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Refund and Returns Policy

Overview

At Islamic Souq (isouq.in), we value our customers and aim to provide high-quality Islamic products and a pleasant shopping experience.

We follow a fair and clear return policy, considering the nature of our products — such as books, attar (perfume oils), dresses, honey, Zam Zam water, miswak, surma, and other Islamic essentials.

Eligibility for Return or Exchange

We accept returns or exchanges only under the following conditions:

  • You received a damaged, defective, or incorrect product.

  • The return request is made within 3 days of receiving your order.

  • The item is unused, unopened, and in its original packaging with all labels intact.

Please note:

  • Unboxing video evidence is required for claims involving damage or missing items.

  • Do not accept the parcel if it appears torn, tampered, or leaking at the time of delivery.

Non-Returnable / Non-Refundable Items

Due to the nature and hygiene sensitivity of our products, the following items cannot be returned, exchanged, or refunded once delivered:

  • Attar (perfume oils), body sprays, cosmetics, and other personal-use products

  • Honey, Zam Zam water, Miswak, Surma, and other consumable items

  • Books (unless received damaged or misprinted)

  • Tailored or custom-stitched dresses and apparel

  • Items sold during SALE or promotional offers

  • Products without original packaging, seals, or missing accessories/freebies

  • Any product damaged due to misuse or not in its original condition

All sale items are sold “as-is” and cannot be returned or refunded.

How to Request a Return

If your order meets the above return criteria:

  1. Contact us within 3 days of delivery via email at souqenterprises@gmail.com or WhatsApp/call at +91 8 111 0 222 12.

  2. Provide your order number, reason for return, and unboxing video if applicable.

  3. Once approved, you will be guided through the return process and given the return address.

Refund Process

Once we receive and inspect your returned product:

  • We will notify you via email or WhatsApp about the approval or rejection of your refund.

  • If approved, your refund will be processed within 5–7 working days.

Refunds will be made as follows:

  • Online payments (UPI, card, net banking): Refunded to the original payment method.

  • Cash on Delivery (COD) orders: Refunded as store credit (usable for future purchases).

Note:

  • Shipping and COD charges are non-refundable.

  • If you request an exchange, the replacement will be sent after deducting applicable delivery charges.

Order Cancellations

  • Orders can be cancelled before shipment. If the order is already shipped, cancellation is not possible.

  • Prepaid orders will be refunded within 3–5 working days of cancellation confirmation.

  • COD orders cannot be cancelled once shipped.

International Orders

For international shipments:

  • Returns or exchanges are not supported, except for wrong or damaged items.

  • Refunds for unavailable or cancelled items will be processed within 7–10 working days after confirmation.

  • Shipping costs and import duties are non-refundable.

Shipping of Returns

If you are asked to return a product:

  • Pack it safely in the original box or packaging.

  • Ship it to the address provided by our support team.

  • Customers are responsible for return shipping charges unless the return is due to our error.

Need Help?

For all return, refund, or cancellation queries:
📧 souqenterprises@gmail.com
📞 +91 8 111 0 222 12
🌐 www.isouq.in

Souq Enterprises reserves the right to modify this policy at any time without prior notice. The updated version will be available on our website.

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