Refund and Returns Policy

Thank you for shopping at MatSouq — where we bring nature’s goodness straight to your kitchen.
We take pride in providing high-quality, pure, and fresh products. However, if you are not completely satisfied with your purchase, we’re here to help.

1. Returns

We accept returns only in cases where the product delivered is damaged, expired, incorrect, or defective.
To be eligible for a return:

  • The product must be unused, unopened, and in its original packaging.

  • The return request must be made within 7 days of receiving your order.

  • You must provide proof of purchase (order number, receipt, or invoice).

Once your return request is approved, we will guide you through the return process.
Please note: Items purchased during a sale or promotion are not eligible for return unless they are damaged or incorrect.

2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on certain products such as:

  • Opened or used food items

  • Perishable goods (like flours, spices, grains, and salts once unsealed)

  • Custom or special-order items

We recommend checking the product carefully upon delivery before opening.

3. Refunds

Once we receive your returned item and inspect it, we will notify you via email or message about the approval or rejection of your refund.
If approved, your refund will be processed within 7–10 business days.
Refunds will be issued to your original payment method (credit card, bank transfer, or wallet).

In some cases, a replacement or store credit may be offered instead of a cash refund, depending on product availability and condition.

4. Exchanges

We only replace items if they are defective, damaged, or incorrect.
If you need to exchange a product for the same item, please contact our customer support within 7 days of delivery, and we will arrange the replacement.

5. Damaged or Incorrect Products

If you receive a damaged, expired, or wrong product:

  1. Take clear photos of the item and packaging.

  2. Email them to matsouq8@gmail.com or WhatsApp our support team.

  3. Mention your order number and delivery date.
    Our team will review and respond within 24–48 hours.

6. Cancellations

You can cancel your order before it has been dispatched.
Once shipped, the order cannot be canceled.
If canceled before dispatch, a full refund will be issued to your original payment method.

7. Shipping Costs for Returns

Customers are responsible for paying return shipping costs unless the return is due to a mistake from our side (wrong or damaged product).
In such cases, MatSouq will cover all return shipping charges.

8. Contact Us

If you have any questions about our Refund and Returns Policy, please contact us.
📧 matsouq8@gmail.com
🌐 https://matsouq.com/contact-us/
📍 MatSouq – Bringing Nature’s Goodness to Your Kitchen

Short Summary:
We aim to make your experience simple and worry-free. If your product arrives damaged, incorrect, or not as expected — contact us within 7 days, and we’ll make it right with a replacement or refund.