How Souq'd's buyer protection actually works

Buying something from a stranger on the internet requires trust. And trust, in the context of online marketplaces, requires more than a good review score and a nice profile photo. It requires systems — financial, logistical, and procedural — that protect both parties when things go right and when things go wrong.

Here's exactly how buyer protection works on Souq'd, step by step, with no marketing fluff.

Step 1: You buy, we hold

When you purchase an item on Souq'd, your payment doesn't go directly to the seller. It goes into escrow — a secure holding account managed by our payment processor (Stripe). The seller can see that payment has been received, but they can't access the funds.

This is important for one reason: it means the seller has an incentive to ship the correct item in the described condition, because they don't get paid until you confirm you're happy.

Your payment method (Visa, Mastercard, Apple Pay) is processed securely through Stripe. Souq'd never sees or stores your card details.

Step 2: Aramex collects from the seller

Once payment is confirmed, the seller receives a shipping notification with an Aramex collection window. Aramex — the UAE's most established logistics provider — collects the parcel from the seller's door. No meeting in car parks, no awkward handovers, no "I'll be 10 minutes late" messages.

The seller packs the item according to Souq'd's packaging guidelines (which vary by item type and parcel size). Aramex provides the shipping label — the seller just needs to hand over the parcel.

Once collected, you receive a tracking number. You can follow your package across the UAE in real time through Aramex's tracking system.

Step 3: Delivery to your door

Aramex delivers to your address anywhere in the UAE. Dubai, Abu Dhabi, Sharjah, Al Ain, Ras Al Khaimah — nationwide coverage. Typical delivery time is 1–3 business days within the same emirate, 2–4 days between emirates.

If you're not home, Aramex will attempt redelivery or you can arrange collection from a nearby drop point.

Step 4: The 48-hour inspection window

This is the core of buyer protection. Once your item is delivered, you have a full 48 hours to:

• Inspect the item — does it match the listing description, photos, and stated condition?
• Test it — for electronics, does it power on, charge, and function as described?
• Check for undisclosed issues — stains, damage, missing parts, or anything the seller didn't mention

If everything checks out, you confirm receipt in the app. At that point — and only at that point — the payment is released to the seller. Transaction complete, everyone's happy.

What happens if something's wrong

If the item doesn't match the listing, you have two options within the 48-hour window:

Option 1: Request a return. If the item is significantly not as described — wrong size, different condition than listed, missing parts, or (in the case of electronics) not working — you can open a return request. Provide photos showing the issue, and our team reviews the case.

If the return is approved, Aramex collects the item from your door (free of charge) and returns it to the seller. You receive a full refund to your original payment method. The seller doesn't get paid.

Option 2: Negotiate with the seller. Sometimes the issue is minor — a small flaw not mentioned in the listing, a missing accessory. You can message the seller through Souq'd's messaging system and agree on a partial refund or other resolution. If you can't agree, Option 1 remains available within the 48-hour window.

What's covered and what isn't

Covered:

• Item not as described (condition, size, brand, colour)
• Item not working (for electronics)
• Item not received (lost in transit)
• Counterfeit items (for luxury/designer goods)

Not covered:

• Change of mind after the 48-hour inspection window
• Minor variations that don't affect function (slight colour differences due to screen calibration, normal wear consistent with the listed condition)
• Issues reported after the 48-hour window has closed

Our Trust & Safety page has the full policy details, and our Terms of Service cover the legal specifics.

Why this matters

The biggest barrier to buying secondhand online is fear. Fear that the item won't arrive, won't be as described, or won't work. Buyer protection removes that fear by shifting the risk away from the buyer and onto systems designed to handle it.

Sellers benefit too — buyer protection builds trust in the platform, which brings more buyers, which means faster sales at better prices. It's a system that works because it works for everyone.

Questions about buyer protection? Check our Help Centre or contact us directly.