Returns/Exchanges

This Return and Exchange Policy outlines the conditions under which customers of Souk Hive may request returns or exchanges. We aim to ensure customer satisfaction while maintaining fair and transparent procedures. By placing an order with us, you agree to the terms described in this policy.

Eligibility for Returns and Exchanges
Returns or exchanges may be accepted within a specified period after delivery, provided that the item meets the required conditions. Products must be unused, in their original packaging, and in the same condition as received. Items that show signs of wear, damage caused by the customer, or missing components may not be eligible for return or exchange.

Non-Returnable Items
Certain items may not be eligible for returns or exchanges due to hygiene, safety, or final sale reasons. These may include products that have been used, altered, or are explicitly marked as non-returnable at the time of purchase. We reserve the right to refuse returns that do not meet the eligibility criteria.

Return and Exchange Process
To initiate a return or exchange, customers must contact us with their order details and reason for the request. Once your request is reviewed and approved, you will receive instructions on how to send the item back. Returns must be shipped using a reliable method to ensure safe delivery. Unauthorized returns may not be accepted.

Condition of Returned Items
All returned items must be securely packaged to prevent damage during transit. Items should include all original packaging, accessories, tags, and documentation. We reserve the right to reject returns that are incomplete, damaged due to improper packaging, or not in their original condition.

Refunds
Once the returned item is received and inspected, we will notify you regarding the approval or rejection of your refund. If approved, refunds will be processed using the original payment method within a reasonable timeframe. Processing times may vary depending on your payment provider or financial institution.

Exchanges
If you request an exchange, it will depend on product availability. In cases where the requested item is not available, an alternative option or refund may be offered. Exchanges are subject to approval and must meet the same eligibility conditions as returns.

Shipping Costs for Returns
Customers are generally responsible for the shipping costs associated with returning an item, unless the return is due to a mistake on our part such as receiving a defective or incorrect product. Shipping costs are non-refundable unless otherwise stated.

Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, you must contact us promptly with relevant details and evidence such as photos. We will review the issue and provide a suitable resolution, which may include a replacement, exchange, or refund depending on the situation.

Late or Missing Returns
If you have not received your refund after approval, we recommend checking with your bank or payment provider first, as processing times may vary. If there is still an issue, you may contact us for further assistance.

Changes to This Policy
We reserve the right to update or modify this Return and Exchange Policy at any time without prior notice. Any changes will be reflected on this page, and continued use of our services indicates acceptance of the updated policy.

Contact Information
If you have any questions or wish to initiate a return or exchange, you may contact us at soukhive@gmail.com. We will assist you with your request and guide you through the process.