SOOQ Last Updated: November 15, 2025

We want you to love your purchase. If you don’t, you have 7 days to return it. Here are the simple rules:

1. WHEN CAN I SEND SOMETHING BACK?

You can return a product if it meets these two rules:

A. Time Limit

• You must start the return process within 7 days of the date you received your package.

B. Product Condition (Must Be Perfect)

• The product must NOT be used, washed, or damaged.

• All original tags must still be attached.

• You must send it back inside the original box or packaging.

2. WHEN CAN I NOT SEND SOMETHING BACK?

We cannot accept returns for these items:

• Items that were clearly marked “Final Sale” on the website.

• Items that are personal or intimate (like innerwear or opened jewelry) where the hygiene seal has been broken.

3. HOW TO START A RETURN (EASY WAY)

You don’t need to visit a courier shop. We do the work for you!

Step 1: Send One Simple Email (Mandatory Details)

• Email us at contact@sooq.pk.

• In the email, you must tell us:

  1. “I want to return Order #[Your Order Number].”

  2. The reason for the return (e.g., “Too big,” “Wrong color,” or “It arrived broken”).

  3. YOUR REFUND DETAILS: You must provide one clear way for us to send your money back:

     • For Bank Transfer: Provide the Account Holder Name and IBAN (International Bank Account Number).

     • For JazzCash/EasyPaisa: Provide the Account Holder Name and the Mobile Account Number.

Step 2: We Schedule the Pickup

• We will email you back within 24 hours to confirm the return is approved.

• We will immediately arrange a Reverse Pickup with our partner, PostEx Courier Service, to collect the package from your home address.

Step 3: Give Package to Rider

• A PostEx rider will visit your address (usually within 1-3 days).

• You just hand the securely packed item to the rider. You pay them NO CASH.

4. REFUND RULES (WHO PAYS THE SHIPPING?)

The refund amount depends on why you are returning the item:

A. If the Item Was Broken or Wrong

• Your Refund: You get 100% of your money back (including the original shipping fee).

• Who Pays Shipping: SOOQ pays for everything.

B. If You Just Changed Your Mind (Buyer’s Remorse)

• Your Refund: We refund you the Product Price ONLY.

• Who Pays Shipping: You pay. Since we paid PostEx to pick up the item, we will DEDUCT that return shipping fee from your total refund amount.

  Example: Product Price PKR 1,500. Return Fee PKR 250. Your refund is PKR 1,250.

5. GETTING YOUR MONEY BACK

Step 1: Inspection

• Once the item arrives back at our location in Rahim Yar Khan, we inspect it to make sure it wasn’t used.

Step 2: Refund Payment

• We process the payment within 5 to 7 business days after the item passes inspection.

• The money will be sent electronically using the details you provided in your initial email.

🛑 IMPORTANT: Lost Packages

• We are not responsible for packages that get lost by the courier on the way back to us. We can only give you a refund once the item is physically signed for at our address.