Refund policy

Refund & Return Policy — Souk Al Amana

We want you to love what you ordered. If something isn't right, here's how returns and refunds work.
1. 30-Day Return Window
You have 30 days from the date your order is delivered to request a return or refund. After 30 days, we're unable to offer a refund or exchange.
2. Eligibility
To be eligible for a return, your item must be:
Unused, unworn, and in the same condition you received it
In its original packaging, with any tags/protective stickers still attached
Accompanied by proof of purchase (order number or confirmation)
Non-returnable items:
Wellness/hair-care products that have been opened or used, for hygiene reasons
Items marked as final sale at the time of purchase
Gift cards
(Flag to confirm: adjust this list if it doesn't match what you actually want to allow — this is the one section worth double-checking against your product mix before publishing.)
3. How to Start a Return
Contact us within 30 days of delivery at info@soukalamana.com or via WhatsApp at +16159657040 , with your order number and the reason for the return.
We'll confirm eligibility and give you return instructions.
Send the item back to us at the return address we provide.
4. Refunds
Because most orders are paid by Cash on Delivery, we don't hold a card to refund automatically. Once we receive and inspect your returned item, approved refunds are issued by [bank transfer / OMT / Western Union / store credit — confirm your preferred method(s)], and you'll be notified once it's processed. Please allow a few business days for the refund to reach you after approval.
If you'd prefer an exchange instead of a refund, let us know when you contact us and we'll arrange it where stock allows.
5. Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or isn't what you ordered, contact us within 30 days with a photo of the item — we'll cover the cost of return shipping and send a replacement or refund at no extra charge to you.
6. Return Shipping Costs
For returns that aren't due to our error (e.g. you changed your mind), return shipping is at the customer's expense unless we say otherwise. (Flag to confirm: some COD stores in Lebanon instead deduct a small fee from the refund to cover courier pickup — let us know which model you want.)
7. Order Cancellations
If you'd like to cancel an order, contact us as soon as possible. Orders that have already been handed to the courier for delivery can't be cancelled, but you can still refuse the delivery or return it under this policy once received.
8. Contact Us
Email: info@soukalamana.com
WhatsApp: +16159657040