Terms of Service — English

Last updated: 18 July 2026

Welcome to Souqly. These Terms of Service govern your access to and use of the Souqly online store and your purchase of products through our website.

By accessing our website, placing an order, or purchasing a product, you agree to these Terms of Service. Please read them carefully before using our store.

1. Store information

Souqly is an online store operating from Riyadh, Kingdom of Saudi Arabia, and currently sells and delivers products within Saudi Arabia only.

For questions, complaints, cancellations, returns, or other assistance, you may contact us through:

Email: zyfi4472@gmail.com
Phone: +966 54 781 6797
Location: Riyadh, Kingdom of Saudi Arabia

2. Eligibility to place an order

By placing an order, you confirm that you are legally capable of entering into a purchase agreement or that you are placing the order with the permission and supervision of a parent or legal guardian.

You agree to provide complete and accurate information, including your name, telephone number, delivery address, and any other information needed to process and deliver your order.

3. Products and product information

We make reasonable efforts to display product descriptions, specifications, photographs, colours, sizes, and other details accurately.

However, the actual colour or appearance of a product may vary slightly due to screen settings, photography, manufacturing variations, or packaging updates.

Customers should review the product description, dimensions, compatibility information, safety instructions, and age recommendations before placing an order.

4. Prices and VAT

All prices are displayed in Saudi Riyals unless stated otherwise.

Prices displayed to consumers include applicable VAT unless clearly indicated otherwise. Delivery charges, cash-on-delivery charges, or other applicable charges will be shown before the order is completed.

We reserve the right to correct genuine pricing, description, or technical errors. If an error affects an order already placed, we will contact the customer before processing the order.

5. Orders and acceptance

Submitting an order does not automatically mean that it has been accepted.

Souqly may contact the customer to confirm the order, delivery address, availability, quantity, or cash-on-delivery details.

An order may be cancelled if:

• The product is unavailable.
• The customer’s contact or delivery information is incomplete or incorrect.
• We are unable to confirm a cash-on-delivery order.
• There is an obvious pricing or product-information error.
• We reasonably suspect fraudulent, abusive, or unlawful activity.

6. Payment

Souqly currently accepts cash on delivery.

The customer must ensure that the order amount is available at the time of delivery. Any cash-on-delivery or delivery charges shown during checkout will form part of the total order value.

Additional payment methods may be introduced in the future and will be displayed during checkout when available.

7. Delivery

Souqly currently delivers within the Kingdom of Saudi Arabia.

Estimated delivery times are:

Riyadh: Same-day delivery may be available for eligible and confirmed orders, depending on product availability, delivery capacity, order timing, and the customer’s location.

Other Saudi cities: Approximately two to five business days after confirmation of the order.

Delivery periods are estimates and may be affected by weekends, public holidays, incorrect addresses, unsuccessful contact attempts, courier delays, weather conditions, or circumstances outside our reasonable control.

The customer is responsible for providing an accurate and accessible delivery address and answering calls or messages from Souqly or the delivery provider.

If delivery is delayed for more than the period allowed under applicable Saudi law, the customer may exercise any cancellation or refund rights provided by law.

8. Order cancellation

Customers may request cancellation before the shipping label has been generated.

A cancellation request may be submitted by email or phone and must include the customer’s name, telephone number, and order number.

Once the shipping label has been generated or the order has been handed to the delivery provider, the order may no longer be cancelled as a pre-shipment cancellation. Any request made after that stage will be handled under the applicable return policy.

9. Returns for unused products

Subject to applicable Saudi law and legal exclusions, a customer may request the return of an eligible product within seven days of receiving it where:

• The product has not been used.
• The product is in its original condition.
• The original packaging, accessories, manuals, gifts, and labels are included.
• The product has not been damaged after delivery.
• Proof of purchase is available.

Certain products may not be eligible for change-of-mind returns where an exclusion is permitted under Saudi law, including products that cannot be returned for health, hygiene, safety, customisation, or other legally recognised reasons.

For returns not caused by a defect or an error by Souqly, the customer may be responsible for the return-delivery cost.

10. Defective, damaged, or incorrect products

Customers should inspect their order as soon as reasonably possible after delivery.

If a product is defective, damaged on arrival, materially different from its description, or an incorrect product has been delivered, the customer should contact Souqly within 14 days of receiving the order.

Souqly may request photographs, videos, packaging images, or other reasonable information to verify the issue.

After verification, the customer may choose, where reasonably available and legally applicable:

• Replacement with the correct or non-defective product; or
• A refund of the product price and any applicable charges that must be refunded.

A defective product does not have to remain completely unused where reasonable use or inspection was necessary to discover the defect.

This 14-day reporting procedure does not reduce any longer mandatory rights available to the customer under Saudi law.

11. Refunds

Approved refunds for cash-on-delivery orders will normally be processed through bank transfer or another method agreed upon with the customer.

The customer may be required to provide accurate bank information for the refund. Souqly will not be responsible for delays caused by incorrect information provided by the customer.

Refunds will be processed after the returned product has been received and inspected, except where applicable law requires otherwise.

12. Product warranties and safe use

Any manufacturer or supplier warranty applicable to a product will be mentioned on the product page or supplied with the product where available.

Customers must use products according to their instructions, safety warnings, voltage requirements, age recommendations, and intended purpose.

Souqly is not responsible for damage caused by misuse, unauthorised modification, incorrect installation, improper electrical connection, negligence, or use contrary to the product instructions. Nothing in these terms limits rights that cannot legally be excluded.

13. Prohibited use

You may not use the website or its products for unlawful, fraudulent, abusive, or unauthorised purposes.

You may not attempt to interfere with the website, introduce malicious software, obtain unauthorised access, submit false orders, misuse cash on delivery, or infringe the rights of Souqly or any third party.

14. Intellectual property

The Souqly name, branding, website design, written content, graphics, and original materials belong to Souqly or are used with permission.

They may not be copied, reproduced, republished, or commercially used without prior written permission, except as permitted by applicable law.

15. Personal information

Personal information submitted through the store will be handled in accordance with our Privacy Policy and applicable Saudi laws.

Customer information may be shared with delivery providers and service providers only to the extent reasonably required to process orders, deliver products, provide support, prevent fraud, and operate the store.

16. Third-party services

Souqly may use third-party providers for website hosting, order management, communications, delivery, analytics, and other operational services.

These providers may operate under their own terms and privacy practices. Souqly is not responsible for interruptions caused solely by third-party systems outside our reasonable control.

17. Limitation of liability

To the maximum extent permitted by law, Souqly will not be responsible for indirect or consequential losses arising from circumstances outside its reasonable control.

Nothing in these Terms of Service excludes or limits liability or consumer rights that cannot lawfully be excluded under the laws of Saudi Arabia.

18. Complaints and customer support

Complaints may be submitted through:

Email: zyfi4472@gmail.com
Phone: +966 54 781 6797

Customers should include their name, order number, telephone number, a description of the issue, and any supporting photographs or documents.

Souqly will review complaints and attempt to resolve them fairly and within a reasonable period.

19. Changes to these terms

Souqly may update these Terms of Service when necessary to reflect changes in operations, services, payment methods, delivery arrangements, or legal requirements.

The updated version will be published on the website with a revised “Last updated” date. Changes will not unfairly remove rights relating to orders already completed.

20. Governing law

These Terms of Service and all purchases made through Souqly are governed by the applicable laws and regulations of the Kingdom of Saudi Arabia.

Any dispute will be handled by the competent authorities or courts in Saudi Arabia, without affecting the customer’s mandatory consumer-protection rights.

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