Refund policy

Souqara Returns & Refund Policy

Last Updated: September 24, 2026

At Souqara, we want you to be happy with your purchase. Because many of the products available on Souqara are supplied and fulfilled by independent brands and suppliers through Shopify Collective, return and refund procedures may vary depending on the product and supplier.

This policy explains how returns, exchanges, cancellations, refunds, damaged products, and other order issues are handled.

1. Returns Eligibility

Eligible products may generally be returned within 30 days of delivery, provided that the applicable product and supplier return policy allows the return.

To be eligible for a return:

The return request must be submitted within the applicable return period.
The product must be unused and in its original condition, unless the return is due to damage, defect, or an incorrect item.
The product should be returned with its original packaging, tags, accessories, manuals, and other included materials where applicable.
Products must not have been altered, damaged, washed, worn, installed, or used in a manner inconsistent with their intended purpose.
Certain products may have different return requirements or may be non-returnable.

Important: Because Souqara works with multiple Shopify Collective suppliers, the return eligibility of a particular product may depend on the supplier's applicable return policy.

2. Products That May Not Be Eligible for Return

Certain products may not be eligible for return because of their nature, supplier requirements, hygiene considerations, customization, or other restrictions.

Examples may include:

Personalized or customized products
Products made specifically to the customer's specifications
Perishable products
Personal-care or hygiene products that have been opened
Sealed products where the seal has been broken for health or hygiene reasons
Gift cards or digital products, where applicable
Clearance or final-sale products where explicitly stated
Products specifically identified by the supplier as non-returnable

The product page or checkout may contain additional return information where applicable.

3. How to Request a Return

To request a return, please contact Souqara Customer Support with:

Order number
Customer name
Email address used for the order
Product name
Reason for the return
Photos or videos, where applicable
Any relevant information about the issue

For damaged, defective, or incorrect products, photographs or videos may be required to help us and the supplier investigate the issue.

Once your request is received, Souqara will review the request and, where applicable, coordinate with the relevant Shopify Collective supplier.

4. Shopify Collective Returns

For products supplied through Shopify Collective, the supplier may be responsible for processing the return.

Depending on the applicable Collective return policy:

The supplier may receive the return request automatically.
The supplier may provide the return shipping label.
The customer may be instructed to return the product directly to the supplier.
Return tracking information may be synchronized between the supplier and Souqara.
Once the supplier receives and processes the returned product, the refund may be initiated.
Where automatic Shopify Collective payments and refunds are enabled, the supplier's refund to Souqara can be transferred automatically and the customer refund can be processed automatically.

Supplier return policies can differ, and suppliers may work with Souqara to establish appropriate return arrangements.

5. Return Shipping

Return shipping responsibility depends on the reason for the return and the applicable supplier policy.

If the product is defective, damaged, or incorrect

Where the issue is confirmed to be the responsibility of the supplier or fulfillment process, Souqara will work with the supplier to arrange an appropriate return solution.

Where applicable, the supplier may provide a return shipping label.

If the customer changes their mind

For eligible change-of-mind returns, the customer may be responsible for return shipping costs if permitted under the applicable supplier policy.

Any applicable return-label or restocking fees will be communicated where applicable.

Shopify Collective allows retailers to configure whether supplier return-label and restocking fees apply.

6. Damaged Products

If your product arrives damaged, please contact us as soon as possible.

Please provide:

Your order number
Photos of the product
Photos of the packaging
Photos showing the shipping label
A description of the damage

Do not discard the product or original packaging until we have reviewed the issue, as the supplier or carrier may require evidence for an investigation.

Depending on the circumstances, Souqara may arrange a replacement, return, refund, or another appropriate resolution.

7. Incorrect Product

If you receive a product that is different from the item you ordered, please contact Souqara Customer Support as soon as possible.

We will investigate the issue with the relevant supplier and, where appropriate, arrange:

A replacement;
A return and refund; or
Another appropriate resolution.

Please do not return an incorrect item without receiving return instructions from Souqara.

8. Defective Products

If a product develops a defect, please contact us with your order information and supporting photographs or videos.

Depending on the product and supplier warranty or return terms, the available resolution may include:

Replacement
Repair
Return
Refund
Manufacturer or supplier warranty service

The applicable supplier's warranty terms may apply.

9. Refunds

Once an approved return has been received and processed, the applicable refund will be initiated.

For Shopify Collective products, the supplier generally refunds Souqara, after which the customer refund is processed according to the applicable Collective return configuration. Shopify supports automatic customer refunds when the supplier sends the refund amount to the retailer.

Refunds will normally be issued to the original payment method used for the purchase.

Depending on the payment provider, it may take additional business days for the refund to appear in the customer's account.

10. Partial Refunds

If only part of an order is approved for return, Souqara may issue a refund for the eligible returned item or items.

For Collective orders containing multiple products, returns may be processed separately according to the applicable supplier policies. Shopify Collective supports partial-return handling where suppliers refund some but not all returned items.

11. Restocking Fees

Some Shopify Collective suppliers may charge a restocking fee where permitted by their applicable return policy.

If a restocking fee applies, the customer will be informed where applicable before the return is finalized.

Shopify Collective allows retailers and suppliers to establish rules concerning supplier restocking fees.

12. Return Requests That Are Declined

A return request may be declined if:

The request is outside the applicable return period.
The product is not eligible for return.
The product has been used or damaged by the customer.
Required product packaging or components are missing.
The supplier's applicable return policy does not permit the requested return.
The customer cannot provide sufficient information or evidence where required.

Depending on Souqara's Shopify Collective configuration, declined returns may either be automatically closed or manually reviewed.

13. Exchanges

Exchanges may be available for certain products, subject to supplier availability and the applicable supplier's return policy.

Because Shopify Collective suppliers fulfill products directly to customers, exchanges are not guaranteed for every product.

If an exchange isn't available, we may instead process an eligible return and refund.

14. Order Cancellation

Customers should contact Souqara as soon as possible if they wish to cancel an order.

Cancellation requests cannot always be guaranteed because Shopify Collective orders can be forwarded to suppliers for fulfillment shortly after payment and order processing.

If an order has already been fulfilled or shipped, the customer may need to follow the applicable return process instead.

15. Lost or Undelivered Packages

If your order has not arrived within the expected delivery period, please contact us.

Souqara will review the tracking information and, where appropriate, coordinate with the relevant supplier or shipping carrier.

Customers should not automatically submit a return request for an order that has not yet been delivered.

16. Refunds for Shipping Charges

Whether original shipping charges are refundable depends on the reason for the return and the applicable supplier policy.

Where a product is confirmed to be defective, damaged, incorrect, or otherwise incorrectly fulfilled, Souqara will work with the supplier to determine the appropriate resolution.

For voluntary change-of-mind returns, original shipping charges may not be refundable.

17. Multiple Products From Different Suppliers

A single Souqara order may contain products supplied by different Shopify Collective suppliers.

In such cases:

Products may be shipped separately.
Products may have different delivery times.
Products may have different return requirements.
Returns may need to be processed separately.
Refunds may be issued at different times.

Shopify Collective specifically supports separate return handling for Collective items and other products in the same order.

18. Customer Responsibility

Customers are responsible for:

Providing accurate shipping information.
Inspecting products upon delivery.
Following return instructions.
Returning products safely and securely.
Providing accurate information about the reason for the return.
Keeping return tracking information when applicable.

Fraudulent, abusive, or repeated misuse of the returns process may result in future returns being restricted or refused, subject to applicable law.

19. Supplier-Specific Policies

Because Souqara works with independent Shopify Collective suppliers, some products may have supplier-specific return conditions.

Where a supplier's requirements differ from this general policy, the applicable product-specific or supplier-specific terms will apply, provided they comply with applicable law.

Shopify Collective allows retailers to create different return policies for different suppliers.