At Souq Vista, we're committed to providing you with high-quality products and a seamless shopping experience. Your satisfaction is our priority. Please read our Return & Refund Policy carefully to understand your options.

1. General Return Conditions

• Eligibility Window: You may return eligible items within 3 days from the date of delivery.
• Item Condition: To be eligible for a return, your item must be unused, in its original condition, and in its original packaging. This includes all tags, labels, accessories, and documentation that came with the product.
• Proof of Purchase: A valid receipt or order number is required for all returns.
• Non-Returnable Items: For hygiene and safety reasons, or due to their nature, certain items cannot be returned. These include:
  • Perishable goods (e.g., fresh food, flowers)
  • Personalized or custom-made items
  • Digital products (e.g., software downloads, e-books)
  • Undergarments, swimwear, and intimate apparel
  • Health and personal care items (e.g., opened cosmetics, medical supplies)
  • Items marked as "Final Sale" or "Non-Returnable" on the product page or at checkout.
  • Gift cards

2. Reasons for Return

We accept returns for the following reasons:

• Defective or Damaged Products: If you receive a product that is defective, damaged, or not as described on our website, please contact us immediately upon receipt. We'll arrange for a return, replacement, or full refund as per your preference and product availability, including covering return shipping costs.
• Incorrect Item Received: If you receive an item different from what you ordered, please notify us within 7 days of delivery. We'll arrange for the correct item to be sent and cover any return shipping costs for the incorrect item.
• Change of Mind: For eligible items, if you simply change your mind, you may return the product within the specified eligibility window. In such cases, the item must be in perfect, re-sellable condition as received. Please note that return shipping costs for "change of mind" returns will be borne by the customer.

3. Return Process

To initiate a return, please follow these steps:

1. Contact Customer Service: Email us at care.souqvista@gmail.com or call us at [Your Customer Service Phone Number - Optional, but recommended] within the eligible return window. Please provide your order number, the item(s) you wish to return, and the reason for the return.
2. Return Authorization: Our customer service team will review your request and, if approved, will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send back your item(s). Please do not send items back without an RMA number.
3. Package Your Item(s): Securely pack the item(s) in their original packaging, including all accessories, tags, and documentation. Clearly write the RMA number on the outside of the package.
4. Ship Your Return: Send your package to the address provided by our customer service team. We recommend using a trackable shipping service and purchasing shipping insurance, especially for high-value items, as we cannot be responsible for items lost or damaged during return transit.

4. Refunds

• Processing Time: Once your return is received and inspected, we'll send you an email notification. We'll also notify you of the approval or rejection of your refund.

• Approved Refunds: If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
• Shipping Costs (Original Order): Original shipping charges are non-refundable unless the return is due to our error (e.g., defective, damaged, or incorrect item).
• Late or Missing Refunds: If you haven't received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us at care.souqvista@gmail.com.

5. Exchanges

We generally process exchanges as a new order after the original item has been returned and refunded. If you wish to exchange an item, please follow the return process above to return the original item for a refund, and then place a new order for the desired item. This ensures you get the exact item you want faster.

6. Important Notes

• Refused Returns: We reserve the right to refuse returns that do not meet the above conditions.
• Excessive Returns: We may monitor return activity and reserve the right to limit or refuse returns if we identify a pattern of excessive or unusual return behavior.
• UAE Consumer Protection Law: This policy is subject to the applicable consumer protection laws and regulations in the United Arab Emirates. Your rights under these laws are not affected by this policy.

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Contact Us

For any questions regarding our Return & Refund Policy, please contact us:

• Email: care.souqvista@gmail.com