Refund Policy

At NV Souq, customer satisfaction is important to us. This Refund Policy explains when refunds may be issued and how refund requests are handled.

Eligible Refunds

You may be eligible for a refund if:

• Your order was cancelled before preparation.
• You were charged incorrectly.
• The wrong items were delivered.
• Your order was not delivered.
• Your order arrived damaged or incomplete.
• A payment was processed more than once.

Refund requests are reviewed individually to ensure a fair resolution.

Non-Refundable Situations

Refunds may not be available if:

• The order has already been prepared or delivered successfully.
• Incorrect delivery information was provided by the customer.
• The issue resulted from customer misuse of the product.
• The request does not meet our refund requirements.

Refund Process

To request a refund:

• Contact NV Souq Customer Support.
• Provide your order number.
• Explain the issue clearly.
• Include photos if applicable.

Our support team will review your request as quickly as possible.

Refund Method

Approved refunds will be returned using the original payment method whenever possible.

Processing times may vary depending on your payment provider or bank.

Cash Payments

For cash orders, refunds may be processed as:

• Wallet balance (if available)
• Store credit
• Another suitable refund method approved by NV Souq

Merchant Responsibility

Merchants are responsible for preparing orders correctly.

NV Souq may coordinate with merchants to investigate refund requests before making a final decision.

Contact Us

If you need assistance regarding a refund, please contact our Customer Support Team through the NV Souq application.

Last Updated: July 2026

Thank you for choosing NV Souq. ❤️