At Zam Zam Souq, we are committed to providing a reliable and convenient shopping experience. We understand that sometimes a product may not meet your expectations or may arrive with an issue, which is why we aim to make our returns and refunds process as clear and straightforward as possible.

If you receive a product that is damaged, defective, incorrect, incomplete, or significantly different from the item you ordered, you may contact our customer support team to request a return, replacement, or refund.

Return Eligibility

To qualify for a return, the product should generally meet the following conditions:

  • The item should be in its original condition

  • The product should not be used, damaged, or altered

  • Original packaging should be available

  • All accessories, manuals, parts, and complimentary items should be included

  • Proof of purchase or order confirmation should be provided

  • The return request should be submitted within the applicable return period

Products returned without their original packaging, accessories, or proof of purchase may not be accepted.

Damaged or Defective Products

If your order arrives damaged or defective, please contact Zam Zam Souq Customer Support as soon as possible.

We may request photographs or videos of the product, packaging, and damage to help us verify the issue.

Once the problem has been confirmed, we may offer an appropriate solution such as

  • Product replacement

  • Exchange

  • Store credit

  • Full or partial refund

The available option may depend on the product, availability, and nature of the issue.

Incorrect Products

If you receive a product that is different from what you ordered, please contact us with your order details.

Our team will review the issue and arrange the appropriate return or replacement where applicable.

Please avoid using or damaging the incorrect product before the return is completed.

Change of Mind Returns

Some products may be eligible for return if you change your mind, provided the item remains unused, unopened where applicable, and in its original condition.

Eligibility may vary depending on the product category.

Certain products may not qualify for change-of-mind returns due to hygiene, safety, customization, packaging, or other product-specific restrictions.

Non-Returnable Products

Some items may not be eligible for return or exchange, including products such as

  • Used or damaged products

  • Products without original packaging

  • Personalized or customized products

  • Clearance or final-sale products where stated

  • Products that cannot be resold for hygiene or safety reasons

  • Items damaged due to misuse or improper handling

  • Products missing accessories, parts, or packaging

Any additional product-specific restrictions may be displayed on the relevant product page.

Return Inspection

Once a returned product is received, our team will inspect the item to confirm that it meets the return requirements.

After inspection, you will be informed whether the return has been approved.

If the item does not meet the eligibility requirements, Zam Zam Souq may reject the return, and the product may be returned to the customer.

Refunds

If your return is approved for a refund, the amount will generally be processed using the original payment method where possible.

Depending on the payment method, bank, card provider, or payment gateway, it may take additional time for the refund to appear in your account.

Delivery charges, service fees, or other charges may not always be refundable unless the return is due to an error on our part or a damaged or defective item.

Exchanges

If you would prefer an exchange instead of a refund, our team may arrange a replacement product subject to availability.

If the replacement item has a different price, any applicable price difference may need to be paid or refunded.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders that have not yet been processed or dispatched may be eligible for cancellation.

Once an order has already been shipped, cancellation may no longer be possible, and the standard return process may apply.

Return Shipping

Return shipping arrangements may depend on the reason for the return.

If the product is damaged, defective, or incorrect due to our error, Zam Zam Souq may arrange return collection or provide further instructions.

For change-of-mind returns, return shipping charges may be the responsibility of the customer unless otherwise stated.

Products With Warranty

Some electronics, security equipment, business machines, tools, and other products may be covered by a manufacturer or supplier warranty.

Warranty claims may be handled separately from standard returns and refunds.

Depending on the product, the warranty process may involve inspection, repair, replacement, or manufacturer support.

How to Request a Return

To request a return, replacement, exchange, or refund, please contact our customer support team and provide:

  • Your order number

  • Customer name

  • Product name

  • Reason for return

  • Photos or videos if the product is damaged or defective

  • Any other relevant information

Providing complete information will help our team review your request more efficiently.

Our Commitment to You

At Zam Zam Souq, we want every customer to feel confident when shopping with us.

Our team will review return and refund requests fairly and aim to provide an appropriate solution based on the condition of the product, the reason for the return, and the applicable policy.

For any questions regarding returns, exchanges, damaged products, order cancellations, or refunds, please contact Zam Zam Souq Customer Support.

Shop with confidence at Zam Zam Souq—your convenient marketplace for everyday products, business solutions, and more across the UAE.