Refund Policy

1. Full refund/exchange is only applicable in the event of :

• Customer received parcel with faulty item(s).
• Cancelled order with valid reason
• Item (s) ordered is out of stock.
• ‘Special case’ request which will be reviewed and finalized by management.

It will take maximum 14 working days to process

2. Defective / Faulty Items

Please drop us an email with the following details:

• Order ID (#XXXXXX)
• The matter of the issue (defective/faulty)
• Pictures or videos, whichever applicable
• Option for Full Refund or Exchange with same value item (s). Please provide your banking details to ease the refund processes.

3. In the event the Customer is unable to receive the delivery or collect a Product (as applicable), the said Customer shall contact the Company at the very soonest and arrange with the Company for an alternate delivery date (as applicable). In the event of failure by the Customer to contact the Company for non-acceptance of delivery/collection by the Customer (as applicable) within seven (7) days after the day on which the Product is ready for delivery/collection by the Customer (as applicable), the Order may be deemed canceled and the Company reserves the right to forfeit any amounts paid for and towards the Product.

4. No cancellation fees shall be applicable with NO valid reasons. Faulty/missing packaging or product box does not include in the refund process. Fees shall be applicable.

5. To check the return and refund status, you may contact our customer care center via email at hello.hayyasouq@gmail.com. The Product has to be return in its original condition, unworn and unused and in its original packaging within 30 days from the date of delivery or collection to us.

6. Any refunds shall be subject to the individual terms and conditions of the respective campaign/promotion.

7. We retain the final right to approve or reject the refund of the Product. Refund or exchange of a Product will be subject to our evaluation of the returned items.