Returns & Refunds Policy
Effective date: 14 November 2026
At ElaraSouq, we want you to shop with clear expectations. This policy explains how to request a return, report a problem, or seek a refund for eligible purchases from elarasouq.com. We currently focus on Saudi Arabia. Your mandatory consumer rights under applicable law are not limited by this policy.
1. Return requests for eligible products
For qualifying purchases by consumers in Saudi Arabia, the Saudi E-Commerce Law generally provides a right to rescind an online purchase within seven (7) days after receiving the product, provided it has not been used or benefited from, subject to legal exceptions. Please contact us within this period if you want to request a return of an eligible item. Different mandatory rights or rules may apply to other destinations.
When the law permits the customer to withdraw without a defect, the customer may be responsible for the return-related costs unless otherwise agreed or required by law. We will explain the appropriate return procedure and address before you send an item. Do not return items to the address printed on a supplier parcel without our instructions.
2. Beauty products, hygiene and exceptions
Some products, particularly opened or used cosmetics, personal-care items, oral-care items, or hygiene-sensitive goods, may not be suitable for return after their protective packaging has been opened. Any restriction will be applied only where permitted by applicable law and should be communicated before purchase. Customized products and other legally specified categories may also have exceptions.
A hygiene exception does not automatically remove your rights if an item is faulty, misdescribed, counterfeit, unsafe or not as agreed. We assess those cases separately in accordance with applicable law.
3. Damaged, defective, incorrect or missing items
If your order arrives damaged, defective, incorrect or incomplete, contact elarasouq@gmail.com as soon as reasonably possible. Include your order number, the product name, a description of the issue, and relevant clear photographs if available. We will review the matter and discuss the legally appropriate remedy, which may include a replacement, repair where appropriate, refund or another solution.
Nothing in this policy limits statutory rights to remedies for defective or nonconforming goods.
4. How to request a return
- Email elarasouq@gmail.com with the subject Return Request — Order [number].
- Provide your order number, the item and reason for your request.
- Wait for instructions about eligibility, safe packaging, carrier options and the correct return destination.
- Keep proof of shipment if you return an item. Do not send sensitive payment information by email.
Where legally applicable, we may ask for the product to remain unused, with accessories and packaging reasonably intact, so that your request can be assessed. Such requests do not override mandatory consumer rights.
5. Refund method and processing
For approved refunds, we normally seek to return the amount using the original payment channel where possible; if this is not available, we will agree an appropriate alternative with you. Processing time can depend on the payment method and the financial provider. Any statutory refund deadlines remain applicable. Shipping charges or return costs will be addressed according to the reason for return and applicable law; we do not promise blanket free returns.
6. Order cancellation and delivery delays
If you wish to cancel an order before dispatch, contact us promptly. We will check whether fulfillment can be stopped. If an order has already been processed or handed to a supplier or carrier, applicable cancellation and withdrawal rights still apply. Saudi law may also provide cancellation or refund rights for qualifying delays. We do not exclude those rights.
7. Customer support
ElaraSouq
Website: elarasouq.com
Email: elarasouq@gmail.com
Operating contact location: Riyadh, Kingdom of Saudi Arabia
ملخص الاسترجاع: لاستفسارات الاسترجاع أو المنتجات التالفة أو غير المطابقة، يرجى التواصل عبر elarasouq@gmail.com مع رقم الطلب. تخضع طلبات الاسترجاع للأنظمة المعمول بها، بما فيها الحقوق النظامية للمستهلك في المملكة العربية السعودية.