Shop with Confidence
Returns Made Easy - Your Protection Guaranteed
Souq Amānah
Trust-based protection on all purchases
Platform Review Option
Escalate to HalalHQ if seller doesn't respond or you disagree
Full Refund for Defects
100% refund including all shipping costs for faulty items
Quick Summary
- Defective items: No time limit (Australian Consumer Law)
- Change of mind: See individual seller's policy on product page
Return Window
Defective or Misdescribed Products
No time limit. Protected under Australian Consumer Law. You can return defective, faulty, or misdescribed items at any time.
Change-of-Mind Returns
Timeframe depends on the individual seller. Each product page clearly displays the seller's return window (e.g., 7 days, 14 days, 30 days, or "no change-of-mind returns accepted").
Who Pays for Return Shipping?
Seller Pays
- Defective or faulty items
- Wrong item sent
- Item doesn't match description
Customer Pays
- Change-of-mind returns (unless seller chooses to cover it)
- Check the seller's return policy on the product page before purchasing
Refund Method & Timeline
Refund Method
All refunds are issued back to your original payment method via Stripe. You will receive the refund to the same card or account you used for the purchase.
Refund Timeline
Once your return is approved and the seller confirms receipt, refunds generally take 5-10 business days to appear in your account (depending on your bank or card issuer).
Auto-Refund Protection
If the seller does not confirm receipt of the returned item within 7 days, your refund is automatically processed. You never have to chase unresponsive sellers - Souq Amānah protection ensures you get your money back.
When Can I Return an Item?
Broken or Faulty Item
Item arrived broken or doesn't work properly
Wrong Product Sent
Seller sent a different product than ordered
Doesn't Match Description
Item looks different from photos or description
Changed Your Mind
You no longer want the item (depends on seller's policy)
Important: Check Seller Policy Before Purchasing
Some sellers don't accept change-of-mind returns (they only accept defective/wrong items per Australian Consumer Law). The product page will clearly show if change-of-mind returns are not accepted.
How the Return Process Works
Day 0: You Request Return
- Go to your order page
- Click "Request Return"
- Choose return reason
- Upload photos (if required)
- Explain the issue (20+ characters)
- Submit request
Day 0-2: Seller Reviews (48 Hours)
Seller is notified immediately. They have 48 hours to respond.
They can:
- Approve your return
- Reject your return (with reason)
- Message you for more information
What if seller ignores my request?
After 48 hours → You can escalate to HalalHQ
Our team will review within 24-48 hours and make a fair decision
If approved, seller pays return shipping (even if their policy says you pay!)
This protects you from unresponsive sellers.
After Approval: Ship It Back
If seller pays shipping (defective/wrong item):
- You'll receive an email with a prepaid shipping label (PDF)
- Download, print, and attach the label to your package
- Drop off at the carrier location (no cost to you)
If buyer pays shipping (change-of-mind):
- Arrange tracked shipping yourself
- Keep your receipt (for reimbursement if seller agrees to cover it)
- Update return with tracking number in your order page
Day 2-9: Seller Confirms Receipt (7 Days)
Seller has 7 days to confirm receipt and inspect the item.
What if seller ignores again?
After 7 days → Automatically refunded
Full refund processed via Stripe
Usually takes 5-10 business days to your card
No need to chase the seller - we've got you covered!
Refund Complete
- Money back in your account
- Email confirmation sent
- Can leave feedback about experience
What You'll Get Refunded
For Defective/Wrong Items
- Item price (100%)
- Original shipping cost
- Return shipping cost
Result: You get EVERYTHING back
For Change of Mind
- Item price (100%)
- Original shipping NOT refunded
- Return shipping depends on seller's policy
Check seller's return policy before buying!
Timeline & Deadlines
Your Deadlines
- Request return (change of mind):Check seller policy
- Request return (defective):No time limit
- Ship item back:Within 14 days
Seller Deadlines
- Respond to request:48 hours
- If ignored:Escalation available
- Confirm receipt:7 days
- If ignored again:Auto-refunded
Our Guarantees
- • Escalation available after 48 hours if seller doesn't respond
- • Platform review completed within 24-48 hours of escalation
- • Auto-refund if seller doesn't confirm receipt within 7 days
- • You never have to chase unresponsive sellers - we protect you
Need Help?
Contact Seller First
Before requesting a return, try contacting the seller through your order page. Many issues can be resolved quickly through direct communication.
View Your OrdersEscalate to HalalHQ
If seller doesn't respond within 48 hours or rejects your legitimate return:
• Use the escalation button in your order page after 48 hours
• Our team reviews within 24-48 hours
• Platform makes final binding decision