Buyer Protection
MarkaSouq is committed to providing a safe and secure shopping experience for all our customers. Our Buyer Protection Policy is designed to ensure that you receive the products you ordered in the condition described, and that you are protected against fraudulent sellers, incorrect product information, and other issues that may arise during your purchase. This policy covers compensation for damages, ensures fair trading practices, and provides a mechanism for dispute resolution.
How to return an item and request a refund
If you need to return an item and request a refund, please follow these steps:
- • Log in to your MarkaSouq account and navigate to your order history.
- • Select the order containing the item you wish to return.
- • Click on the "Return Item" or "Request Refund" button for the specific item.
- • Fill out the return form, providing details about why you are returning the item and upload any necessary photos or documentation.
The refund process is as follows:
- • For payments made via credit or debit card, the refund will be processed to your original payment method within 5-7 business days after we receive and inspect the returned item.
- • For Cash on Delivery (COD) orders, the refund will be processed to your registered bank account or e-wallet within 7-10 business days after we receive and inspect the returned item.
Terms under which the Buyer Protection Policy applies
- • The item received is significantly different from the description provided by the seller.
- • The item is damaged, defective, or not functioning as described.
- • The item was not received within the promised delivery timeframe, and the delay was not due to circumstances beyond the seller's control.
- • The seller has engaged in fraudulent activity or misrepresentation.
- • The item received is counterfeit or fake.
Note: Buyer Protection applies only to purchases made through MarkaSouq platform and processed through our secure payment system.
How claims are reviewed
Once you submit a claim, our customer service team will review your case within 2-3 business days. We will examine the evidence provided, including photos, order details, and communication with the seller. If your claim is approved, you will receive a full refund for the item and any associated shipping costs. If your claim is denied, we will provide you with a written explanation of the decision.
Dispute resolution
In cases where there is a dispute between the buyer and seller, MarkaSouq will act as a mediator to help resolve the issue fairly. We will review all available evidence from both parties and make a decision based on our Buyer Protection Policy. Our goal is to ensure a fair outcome for all parties involved.
Modification and termination of Buyer Protection
MarkaSouq reserves the right to modify, update, or terminate the Buyer Protection Policy at any time. Any changes to the policy will be communicated to users through our website and email notifications. Continued use of the platform after policy changes constitutes acceptance of the updated terms.
Terms under which the Buyer Protection Policy does NOT apply
- • Items that have been used, damaged by the buyer, or are no longer in their original condition (unless the damage was present upon delivery).
- • Personal care items, intimate apparel, or items that cannot be resold due to hygiene reasons.
- • Items with tampered, removed, or missing serial numbers or authenticity tags.
- • Claims filed more than 45 days after the item was delivered.
- • Items purchased outside of the MarkaSouq platform or through unauthorized third-party sellers.