Return & Refund Policy
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At buysuq.com, customer satisfaction is our top priority. We aim to make your shopping experience safe, smooth, and reliable for both buyers and vendors. This Return & Refund Policy explains how returns, exchanges, and refunds are handled on our multi-vendor marketplace.
1. Eligibility for Returns (For Customers)
You may request a return if the following conditions are met:
- The item is unused, unwashed, and in its original condition.
- It includes all tags, accessories, packaging, and the original invoice.
- The return request is made within 3 days of delivery.
- The product is not listed as non-returnable (see below).
2. Non-Returnable Items
Some items cannot be returned due to hygiene, safety, or customization reasons:
- Perishable goods (e.g., food, flowers)
- Personal care and hygiene products (e.g., undergarments, cosmetics)
- Customized or made-to-order items
- Gift cards, discount vouchers, and promotional items
3. How to Request a Return
To initiate a return:
- Go to My Account → Orders → Request Return, or email support@buysuq.com with your order number and reason for return.
- Our support team will review your request and coordinate with the respective vendor within 24–48 hours.
- Once approved, we’ll arrange a pickup or provide the return shipping address for self-return.
4. Return Shipping
- If the return is due to a damaged, defective, or incorrect item, buysuq.com or the vendor will cover the return shipping cost.
- For other reasons (e.g., change of mind, wrong size ordered), the customer is responsible for the shipping cost.
- Return shipping instructions will be provided after your request is approved.
5. Refund Process
Once the returned item is received and inspected by the vendor:
- You’ll receive an email confirming the status of your return.
- If approved, a refund will be processed within 7 business days.
- Refunds will be issued to your original payment method or as store credit, based on your preference.
Please note: Banks or payment providers may take additional time to complete the refund transfer.
6. Exchanges
We offer free replacements or exchanges for defective, damaged, or wrongly delivered items.
If you wish to exchange for a different size or color, please ensure the item meets all return eligibility conditions.
7. Order Cancellations
- Orders can be canceled before shipment only.
- Once shipped, you must wait for delivery and then follow the return process.
- To cancel an order, contact sales@buysuq.com with your order number as soon as possible.
8. Vendor Responsibilities (For Sellers)
Vendors play a key role in maintaining customer trust on buysuq.com. All vendors must comply with the following:
- Process return or refund requests promptly upon notification from the admin or buyer.
- Inspect returned products within 2 business days of receiving them.
- Approve or reject return/refund requests through their Vendor Dashboard.
- Refunds must be completed only after the returned product is received and verified.
- Vendors must not refuse valid returns that meet the eligibility criteria.
Failure to comply may result in order holdbacks, penalties, or suspension from the platform.
9. Refund Settlement (For Vendors)
- Refund amounts will be deducted from the vendor’s pending payouts once the return is confirmed.
- If the vendor balance is insufficient, the refund amount will be adjusted from the next payout cycle.
- The platform reserves the right to process refunds directly to the buyer on behalf of the vendor when necessary.
10. Dispute Resolution
If there is any disagreement between the customer and vendor regarding product condition, delivery, or eligibility:
- buysuq.com’s support team will mediate to ensure a fair resolution.
- The final decision will be made by the buysuq.com Admin Team based on available evidence (photos, tracking, etc.).
11. Contact Us
For any questions or support regarding returns, refunds, or cancellations, contact us at:
📧 Email: support@buysuq.com
