Return and Refund Policy

We want you to receive the product you ordered in good condition. This policy explains how to request a return from 1st Souk.

Change-of-mind returns

You may request a return within 10 calendar days of delivery. To be eligible, the product must be:

• Unused and undamaged;
• Returned with all parts, accessories, manuals, and gifts included;
• Returned in its original packaging; and
• Accompanied by proof of purchase.

We may decline a change-of-mind return if the product has been used, damaged, altered, incompletely returned, or is missing its original packaging. Customers are responsible for the return-delivery cost for an approved change-of-mind return.

Damaged, defective, or incorrect products

If your order arrives damaged, defective, incomplete, or different from what you ordered, email hello@1stsouk.com as soon as possible with your order number and clear photos or video of the issue. If we confirm that the issue is our responsibility, 1st Souk will arrange or cover the approved return-delivery cost and offer an appropriate replacement, repair, or refund.

How to request a return

1. Email hello@1stsouk.com with your order number, reason for return, and relevant photos or video.
2. Wait for return instructions and the approved return location. Do not send an item before receiving approval.
3. Pack the product securely with all original contents.
4. After we receive the returned product, we will inspect it and email you with the outcome.

Refunds

Approved refunds are issued only after the returned product has been received and inspected.

• Cash on delivery: The approved refund will be transferred to a UAE bank account provided by the customer. Processing normally takes 7–14 working days after the return is received, inspected, and approved.
• Online payment methods, when available: Approved refunds will normally be sent to the original payment method. Your bank or payment provider may need additional time to post the funds.

Original delivery charges and change-of-mind return-delivery charges are not refundable unless the return results from a damaged, defective, incomplete, or incorrect product for which 1st Souk is responsible.

Cancellations

If you need to cancel an order, contact us immediately. We cannot guarantee cancellation after an order has been confirmed or dispatched.

Contact

Return and refund questions should be sent to hello@1stsouk.com.

This policy does not limit any rights available to you under applicable UAE law.