We want you to be happy with what you buy. This Policy explains how to return an item bought on suuqa.shop and what happens to your money afterwards. It applies to physical products delivered to you. Digital products are covered in section 6.
1. The short version.You have 7 days from delivery to tell us you want to return something.
The item must be unused, with all tags, packaging and accessories.
Faulty or wrong items: we cover the cost. Change-of-mind returns: the return delivery cost is yours.
Refunds go back to your original payment method.
2. Start a return. Sign in to your Suuqa account, open the order and use the "return items" option on the order page. If you checked out as a guest, email
[email protected] with your order number (it begins "R", shown in your confirmation email) and the reason for the return.
Please contact us before posting anything back. A return that has not been authorised with us may be difficult to process and will not be covered by this Policy.
3. What you can return, and when. You can return any item that is:
Faulty, damaged or not as described — at any point within manufacturer warranty period, e.g. 30 or 90 days and whether statutory consumer rights run longer;
The wrong item — tell us within 7 days of delivery;
Something you simply changed your mind about — within 7 days of delivery, for a refund to the original payment method;
Wrongly delivered by us — return shipping is on us.
4. What you cannot return. For hygiene and safety reasons, we cannot accept:
personalised items;
perishable or health-and-hygiene products once the seal is broken — including opened cosmetics, perfumes and personal care products ;
items that have been used, washed, altered or had tags removed;
items damaged after delivery;
items without proof of purchase;
final-sale or clearance items, which are marked as such on the product page.
We may refuse a return that falls outside this Policy and will tell you why. Where a statutory consumer right overrides this Policy, that right applies instead.
5. How to send it back.Pack the item securely in its original packaging where possible.
Include your order number and a note naming the item and the reason for the return.
Send to the return address we give you when the return is authorised. Do not send items to the Vendor's premises unless we ask you to.
Keep your proof of postage until your refund is processed.
Return delivery cost is yours for change-of-mind returns and ours when the item is faulty, damaged, or was our error.
6. Digital products. Digital products delivered electronically cannot be returned once the download or access has been made available, because we cannot recover access confirm this position and whether any exceptions apply. If a digital product is faulty or you never received it, contact us and we will make it right.
7. How refunds are issued.Refunds go to the original payment method — your Sifalo Pay or Sifalo e-Wallet account. We cannot refund to a different number or account than the one used to pay.
We inspect the returned item on arrival, then issue the refund.
Refunds are issued within 3 business days of the item arriving back with us.
The time for the money to appear in your mobile money account afterwards is set by your provider, typically 1–3 business days.
Original delivery charges are refunded only where the item was faulty, damaged, wrongly delivered or our error. They are not refunded for change-of-mind returns.
Where a return is refused, we will tell you why and if you ask, arrange to send the item back to you at your cost.
8. Warranty. Products may carry a manufacturer's warranty in addition to this Policy. Warranty periods vary by product and are stated on the product page where applicable. To claim under a warranty, contact us and we will arrange repair, replacement or refund with the manufacturer.
9. Getting help. Email
[email protected] with your order number and a description and photo of the issue. We aim to respond within 3 business days.
