed your mind||Only if the product is eligible for return AND is returned in the condition required for return as set out below.||Please see below|
Products which are not eligible for return for which you do not have a right to return, replace or exchange include the following:
|Products that are classified as hazardous materials or use flammable liquids or gases||Not eligible for return|
|Any consumable product which has been used or installed||Not eligible for return|
|Products with tampered or missing serial numbers||Not eligible for return|
|Products that have been used or damaged by you or are not in the same condition as you received them||Not eligible for return|
|Beauty and Health|
|Hair and personal care, vitamins-dietary supplements and sports nutrition products||Not eligible for return|
|Beauty (Cosmetics, Skin Care, etc.), fragrances and Health products that are opened or used||Not eligible for return|
|Underwear, lingerie, swimwear, bra, socks & tights||Not eligible for return|
Products which may be eligible for return subject to their condition include the following:
|Apparel (excluding underwear, lingerie, swimwear, bra, socks & tights) which is unused, unworn, unwashed, undamaged, with all their labels and tags completely intact, in original packaging with invoice||Eligible for return|
|Footwear, eyewear, watches, bags & luggage in their original packaging with all tags completely intact with invoice||Eligible for return|
|All products (except those included in the not eligible for return section above) which are unused and are in their original packaging with invoice||Eligible for return|
Products which are eligible for return may only be returned to us within seven (7) days of receipt. If you have not contacted us to arrange a return within seven (7) days of receiving the product, you will not longer be permitted to return the product.
Return process for eligible products
Step 1: Contacting us to arrange a return. You may contact us through email, social media or chat on the Site.
Step 2: We will send a courier to collect your product from the delivery address. It may take up to one week based on your location for a product to reach us once you return it. We will not accept returns by any other method of delivery or collection.
Step 3: On receipt of your returned product at our fulfilment centre in the UAE, the product will undergo quality checking by our team. This may take up to fourteen (14) business days from receipt of your product.
Step 4: Our team will notify you by email that:
a) The product has been accepted for return; or
b) The product does not meet the required guidelines or conditions and is not eligible for return.
Step 5: If your product has been accepted for return, it may take up to fourteen (14) business days for the refund to get credited to your credit card or your Soukchic wallet.
If the product has not been accepted for return, we will make two (2) attempts to deliver the product back to you. In case both attempts of delivery are unsuccessful, we will hold the product for three (3) business days only in our delivery hub. You can raise a request for another attempt with our customer care team within three (3) business days post the last notified attempt. If we receive the request from the customer for another attempt within three (3) business days post the last notified attempt, we can arrange the last attempt for delivery within two (2) business days otherwise the item will be disposed of and the customer won’t be able to request for the delivery of the product again.
Soukchic shall reserve the right to return a product to the customer if the product returned does not meet the required guidelines or conditions as set out in this returns policy. The customer shall not be entitled to any refund if the product is not eligible for return.
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