Return Policy

Applicability of the return policy

This return policy is applicable for customers purchasing the products from seller listed on www.sook.qa or SOOK mobile application (together referred as “SOOK Platform”) under the section of SOOK or Minutes (together referred to as “SOOK”)

Products eligible for return

A. SOOK section

Products eligible for returns will only be accepted under the following conditions:

B. SOOK in Minutes section

Products falling under categories (as covered below) and having the tag of -”Returnable”, will be accepted for return by SOOK within the specified return period and subject to fulfillment of the terms and conditions mentioned herein.

Terms and conditions for accepting returns

1. The product must be returned with the original packaging, sealed, and unopened.
2. If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you.
3. For all the products having warranty tag- refer to seller warranty or manufacturing defect of the products, customer will have to contact directly to the service center of the seller/manufacturer, as the case may be, such products are not accepted for returns by SOOK.
4. A product will not be accepted as returned until it has been notified to the customer that it is accepted for return.

Only the products covered in above categories will be considered for return. Products falling under other categories such as perishable items, flowers, plants, grocery, food items etc. are not eligible for return.

Return window

Unless otherwise specified, SOOK offers a return window of fifteen (7) days from the date of receipt of the shipment by you, in case of returnable products.

Process upon receiving return request

It may take up to 3 days based on your location for a product to reach us once you return it. Once the item reaches our fulfillment center, allow for up to two (2) business days for us to receive and process your returned product. After the return is processed, it may take up to five (3) to seven (4) business days for the refund to get credited to your credit card or your SOOK wallet if you paid in cash. Your refund is subject to the condition of the returned product.

General conditions applicable to all returns

SOOK shall reserve the right to return a product to the customer if the product returned does not meet any of its guidelines or conditions. The customer shall not be entitled to any refund if the product is not eligible for return. In the case a product is declined for a return request at any stage, and such product is under SOOK section then we will make two (2) attempts and in case such product is under Minutes section then we will make one (1) attempt to deliver the product back to the customer. In case the applicable attempts of delivery are unsuccessful, we will hold the product for three (3) business days only in our delivery hub. The customer can raise a request for another attempt with our customer care team within three (3) business days post the last notified attempt. If we receive the request from the customer for another attempt within three (3) business days post the last notified attempt, we can arrange the last attempt for delivery within two (2) business days otherwise the item will be sent for liquidation and the customer won’t be able to request for the delivery of the product again. In the event that a returned item is not part of the customer purchase history, it will be returned back to the customer. Please reach out to SOOK Customer Service if you have any questions with a returned item.