How returns, refunds and disputes work for purchases made on Souq.
Last updated: 17.09.2026
Because buyers pay through Souq and we release payment to sellers only after delivery, we can step in and refund buyers when an order goes wrong.
The order never arrived.
The item is significantly different from its listing, counterfeit, damaged or faulty.
The seller cancelled the order or could not fulfil it.
A service was booked and paid for but not delivered.
Report the problem in the app or email support@souqhr.com within 48 hours of delivery, or within 7 days of payment if nothing arrived. Include your order number and photos where relevant.
We hold the seller's payment while the request is open.
Where a return is needed, the item must be sent back unused and in its original condition. The seller pays return costs if the item was wrong, damaged or faulty.
Change-of-mind returns, unless the seller's listing offers them.
Perishable goods, personal-care items and underwear, once delivered in good condition.
Orders where the buyer has already confirmed delivery and more than 48 hours have passed, except for counterfeit items.
Approved refunds go back to the original payment method through Paystack.
Refunds are usually issued within 5 business days of approval; your bank may take longer to show them.
Where a refund is approved, the seller's payout for that order is cancelled.
If a buyer and seller cannot agree:
Our support and compliance team reviews the order, the in-app messages, and evidence from both sides.
We aim to reach a decision within 5 business days and tell both parties in writing.
Our decision decides whether the buyer is refunded or the seller is paid.
Sellers with repeated valid disputes may be suspended or removed.
To escalate a decision, email compliance@souqhr.com.