Return & Refund Policy

Return & Refund Policy

Last updated: August 1, 2026

At Palm Souq (https://palmsouq.shop), your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help. Please read our Return & Refund Policy carefully before initiating a return.

1. Return Eligibility

We accept returns within 7 days of the delivery date. To be eligible for a return, the following conditions must be met:

  • The item must be unused, unopened, and in its original condition.
  • The item must be in its original packaging with all tags, labels, and accessories intact.
  • Proof of purchase (order confirmation or receipt) must be provided.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Personal care and hygiene products (e.g., skincare, haircare, grooming items) once opened.
  • Customized or personalized items made to order.
  • Gift cards and store credits.
  • Items marked as “Final Sale” or “Non-Returnable” at the time of purchase.
  • Items that have been used, damaged by the customer, or are missing original packaging.

3. How to Initiate a Return

To initiate a return, please contact our customer support team within 7 days of receiving your order:

Please include your order number, the item(s) you wish to return, and the reason for the return. Our team will review your request and provide you with return instructions within 24–48 business hours.

4. Refund Inspection Process

Once we receive your returned item, our team will inspect it to verify that it meets the return eligibility criteria. We will notify you by email of the outcome of the inspection. If the return is approved, your refund will be processed. If the item does not meet our return conditions, we will notify you and the item may be returned to you at your expense.

5. Refund Processing Time

Approved refunds will be processed within 5–10 business days after the return has been inspected and approved. The refund will be credited to your original payment method. Please note that your bank or payment provider may take additional time to reflect the refund in your account.

6. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery. Please provide:

  • Your order number.
  • A clear description of the issue.
  • Photos or videos of the damaged or defective item and its packaging.

We will arrange a free replacement or issue a full refund at no additional cost to you, depending on product availability and your preference.

7. Exchange Policy

We currently do not offer direct exchanges. If you would like a different item, please return the original item (subject to our return conditions) and place a new order for the desired product.

8. Return Shipping Costs

Unless the return is due to a defective, damaged, or incorrect item, the customer is responsible for the cost of return shipping. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit during the return process.

9. Contact Us

If you have any questions about our Return & Refund Policy, please reach out to our support team:

We aim to respond to all inquiries within 24–48 business hours.