Refund & Return Policy

Return Policy

Returns and exchanges are accepted only if the product you received is different from the one you ordered, or arrived with genuine damage or a manufacturing defect. This applies to orders in all our markets.

Returns are not accepted for any other reason — including a change of mind, ordering the wrong item or quantity, or no longer needing the product — even if the packaging has not been opened.

Submit your request within three (3) business days of delivery. In Saudi Arabia you can submit it from your account page; in other markets, contact our support team and we will arrange the collection.

The item must be returned in the condition it was received, with all its packaging and accessories, so we can inspect it and confirm the damage or mismatch.

If a return request is submitted beyond the 3-business-day window, we will review the case individually and handle it with fairness to all parties involved.

Once the inspection confirms the item is wrong or damaged, we will replace it or refund it as described in the refund policy below.

Refund Policy

We provide several refund options depending on the scenario:

Order Canceled (Before Shipping)

In cases where an item becomes unavailable after order placement, we will cancel and refund the item within 24 hours. You will receive an email notification regarding the cancellation and refund.

Order Returned (After Shipping)

If an order is undelivered or returned by the customer, the refund will be processed after the returned items are received and inspected at our fulfillment center.

The refund will include the product value along with any applicable shipping and VAT charges.

Refunds are issued to the original payment method — credit card refunds go back to the same card, and bank transfers are returned to the same account.

Warranty

We sell only small, plug-and-play dental equipment. Every device purchased through our platform is backed by the official manufacturer’s warranty. Warranty duration and terms are clearly listed on each product page where applicable.

For maintenance or replacement requests, please contact us at support@souq.dental.