Refund and Returns

At SuqMall, customer satisfaction is our top priority. We strive to ensure every item you purchase meets your expectations. However, if you are not completely satisfied with your order, we’re here to help.

This Refund and Returns Policy outlines the conditions under which products can be returned, exchanged, or refunded.

📦 1. Returns Eligibility

You may be eligible to return a product if:

• The item is damaged, defective, or significantly different from what was described
• The wrong item was delivered
• You received an incomplete package
• The item is unopened, unused, and in original packaging
• You file a return request within 7–30 days of delivery (depending on the product category)

⚠️ Certain items are non-returnable (see Section 5).

🕒 2. Return Window by Product Category

Note: Items returned after the return window has expired will not be accepted.

📝 3. How to Initiate a Return

To start a return, please follow these steps:

1. Log into your SuqMall account
2. Go to “My Orders”
3. Click on the order you wish to return
4. Select “Request Return”
5. Choose the reason for return and upload relevant photos (if applicable)
6. Submit the return request

After your return request is reviewed:

• You will receive an email with return instructions
• If approved, you will receive a return label or pickup schedule
• Refunds will be issued after we receive and inspect the returned item

📧 For any questions, contact: returns@suqmall.com

💰 4. Refunds

Once we receive and inspect your return, your refund will be processed within 3–10 business days, depending on your payment method.

Refund Methods:

⚠️ Refunds may be delayed during peak seasons due to processing volume.

🚫 5. Non-Returnable / Non-Refundable Items

We cannot accept returns or offer refunds for:

• Perishable goods (e.g., food, flowers)
• Intimate or hygiene products (e.g., underwear, toothbrushes)
• Opened cosmetics or skincare items
• Software, digital downloads, or gift cards
• Customized, engraved, or personalized products
• Items marked as Final Sale or Non-Returnable

🔄 6. Exchanges

We only replace items if they are defective, damaged, or sent in error.

• To exchange an item, contact us at returns@suqmall.com within the valid return window.
• If an identical item is unavailable, a refund or store credit will be offered.

📦 7. Return Shipping

If the return is due to our error (wrong item, damaged, defective):

• Return shipping is free of charge
• We will provide a prepaid shipping label or arrange for pickup

If the return is due to change of mind:

• Return shipping costs are the responsibility of the customer
• A restocking fee of 10–15% may apply (especially for large items)

Please ensure items are packed securely in their original packaging.

🌍 8. International Orders

For international customers:

• Returns are accepted within 10–20 days from the delivery date
• Return shipping must be arranged by the customer unless the item was faulty
• Duties and customs fees are non-refundable

We recommend using a trackable shipping service or purchasing shipping insurance for international returns.

🛡️ 9. Damaged or Missing Items

If you receive a package that is:

• Physically damaged
• Missing parts
• Different from your order

Please notify us within 48 hours of delivery with photo or video evidence at support@suqmall.com. We’ll resolve the issue promptly with:

• Replacement
• Refund
• Store credit

❗ 10. Important Notes

• Items must be returned in the original condition — unused, unwashed, with all tags and packaging
• Refunds will not be processed for items that are returned in a used or damaged condition
• Abuse of the returns policy (e.g., frequent returns, fake claims) may result in account suspension

🛍️ 11. Canceling Orders

You can cancel your order before it is shipped by going to My Orders > Cancel.

• If the order has already been shipped, you must wait to receive the item and then initiate a return
• Refunds for canceled prepaid orders are processed within 3–5 business days

📩 12. Contact Us

If you need help with a return or refund:

📧 Email: returns@suqmall.com
📞 Phone: +XXX-XXX-XXXX
📦 Warehouse Address: [Insert SuqMall Return Center Address Here]
🌐 Website: https://suqmall.com

🔁 Summary Table

Thank you for shopping with SuqMall. We appreciate your trust and are committed to making your experience seamless and satisfying. 🛒❤️