Return, Refund and Exchange Policy

At TFS Souq, we are committed to ensuring your satisfaction with every purchase. If you encounter any issues with your order, please read our Return, Refund, and Exchange policy to understand how we handle such situations.

1. Return Policy

We accept returns under the following circumstances:

• The wrong product was sent by the merchant.
• The product is defective.
• The product was damaged in shipping.
• The product is tampered.

To initiate a return, please follow these steps:

• Contact Us: Notify us within 24 hours of receiving the product by contacting our customer service team at [email protected] or by calling +974 7722 1606 / +974 4464 9260.
• Provide Details: Clearly state the reason for the return and provide relevant details, such as your order number and contact information.
• Return Authorization: Await authorization from our customer service team before proceeding with the return. Unauthorized returns may not be accepted.
• Return Shipping: Ensure that the product is securely packed for return and arrange for it to be shipped back to us.

2. Refund Policy

Refunds will be processed under the following conditions:

• The wrong product was sent by the merchant.
• The product is defective.
• The product was damaged in shipping.
• The product is tampered.

Refunds will be made onto the original mode of payment used for the purchase. Please note that shipping charges will not be refunded as part of the refund process. The processing time for refunds may vary and typically takes between 10 to 45 days, depending on the issuing bank of the credit card.

3. Exchange Policy

If you receive a product that meets the return criteria but prefer an exchange rather than a refund, please follow these steps:

• Follow the same steps as outlined in the Return Policy.
• In your communication with our customer service team, specify that you would like to exchange the product.
• We will arrange for the replacement product to be shipped to you once the returned item is received and inspected.

4. Conditions for Returns, Refunds, and Exchanges

• Products must be returned in their original condition, including all packaging, accessories, and documentation.
• Returns must be initiated within 24 hours of receiving the product.
• Authorization from our customer service team is required before returning any item.
• Shipping charges for returning items may apply, unless the return is due to an error on our part.

5. Contact Information

If you have any questions or concerns about our Return, Refund, and Exchange policy, please feel free to contact our customer service team at:

• Email: [email protected]
• Phone: +974 7722 1606 / +974 4464 9260

Your satisfaction is important to us, and we aim to resolve any issues promptly and fairly. Thank you for shopping with TFS Souq.