Returns & Refunds

Laptop Souq aims to provide a straightforward and fair returns and refunds process for customers in Dubai and supported areas. This policy explains when and how you can return products, request refunds, and what to expect during the process.

This policy applies to physical products purchased directly from Laptop Souq through our website, in-store, or via other sales channels. It covers change-of-mind returns, faulty products, incorrect items, damaged deliveries, and other eligible circumstances.

Please read this policy carefully before making a purchase. By placing an order with us, you agree to the terms outlined in this Returns and Refunds Policy.

We offer a 7-day change-of-mind return policy for most products purchased from Laptop Souq. This allows you to return eligible items for a refund or store credit if you change your mind about your purchase.

To qualify for a change-of-mind return, the following conditions must be met:

• You must contact us within 7 days of receiving your order
• The product must be in its original condition, unused, and undamaged
• The product must be in its original packaging with all accessories, manuals, and tags
• The product must not have been installed, modified, or tampered with
• The product must be returned with the original invoice or proof of purchase

Change-of-mind returns are subject to a restocking fee of up to 15% of the product price, which will be deducted from your refund. Some products may not be eligible for change-of-mind returns, including opened software, consumables, and custom-ordered items.

If you receive a product that is faulty, defective, or not functioning as described, you are entitled to a return, replacement, or refund under our warranty policy.

The process for faulty products depends on the nature of the fault and the warranty period:

• Within 7 days of receipt: You may return for a full refund or replacement
• Within 30 days of receipt: You may return for a replacement or store credit
• Within the warranty period (see the warranty policy for the period for your product or repair): Repair or replacement at our discretion
• Beyond the warranty period: Assessed on a case-by-case basis

Faulty products will be inspected and tested to verify the issue before a resolution is provided. We may request photographs, videos, or the return of the product for testing.

If you receive a product that is different from what you ordered, we will correct the error as quickly as possible.

When you receive an incorrect item, please:

• Contact us immediately with your order number
• Do not open or use the incorrect item
• Keep the item in its original packaging
• Provide a description of what you received versus what you expected
• Send photographs of the incorrect item where possible

We will arrange for the correct item to be dispatched to you and provide instructions for returning the incorrect item at no cost to you.

If your order arrives damaged, please contact us as soon as reasonably possible. We will work with you to resolve the issue.

For damaged deliveries, please provide:

• Your order number and delivery date
• Photographs of the outer packaging showing damage
• Photographs of the damaged product
• A description of the damage
• The product serial or part number where applicable

Please keep the original packaging and all contents until the issue has been resolved. We may need to arrange for the damaged item to be returned or for the delivery provider to investigate.

The following items are not eligible for return, refund, or exchange under our standard policies:

• Opened software, games, or digital products
• Consumable items such as screen protectors, thermal paste, and cleaning solutions
• Custom-ordered or special-order products
• Products that have been installed, modified, or physically damaged by the customer
• Products missing serial numbers, warranty labels, or proof of purchase
• Items purchased more than 30 days ago (unless covered by warranty)
• Sale, clearance, or final sale items (unless faulty or incorrect)
• Gift cards and vouchers
• Products that were custom assembled to your specifications

If you are unsure whether your item is returnable, please contact us before making a purchase.

To initiate a return, please follow these steps:

• Contact Laptop Souq with your order number and reason for return
• Provide any requested information, including photographs or videos
• Receive return authorization and instructions from our team
• Pack the item securely in its original packaging
• Include all accessories, manuals, cables, and documentation
• Include a copy of your invoice or order confirmation
• Ship the item to our designated return address

We recommend using a tracked delivery service for returns, as we cannot be responsible for items lost in transit. Return shipping costs are generally the customer's responsibility unless the return is due to our error.

Return shipping costs depend on the reason for the return:

• Faulty Products: Return shipping costs will be covered by Laptop Souq
• Incorrect Items: Return shipping costs will be covered by Laptop Souq
• Damaged Deliveries: Return shipping costs will be covered by Laptop Souq
• Change-of-Mind Returns: Customer is responsible for return shipping costs
• Warranty Claims: Return shipping costs may be shared or covered depending on the circumstances

For items being returned due to our error, we will provide a prepaid shipping label or arrange for collection. For change-of-mind returns, you will need to arrange and pay for shipping.

Once we receive and inspect your returned item, we will process your refund according to the following schedule:

• Inspection Period: 2-5 business days to verify the return condition
• Refund Processing: 2-3 business days after inspection approval
• Bank Processing: 3-5 business days for the refund to appear in your account
• Store Credit: Immediately available upon approval
• Exchange Processing: 3-7 business days depending on product availability

Total refund time from return receipt to bank credit typically ranges from 5-10 business days. We will notify you by email when your refund has been processed.

Refunds will be issued using the same payment method used for the original purchase, unless you request and agree to an alternative arrangement:

• Credit Card: Refund to the original credit card used for purchase
• Debit Card: Refund to the original debit card
• Bank Transfer: Refund to the same bank account (for cash payments)
• Store Credit: Refund in the form of Laptop Souq store credit
• Digital Wallet: Refund to the original payment wallet
• Cash: Refund in cash for cash purchases (in-store only)

A restocking fee may apply to certain returns to cover the cost of processing, inspecting, and restocking items:

• Change-of-Mind Returns: Up to 15% restocking fee
• Opened but Unused Products: Up to 20% restocking fee
• Products Without Original Packaging: Up to 25% restocking fee
• Items with Missing Accessories: Deduction for missing items
• No restocking fee for faulty products, incorrect items, or damaged deliveries
• No restocking fee for warranty claims or manufacturer defects

Any applicable restocking fee will be communicated to you before processing your refund. The final refund amount will be calculated after inspection of the returned item.

We offer exchanges for products that are faulty, incorrect, or where the customer changes their mind. Exchange options include:

• Same Product Replacement: For faulty or defective items
• Different Product Exchange: For change-of-mind returns (subject to availability and price differences)
• Upgrade Exchange: Exchange for a higher-priced product (additional payment required)
• Downgrade Exchange: Exchange for a lower-priced product (difference refunded)
• Store Credit Exchange: Exchange for store credit to use on future purchases

Exchange requests are subject to product availability and stock levels. We will notify you if your desired exchange item is not available.

Returns and warranty claims serve different purposes and are handled under different policies:

• Standard Returns: For change-of-mind, incorrect items, and damaged deliveries within 7-30 days
• Warranty Claims: For defects and faults discovered during the warranty period (see the warranty policy for the period for your product or repair)
• Return Policy: Focuses on the purchase experience and immediate issues
• Warranty Policy: Focuses on product reliability and long-term support
• Standard returns may result in refunds, while warranty claims typically result in repair or replacement

If you are unsure whether your issue falls under the returns policy or warranty policy, please contact us for guidance.

For any return or exchange, the product must meet certain condition requirements to be eligible:

• Original Packaging: The item must be in its original packaging
• Undamaged: No physical damage, scratches, or marks
• Unused: The item must not have been used or installed
• Complete: All accessories, cables, manuals, and warranty cards must be included
• Clean: The item must be free from dirt, dust, and residue
• Original Invoice: The original invoice or proof of purchase must be provided

Items that do not meet these condition requirements may be rejected or subject to reduced refund amounts.

All returned items undergo a thorough inspection to verify the condition and reason for return. The inspection includes:

• Visual inspection of the product and packaging
• Verification of serial numbers and product identification
• Testing of product functionality (where applicable)
• Checking for missing accessories or components
• Verification of damage or defects
• Confirmation of compatibility and specifications

If the item does not meet the return conditions or we cannot verify the reported issue, we may deny the return or offer a reduced refund.

Return requests must be submitted within the following time limits:

• Change-of-Mind Returns: Within 7 days of receipt
• Faulty Products: Within the warranty period (see the warranty policy for the period for your product or repair)
• Incorrect Items: Within 14 days of receipt
• Damaged Deliveries: Within 7 days of receipt
• Warranty Claims: Within the applicable warranty period
• Consumer Rights Claims: Within applicable legal timeframes

Return requests submitted after these time limits may still be considered on a case-by-case basis but are not guaranteed.

This Returns and Refunds Policy operates alongside your rights under applicable consumer protection laws in the United Arab Emirates.

Your consumer rights include:

• The right to return faulty or defective products
• The right to receive products that match their description
• The right to cancel an order (in certain circumstances)
• The right to a refund for products that do not meet legal standards
• The right to seek compensation for damages caused by products

Nothing in this policy is intended to exclude, restrict, or reduce your legal rights under applicable consumer protection laws.

Laptop Souq may update this Returns and Refunds Policy to reflect changes in our products, business practices, or legal requirements.

When we make changes:

• The updated policy will be published on this page with a new revision date
• Material changes will be communicated through our website or email
• We encourage you to review this policy periodically
• Continued use of our services constitutes acceptance of the updated policy
• Changes will not apply retroactively to purchases made before the effective date

For any questions about returns, refunds, or exchanges, please contact Laptop Souq.