Buyer Protection
Every purchase on Souq'd is escrow-protected. Your money is held securely until you are satisfied — here's exactly how it works.
All sales are final
When you purchase on Souq'd, you are committing to the sale. We do not offer returns, exchanges, or refunds for change of mind, size, or preference. The buyer protection fee covers escrow and dispute services — not a right to return.
The only exceptions are counterfeit items and items that are materially different from their listing — both of which are covered under our dispute process.
How escrow works
You pay securely
Your payment is held by Souq'd in escrow. The seller receives nothing until the transaction is complete.
You receive and inspect
For shipped items: Aramex delivers to your door. You have 48 hours to inspect against the listing. For collection items: you inspect in person before sharing your handover code.
You confirm or raise a dispute
Happy with the item? Confirm delivery and the seller gets paid. Item not as described? Raise a dispute within the inspection window. This is your only opportunity.
Seller receives payment (7-day hold)
Once confirmed, funds are released to the seller after a 7-day security hold. This protects the integrity of the platform for everyone.
What's covered
Item significantly different from listing
The item received is materially different from the photos and description. Minor lighting or colour variation does not qualify.
Wrong item received
You received a completely different item from what was listed and paid for.
Counterfeit goods
The item is not genuine. We take counterfeits extremely seriously — sellers are permanently banned and buyers receive a full refund.
Item not received
The item was marked as shipped but never arrived. Aramex tracking must confirm non-delivery.
Damaged in transit
The item arrived damaged due to shipping. Must be reported within 48 hours with clear photos.
What's not covered
Change of mind
You bought it, received it as described, but no longer want it. All sales are final — no exceptions.
Returns
We do not facilitate returns. If you raise a dispute that is not upheld, you keep the item and the seller receives payment.
Size or fit issues
Check all measurements and size details before purchasing. Message the seller if unsure. We cannot accept disputes based on fit.
Minor wear consistent with listed condition
If an item is listed as "Good" condition, minor signs of use are expected and are not grounds for a dispute.
Item looks different on screen
Colour can vary between screens and in different lighting. This is not a valid dispute reason.
Disputes raised after the inspection period
You have 48 hours after delivery confirmation. After that, the sale is final and payment is released to the seller.
Off-platform transactions
If you pay outside of Souq'd, you have no protection. All transactions must go through the platform.
How disputes are resolved
When you raise a dispute, your payment stays in escrow — neither party has the funds while we review the case.
We review all evidence within 24 hours. We assess listing photos, descriptions, delivery tracking, and any evidence you provide.
If the dispute is upheld: Your payment is refunded in full. The buyer is not required to return the item for counterfeit cases. For other upheld disputes, we assess case by case.
If the dispute is not upheld: Payment is released to the seller. The buyer keeps the item. No refund is issued. Our decision is final.
Counterfeit items: Full refund, immediate permanent ban of the seller. No return required from the buyer.
Damaged in transit: Full refund to the buyer. We file a claim with Aramex. Neither buyer nor seller is at fault.
The buyer protection fee
Every purchase includes a buyer protection fee of 5% + AED 2.50. This covers:
- •Escrow payment processing and security
- •Dispute resolution and mediation
- •AI listing verification and moderation
- •Platform fraud protection
This fee is non-refundable in all circumstances — it covers the service provided, not the outcome of a dispute.
Sellers pay nothing — AED 0 in seller fees. Sellers keep 100% of the sale price.
Key deadlines
| Inspection period (shipped) | 48 hours after delivery |
| Collection code expiry | 7 days after payment |
| Auto-complete (if no action) | 5 days after delivery |
| Seller payout (after confirmation) | 7 days security hold |
| Dispute resolution | Within 24 hours |
If you do not confirm delivery or raise a dispute within 5 days of delivery, the order auto-completes and payment is released to the seller. No exceptions.
Questions about a specific purchase?