At Callsouq, we strive to ensure you are satisfied with your purchase. However, if you receive a damaged, defective, or incorrect product, we are here to help. Please review our policy below regarding returns, exchanges, and refunds.

1. Return Eligibility & Time Windows

• Standard Return Window: Unless otherwise specified on the product page, the standard return window is 5 days from the date of delivery.
• Defective/Damaged Products: You must report defective, damaged, or wrong products within 24 hours of delivery.
• After the Window: Once the return window closes, no return or exchange requests will be accepted.

2. Mandatory Requirement: Unboxing Video

To ensure fairness and prevent fraud, an unboxing video is mandatory for all return or damage claims.

• What to Record: A clear video of unboxing/unpacking the parcel without any cuts or pauses.
• Details to Show: The video must clearly show the package condition, product label, barcode, and the item inside.
• Why it is needed: This video acts as the primary proof for claims regarding damage, missing items, or wrong products.
• Note: Return requests without proper unboxing video evidence may be rejected.

3. Non-Returnable Items

Certain categories are non-returnable and non-exchangeable unless the item arrived damaged, wrong, or has a manufacturing defect. These categories include:

• FMCG and Packaged Foods
• Perishable goods (Vegetables, Fruits, Meat, Fish, Dairy)
• Frozen food
• Hygiene, Wellness, and Personal Care items (e.g., shaving aids, detergents, perfumes, cosmetics)
• Undergarments, Jewelry, and Hair Accessories

Note on Perishables:

For meat, fish, vegetables, or dairy, returns are only accepted if the item is rotten, spoiled, or damaged at the time of arrival, backed by video proof.

4. Condition of Returned Items

To be eligible for a return, the item must be:

• Unused, unwashed, and unaltered.
• Returned with all original packaging, labels, manuals, accessories, and warranty cards intact.
• Resalable: If the item is found tampered with, partially used, or damaged by the customer, Callsouq reserves the right to deny the refund or exchange.

5. How to Initiate a Return

1. Log in to the Callsouq App or Website.
2. Navigate to "My Orders" or the Help Center.
3. Select the eligible product and initiate the request within the return window.
4. Upload the required unboxing video and details of the issue.

Pickup Service:

• Return pickup will be scheduled for serviceable PIN codes.
• The pickup agent may inspect the item before accepting it.
• Self-Ship: If return pickup is unavailable in your area, you must self-ship the product to our return address using a trackable courier. Shipping costs are non-refundable unless the return is due to a Callsouq error (damage/wrong item).

6. Refunds & Timeline

Once the returned item is received and verified by Callsouq:

• Refund Initiation: Refunds are initiated within 48 business hours after return confirmation.
• Refund Method (Registered Users): All refunds are first credited to your Callsouq Wallet. You can use this balance for future purchases or withdraw it to your original payment source or bank account.
• COD Refunds: Refunds for Cash on Delivery orders are also added to the Callsouq Wallet first, which can then be withdrawn to your bank account.
• Bank Transfer Timeline: While we process wallet credits immediately, withdrawals to bank accounts or cards may take 3–5 business days depending on your bank's processing time.

7. Exchanges

• Exchanges are permitted only for valid reasons (e.g., wrong size or variant) and only for products marked as "Exchangeable".
• If the required stock is unavailable for exchange, a refund will be processed instead.

8. Warranties (Electronics & Appliances)

• Manufacturer Warranty: Callsouq does not provide warranties for electronic products. Warranties are determined solely by the respective brand or manufacturer.
• Service: For technical issues with electronics, please contact the manufacturer's service center directly using the invoice and warranty card.
• Exclusions: Damages caused by misuse, voltage fluctuation, or physical breakage are not covered under warranty or return policies.

Contact Us

If you have any issues with your order, please contact our support team immediately.