Return Policy
Last updated: 4 July 2024
Return Policy Applicability
This return policy applies to customers purchasing products from Tobysouq website www.tobysouq.com or the Tobysouq mobile app (collectively referred to as the “Tobysouq Platform”).
Eligible Products for Return
A. Tobysouq Section
Returns for eligible products will be accepted under the following conditions:
Automotive
- Products must be returned in their original, sealed packaging.
- If the product is used, opened, or the seal is broken, returns will be declined unless there is a manufacturing defect.
- For defective products, the original box, information booklet, and all accessories must be returned.
Tools & Home Improvement
- Items must be in their original condition, including all packaging and materials (manuals, accessories, etc.).
- Used or damaged items will not be accepted for return.
Electronics
- Products must be returned in their original, sealed packaging.
- If the product is used, opened, or the seal is broken, returns will be declined unless there is a manufacturing defect.
- For defective products, the original box, information booklet, and all accessories must be returned.
Home & Kitchen
- Unwrapped bedding products are not eligible for return.
- Used, altered, assembled, or installed products will not be accepted unless they are defective.
Sports & Outdoors
- Returns are accepted only if the product is unused and in its original packaging.
Return Terms and Conditions
- Products must be returned in their original, sealed packaging.
- Used, opened, or unsealed products will be declined for return.
- For products with a warranty or manufacturing defect, customers can contact us through our customer service channels.
- Products will not be accepted for return until the customer is notified of acceptance.
- Only products listed in the above categories are eligible for return.
Return Window
Unless specified otherwise, Tobysouq offers a return window of seven (7) days from the date of receipt for returnable products.
Return Process
Once a return request is received, it may take up to one week for the product to reach us, depending on your location. Upon arrival at our fulfillment center, please allow up to two (2) business days for processing. After processing, refunds may take five (5) to seven (7) business days to be credited to your credit card or deposited if you paid in cash. Refunds are subject to the condition of the returned product.
General Return Conditions
Tobysouq reserves the right to return products to customers if they do not meet return guidelines or conditions. Customers are not entitled to refunds for ineligible returns. If a return request is declined, and the product is under Tobysouq section, we will make two (2) delivery attempts to return the product. If both attempts are unsuccessful, the product will be held for three (3) business days at our delivery hub. Customers can request another delivery attempt within this period. If no request is made, the item will be sent for liquidation. If a returned item is not part of the customer’s purchase history, it will be returned to the customer. For questions about returns, please contact Tobysouq Customer Service.
B. Frequently Asked Questions for Return Refunds
Refund amounts and methods may vary based on the condition of the item, the time since purchase, and the purchase method.
After Tobysouq collects the item from you, it undergoes a thorough inspection. Once it passes QC, the refund is initiated to the original payment source as follows:
The refund source table is given below:
| Payment Method | Refund Source |
|---|---|
| Credit Card/Debit Card | Credit Card/Debit Card |
| Cash on Delivery | Bank Account |
Additional charges for returns depend on the reason for the return. If the item has a manufacturing defect or Tobysouq delivered the wrong product, there are no extra charges, and the return will be processed free of cost. However, if the return is due to other reasons, the return shipping fees will be borne by the buyer.
Refunds will automatically transfer to your source account will occur within 14 days, depending on your bank.
Cash payments will be transferred to your bank account.
To check the status of your refund, please visit My Account for the latest update.
Refunds are processed on a per-item basis, so you may receive a partial refund initially, with the remaining amount being processed later. Please note that shipping fees and COD charges are non-refundable once the item has been delivered to you.
Note: Once issued, refund methods cannot be changed. If your refund status is not shown as “Approved/Declined” in My Account and the processing time has passed, please contact us for assistance. If your refund status shows as “Approved” and the standard timeframe has passed, contact your bank for more information.
