Cancellation Policy
We are committed to providing our customers with a simple and reliable cancellation process. If you decide to cancel your order with us you can reach out to our customer service team and request a cancellation up to 24 hours after the purchase. If the product you want to cancel has been shipped or is in the process of being shipped, the order cannot be cancelled.
Refund Policy
If you want to request a refund due to an error on our part, please contact our customer service team within 14 days of delivery. Our team will diagnose the issue and provide you with a resolution ensuring that all refunds are honored within reasonable timescales. We reserve the right to issue refunds only after reviewing all the relevant circumstances.
Return Policy
We accept returns for electronic products only if they are unused, undamaged and in their original packaging. All returns need to be sent back to us within 7 days of receiving the item, in order to be eligible for a return. If the return is approved, we will provide you with a full refund or store credit, depending on your preference.
Automotive Items
- These items are eligible for return for a full refund within 15 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
- Please keep the item in its original condition, with brand outer box, brand/price tags attached, user manual, warranty cards and original accessories in manufacturer packaging for a successful return pick-up.
- For defects identified outside the 15-day return period, you can also avail the manufacturer warranty as communicated on product details page.
- If you have purchased an automotive item shipped from and sold by Hfmsouq.com that is defective and is covered by a manufacturer’s published warranty, Hfmsouq will either replace the item or refund the cost of the item for the life of the published warranty.
Baby Items
- Baby items can be returned within 30 days of receipt of shipment , as long as they are in their original packaging, with factory-seal, and were not opened or used. Hfmsouq has the right to deny the return of baby-items that are not customary to be returned for hygienic reasons or in case the packaging makes it impossible to verify that they are not used.
- Baby products fulfilled by Hfmsouq qualify for free return shipping. If your return is not a result of an Hfmsouq error, we will not refund the original shipping fees.
Clothing, shoes and Accessories
- These items are eligible for return for a full refund within 30 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
- Please keep the item in its original condition (new & unworn), with brand outer box, Brand/price tags attached, warranty cards, and original accessories in manufacturer packaging for a successful refund/replacement.
- Items like Men & Women Underwear, Lingerie set, Socks & hosiery are not returnable due to hygiene conditions. However, in the unlikely event of a damaged, defective or different item delivered to you, you can contact us for a resolution.
Jewellery, Luggage, Handbags & Watches
- These items are eligible for return for a full refund within 30 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
- Please keep the item in its original condition, with brand outer box, Brand/price tags attached, warranty cards, and original accessories in manufacturer packaging for a successful refund/replacement. Any luggage products with locks must be returned unlocked.
Computers, Laptops, Tablets and Mobiles
- These items are eligible for return for a full refund within 15 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
- Please keep the item in its original condition, with brand outer box, brand/price tags attached, user manual, warranty cards, CDs and original accessories in manufacturer packaging for a successful return pick-up.
- For defects identified outside the 15-day return period, you can also avail the manufacturer warranty as communicated on product details page.
- Before returning items on which you’ve saved personal information, such as laptops, cameras, or other electronic devices, please include all the accessories that came with the item, remove all passwords or security locks from the device and erase the information stored on the device. For Apple devices, iCloud account should be signed out/erased and all personal data be removed
Audio and Video Products
(Electronics, Camera, Home Entertainment, Smart wearables, Accessories, Musical Instruments, Streaming Media, DVD Player, Home Theatres, Projectors)
- These items are eligible for return for a full refund within 15 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
- Please keep the item in its original condition, with brand outer box, brand/price tags attached, user manual, warranty cards, CDs and original accessories in manufacturer packaging for a successful return pick-up.
- For defects identified outside the 15-day return period, you can also avail the manufacturer warranty as communicated on product details page.
Home, Kitchen and Furniture
(Cabinets, Drawers, Shelf, home décor, lighting, Sofa, beds, mattress, Cookware, appliances, mixer grinder, cooking essentials etc)
- These items are eligible for return for a full refund within 15 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
- Please keep the item in its original condition, with brand outer box, brand/price tags attached, user manual, warranty cards and original accessories in manufacturer packaging for a successful return pick-up.
For defects identified outside the 15-day return period, you can also avail the manufacturer warranty as communication
Office Furniture, Office Products & Stationery Supplies
- These items are eligible for return for a full refund within 15 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
- Please keep the item in its original condition, with brand outer box, brand/price tags attached, user manual, warranty cards, CDs and original accessories in manufacturer packaging for a successful return pick-up.
- For defects identified outside the 15-day return period, you can also avail the manufacturer warranty as communicated on product details page.
Large Appliances
(TV, Refrigerator, Dishwasher, Microwave, Washing Machine, large Sport & Gym equipment etc)
- These items are eligible for return for a full refund within 15 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
- Please keep the item in its original condition, with brand outer box, brand/price tags attached, user manual, warranty cards, CDs and original accessories in manufacturer packaging for a successful return pick-up.
- For defects identified outside the 15-day return period, you can also avail the manufacturer warranty as communicated on product details page.
Hazardous Materials
- Hazardous materials, including flammable liquids or gases are non-returnable to Hfm Souq.
Beauty Products
- These items are eligible for return for a full refund within 15 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
- Please keep the item in its original condition, with brand outer box, brand/price tags attached, user manual, warranty cards and original accessories in manufacturer packaging for a successful return pick-up.
Personal Care Supplies, Household Supplies & Consumables
Household Supplies: Laundry Products (Detergents, Fabric Conditioners), Household Cleaners (Toilet Cleaners, Floor Cleaners, Hand washes, Tissues), Air Fresheners (Sprays, Gels) etc.
Personal Care: Oral Care (Toothbrushes, toothpastes, mouthwashes, Power Toothbrush, Waterflosser etc); Feminine Hygiene (Sanitary Pads, Panty Liners, Menstrual Cups etc.); Shaving and Hair Removal (Men’s Shaving – Razors, Blades, Shaving Foams, Brushes etc.; Men’s Beard Care – Beard Oil, Beard Serum etc.; Women’s Hair Removal – Wax Strips, Creams, Razors etc), Haircare, Coloring & Styling, Bath & Shower
Family Nutrition: Infant Baby Food, Toddlers’ and Kids’ Health Drinks, Vitamin and Mineral Supplements
- These items are non-returnable due to the consumable nature of the product. However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund or free replacement as applicable.
- We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.
Personal Care Appliances
Shavers, trimmers, epilators, scales, medical devices, blood pressure monitors, mobility aids, respiratory appliances, hand and foot massagers
- These items are eligible for return for a full refund within 15 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
Please keep the item in its original condition, with brand outer box, brand/price tags attached, user manual, warranty cards and original accessories in manufacturer packaging for a successful return pick-up.
Grocery & Gourmet
- These items are non-returnable due to the consumable nature of the product. However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund or free replacement as applicable.
- We may contact you to make sure of the damage or defect in the product prior to issuing refund/replacement.
Pet Products
(Pet – Habitats & Supplies, Apparel & Leashes, Training & Behaviour Aids, Toys, Pet Shampoos and Conditioners, Pest Control, harnesses, aquarium supplies and Pet Grooming Aids)
- These items are eligible for return for a full refund within 15 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
- Please keep the item in its original condition, with brand outer box, brand/price tags attached, user manual, warranty cards and original accessories in manufacturer packaging for a successful return pick-up.
Pet Food
- Pet food and similar products are not returnable to Hfm Souq, but may be refundable.
- These items are non-returnable due to the consumable nature of the product. However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund or free replacement as applicable.
- We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.
SIM Cards
- SIM cards are not returnable but may be refundable.
Video Games
- Video games can be returned unopened for a full refund within 15 days of purchase. Returned video games that are activated, used, or missing parts will incur up to a 100% restocking fee.
Hfm Souq Home Services
- Hfm Souq Home Service orders are non-returnable. All services are backed by our Happiness Guarantee, so if you are not satisfied we will make sure the job gets done right.
Hfm Souq Warehouse
In most cases, used or open box items purchased from Hfm Souq Warehouse and shipped from Hfm Souq.com can be returned within 15 days of receipt of shipment. Some product categories have different policies or requirements associated with them, as set out above.
Live Plants
- Live plants are not returnable to Hfm Souq but may be refundable.
Fine Art
- All product packaging (boxes, etc.) and certificates of authenticity and appraisal must be returned with the item.
- Any Fine Art item returned without original documentation will be rejected.
- Any Fine Art items that have been damaged, or otherwise altered after delivery, won’t be accepted for return.
- Before sending a Fine Art return, photograph the item for your records.
Sports Collectibles & Entertainment Collectibles
- These items are eligible for return for a full refund within 15 days of delivery. In an unlikely event of damaged, defective or different item delivered you can also opt for a free replacement (if available).
- Please keep the item in its original condition, with brand outer box, brand/price tags attached, user manual, warranty cards and original accessories in manufacturer packaging for a successful return pick-up.
- For defects identified outside the 15-day return period, you can also avail the manufacturer warranty as communicated on the product details page.
- All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item.
- Any items returned without original documentation will be rejected.
- Before shipping a return, photograph the item for your records.