Returns, Refunds & Cancellation Policy

Returns, Refunds & Cancellation Policy
Important Notice: Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Some situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department.
We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order.
If your order is cancelled after your credit card has been charged, the said amount will be reversed back in your Card Account. No cash disbursement shall be made under any condition whatsoever.

Policy Detail:
We care about our customer life cycle i.e. from the moment you place an order, delivered it to you & support after delivery. Your satisfaction is way too important for our survival & growth.
You can get a full refund within 7 days from the date of delivery (T&C Given Below).

A1.) Terms & Conditions for Refund Process
You are eligible for refunds if:

  • The item was purchased on our platform.
  • The item you received was damaged, defective, or substantially different from the item represented on the product detail page.
  • The product was damaged in transit.
  • Your order did not arrive due to factors related to the delivery service.
  • If you cancel the order before being dispatched.
You are not eligible for refunds if:
  • The item was damaged or tampered with by you.
  • If you simply do not like the product after delivery.

A1.1 BrandSouq is only liable to pay a refund in Gift Card Or Item Exchange.


A1.2 There will be no cash refund under any circumstances unless and until the product a customer received is completely damaged.


A1.3 Cash Refunds are not valid once the store credit or gift card has been issued.

A2) BrandSouq LLC SHJ BR will accept its products for a full refund only if it is returned in its original condition within 7 days from the time of delivery accompanied by the original invoice.

A2.1) If you see any damage to the product you've received, please email us immediately at with 4 clear pictures of the product including the part it's damaged, or visit our BrandSouq store within 24 hours of receiving the product.

A2.2) All products must be returned unused, with all related accessories (such as designer tags, instruction booklets, etc.) if any, still attached and in the same condition as received, in their original box and packaging.

A2.2) All products that are returned due to error/mistake such as wrong product/color/size/tampered/damaged etc. from BrandSouq LLC SHJ BR can be returned free of return shipping charge. 

A2.3) Any paid orders/products within the order that are canceled mid-transit can only be retrieved and refunded after the product has been successfully delivered to the customer. Customers shall be liable to pay AED 20 return charge along with an AED 5 Cancellation charge if incase the items/orders are cancelled during mid-transit with a request to refund. The cancellation charge will not be applied on mid-transit orders that are to be exchanged. 

A2.4) Kindly note that - Products that are returned due to ordering the wrong size under FREE DELIVERY eligibility will not be returned free of charge. The customer shall be liable to pay the return shipping amount charged by our shipping provider.

However, exceptions are made to the customers who are not eligible for FREE DELIVERY as they will not be charged for incorrect size returns. 

Additionally, please retain all documentation and packaging in order to return your order. All returns must be shipped back in the BrandSouq LLC SHJ BR packaging in which your original order was delivered.

BrandSouq LLC reserves the right to refuse the return of any products that do not meet the above return requirements.

B1) Returns & Exchanges:

  • All items that are returned due to conditions not that of the BrandSouq's fault will be charged AED 20 as return/reverse order by Fetchr. All items that are subject to delivery after the exchange will be charged AED 20 except for the customers whose original order is not under the FREE SHIPPING category
  • A customer may not exceed the limit of 3 exchanges of the same product within the 7 day return period of the initial bill. Customers are not eligible for any kinds of returns/exchanges after the 7-day return/exchange period or the 3 exchange limits - whichever comes first.
  • Returns & Exchanges may take up to 7 - 10 business days. 
  • Customers Must Request For Refund Via Email or Whatsapp Business. Any Other Return Request Will Be Invalid.

C1) Refund Period For Card Purchases:

Products that are returned for refunds meeting the above criteria will be processed within 10 to 45 days depends on the issuing bank of the credit card.

C1.1) Refund Methods:

  • Refunds for purchases made using debit or credit cards (Visa, MasterCard or American Express) will be issued to the same card that was used to make the purchase.
  • If you purchased using guest checkout you will need to create an account on so that we can issue you the relevant refund.
  • Purchases made using more than one payment method such as a mix of credit card and store credit will be returned in form of Store Credit only.


If you purchased choosing Cash on Delivery as your payment method then you are eligible for;

  • Cash Refunds Directly From the Store. BrandSouq is Not Liable To Refund The Customer Unless & Until the Product Received Is Completely Damaged
  • Product Exchanges
  • Gift Card Refunds 
BrandSouq LLC will not be liable to refund/return through any other methods other than mentioned above. 
All Cash On Delivery exchanges or refunds must be done strictly within 7 days of the initial purchase.
COD Fee & Delivery charges are not included with refunds. 
Please note
  • The original shipping charges and customs fees and taxes, if any, incurred at the time of purchase are non-refundable.

Cancellation Policy

If you wish to cancel your order, please send an email to with your order ID and reason for cancellation. Please note that cancellation should be requested within 24 hours after placing an order or before it gets handed to the shipper.

Occasionally, orders or parts of an order are cancelled by our system for various reasons such as below:

  • Item(s) not available
  • Difficulty in processing your payment information
  • Cannot ship to address provided
  • Duplicate order was placed
  • Cancelled due to customer’s request
  • Damaged or faulty items
  • Incomplete shipping details provided (address/mobile number)

If you need any further assistance regarding returns, refunds & cancellation, please send us an email at

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