Refund policy

Fursaad Marketplace Returns and Refund Policy

At Fursaad Marketplace, we are committed to providing our customers with high-quality products and services. We understand that there may be times when you need to return a product, and we have created this Refund Policy to help guide you through the process.

1. Refund Eligibility: 

To be eligible for a refund, you must contact the seller within 7 days of receiving the product and provide a valid reason for the return. The product must be in its original condition and packaging, and must not have been used or damaged in any way.

1.1. Which Products Can Be Requested for a Return?

You can submit a return request for a product as long it does not fall into the “non-returnable” list of products, explained above.

You can return an item if:

• You have received a wrong product.

• You have received a product that is not as described on the site.

• You have received a damaged product.

• You have received a product that is found to be a counterfeit.

For valid returns, please consider the below:

• Make sure the product is unused, in original, unbroken packaging, including all tags.

• Do not open the product original packaging if you realized it is a wrong product, damaged, different from description or picture displayed, or if you suspect it is counterfeit.

• Return request should be submitted for the entire quantity of the ordered product, as partial quantity return is not available.

2. Return Process: 

To initiate a return, please contact the seller directly through the Fursaad Marketplace platform. The seller will provide you with instructions for returning the product and may request additional information or documentation as necessary. You are responsible for ensuring that the product is returned to the seller in a timely and professional manner.

2.1 Submit Your Return Request

Submit your return request by visiting your order details page in your customer dashboard.

2.2 Initial Merchant Decision

Your return request is electronically reviewed by the merchant you bought the item from.

• If Rejected: if you think your return request is valid, you can communicate with the merchant from your customer dashboard for re-consideration, or you raise a dispute to Fursaad.com team to intervene.

• If Approved: this will be an initial approval until we collect the item from you to send it back to the merchant for physical inspection and further approval/rejection decision.

3. Refund Processing: 

Once the seller receives the returned product and verifies that it meets the eligibility criteria, they will issue a refund to your original payment method. The timing of the refund may vary depending on your payment provider and may take up to 14 business days to process.

3.1 Product Collection

Merchant courier will contact you to schedule a time to pick up the product from you and deliver it back to the Merchant, you bought it from.

3.2 Merchant Final Review and Decision

The merchant will physically inspect the returned item.

• If Rejected: if you think your return request is valid, you can communicate with the merchant from your customer dashboard for re-consideration, or you raise a dispute to Fursaad.com team to intervene.

• If Approved: you will be notified by email.

• Refund to Card: the refund will be made to your credit card in the event you have paid for your order by card

• Refund to Wallet: the refund will be made to your Fursaad Marketplace wallet in the event you have paid for your order by COD (Cash on Delivery). You can reuse the credit in your wallet for future purchases on Fursaad Marketplace

4. Non-Refundable Items: 

Some products or services may not be eligible for a refund, including but not limited to digital products, personalized or custom-made items, and perishable goods. Please check the seller's listing or contact them directly for more information on their refund policy.

4.1 Non-Returnable Conditions and List of Non-Returnable Products

• You cannot return the below unless the product was received damaged or if you received the wrong product. In this case, you are required to return the item unopened and in its original packaging.

• Products that are classified as hazardous materials or use flammable liquids or gases.

• Products that have been used by or damaged by the customer, or are not in the same original condition as you received them.

• Any consumable product which has been used or installed.

• Products with tampered or missing serial numbers or tags.

• Products that fall under specific categories, including:

• Digital Books and Software

• Swimwear

• Hosiery and Socks

• Underwear and Lingerie

• Beauty and Health products

• Contact Lenses

• Hygiene related and personal care products and certain baby products (e.g. tethers, diapers, hygiene tissues, feeding related products)

• Music, Video Media (DVD/CD/Blu-ray, etc...) and Video Games

• Music Albums

• Books

• Beauty & Fragrances

• Or any product not from the above categories but still displaying a No-return policy

5. Dispute Resolution: 

If you are unable to reach a satisfactory resolution with the seller, you may file a dispute through the Fursaad Marketplace platform. Fursaad Marketplace will review the dispute and may provide mediation services to help resolve the issue.

6. Changes to this Policy: 

Fursaad Marketplace reserves the right to modify this Refund Policy at any time. Any changes will be posted on the Fursaad Marketplace website and will become effective immediately upon posting.

Thank you for using Fursaad Marketplace, and we hope that this Refund Policy helps make your shopping experience as smooth and enjoyable as possible. If you have any questions or concerns, please do not hesitate to contact us.