Return & Refund Policy

1. What can be returned

Most products can be returned if all of the following are true:

• It is within the return period shown on the product page — 14 days from delivery, unless that page states otherwise.
• It is unused, unworn and unwashed, in its original condition.
• It is in the original manufacturer packaging, with your order confirmation or invoice.
• All accessories, tags, manuals, warranty cards and promotional items that came with it are included.

Please check your order when it arrives and tell us straight away if anything is damaged, defective, incomplete or simply not what you ordered. Handle a product only as much as you need to in order to check it — installing, modifying or using it beyond that can affect whether it can be returned.

We may review order details, proof of purchase, photographs or delivery records, and consult the seller or manufacturer, before approving a return. Requesting one does not guarantee approval, and the product is still inspected when it reaches us.

2. What cannot be returned

For health, safety, hygiene or legal reasons, these cannot normally be returned unless they arrive damaged, defective or incorrect:

• Cosmetics and skincare once the seal is broken, and hygiene or personal care products
• Food, drink and anything perishable — our grocery department is non-returnable by default
• Personalised or customised products
• Digital content or software once it has been accessed
• Supplements, medicines and other healthcare items restricted by law
• Gift cards and vouchers
• Anything marked “final sale” or “non-returnable” at checkout
• Products damaged after delivery through misuse, neglect or improper storage

3. How to start a return

Contact us through Customer Service or email support@suqq.com within the return window, with your order number, your contact details, the reason for the return and photographs where they help. Once it is approved we will send you return instructions, including the return address, any authorisation number, and how the item should be packed or collected.

Please follow those instructions — sending something back without authorisation can delay your refund or prevent us from matching the parcel to your order.

4. Packing and sending it back

Use the original packaging where you can, with the accessories, manuals and labels included, and remove any old shipping labels. For electronics, please back up and wipe your data and remove SIM or memory cards first — we cannot take responsibility for personal data left on a returned device. Pack fragile items, liquids and batteries securely; damage caused by poor packing may reduce your refund.

Depending on the item and where you are, we may arrange a courier collection or ask you to send it to an address we provide. Keep your tracking number or courier receipt until the return is complete. Once we or our courier have collected the item, it is our responsibility in transit; if you arrange the shipping yourself, it remains yours until it reaches us.

Who pays. We pay the return shipping when the item arrived damaged, defective or incorrect, or where the law requires it. You pay it if you changed your mind, ordered the wrong thing, or no longer need it — and in that case the cost is deducted from your refund.

5. Damaged, defective, incorrect or incomplete orders

Tell us as soon as you can, with your order number, photographs and a description. Please do not use, install or dispose of the item before we have looked at it. Depending on what happened we will arrange a replacement, an exchange, delivery of the missing part, or a refund. None of this affects your rights under UAE consumer protection law.

Damage caused after delivery by misuse, ordinary wear or improper storage is not covered here, though it may be covered by the manufacturer’s warranty.

6. Manufacturer warranties and recalls

Many products carry a manufacturer’s warranty, handled directly by the manufacturer and not limited by this policy. If something you bought is officially recalled we will notify affected customers where we can and pass on the manufacturer’s or regulator’s instructions. Please stop using the product and follow them rather than altering, repairing or disposing of it yourself.

7. Inspection and outcome

Everything returned is inspected on arrival to confirm its condition, authenticity and eligibility. We will then approve a replacement, exchange or refund; offer store credit or an alternative if the original is unavailable; issue a partial refund where the value has been reduced by use or handling; or decline the request if it does not meet this policy. We will always tell you the outcome and what happens next.

8. Exchanges

You can ask for an exchange instead of a refund — the same item, or a different size, colour or model, subject to availability. If the replacement is out of stock we may offer an equivalent, a refund or store credit. Where there is a price difference you will either pay the balance or receive a partial refund. Exchanges are not available on discontinued, personalised or final-sale items, and can take longer for products sold by independent sellers.

9. Refunds

Refunds go back to the payment method you used. Once your return is approved we process the refund within five working days; how long it then takes to appear depends on your bank or payment provider and is outside our control. We will tell you when it has been sent.

Partial refunds. We may refund part of the price where an item is missing parts or accessories, has lost value through damage or use, or has been handled beyond what checking it required. We will explain how the figure was reached.

Deductions. Where the law allows, we may deduct amounts you owe on the same or a related transaction — return shipping, customs duties or taxes, replacement costs, unpaid balances, or the value of promotional items not sent back. Any deduction is reviewed before it is applied and, wherever practical, explained to you. We will not deduct anything that is not lawfully recoverable.

If you raise a chargeback with your bank we may share transaction records to support the case. It is usually faster to contact us first.

10. Cancellations and refused deliveries

You can cancel any time before dispatch, from your account or through Customer Service. After dispatch an order cannot be cancelled, but you may refuse the delivery; once the parcel is back with us and verified, we refund it.

We may also cancel an order, in whole or in part, where stock is unavailable, a price or listing was wrong, fraud is suspected, or a regulation prevents the sale — and we refund anything already paid.

If a delivery fails because the address was wrong or nobody accepted the order, we may deduct return shipping, customs or handling charges from the refund where the law permits, and the original delivery fee may not be refundable.

11. Promotions, bundles and free gifts

If your order included a promotion — a free gift, a buy-one-get-one, a bundle discount, a voucher or a loyalty reward — returning part of it may mean the rest is re-priced at the standard rate and the promotional benefit no longer applies. Free gifts should normally come back with the product; if they do not, their value may be deducted from your refund. Where one item in a bundle is defective we may simply replace that item rather than ask for the whole bundle back.

12. Products sold by independent sellers

Many products on SUQQ are sold by independent sellers who are responsible for fulfilment, returns, exchanges, warranty and refunds on their items, sometimes under their own additional terms — which must comply with UAE consumer protection law. We pass messages between you and the seller and will step in to help reach a fair resolution, reviewing the order history and evidence, if you cannot agree directly. None of this affects your statutory rights.

13. Preventing misuse

To protect genuine customers we look for patterns that suggest abuse — unusually frequent returns, ordering many variants intending to send most back, returning items that are not what was bought, or claims that do not match the delivery record. Where we find it, we may decline a request, limit returns on an account, or take further action. Genuine mistakes are not what this is aimed at; if something looks wrong on your account, talk to us.