Refund & Return Policy

🛡️ Our Guarantees (The Khiyar Rights)

In accordance with Sharia-compliant trade, we offer three specific protections to our customers:

  1. Khiyar-e-Ru’yat (Option of Inspection): Since you are buying online, you have the right to inspect your decor upon arrival. If it does not meet your visual expectations, you can initiate a return immediately.
  2. Khiyar-e-Aib (Option of Defect): If your wooden or acrylic item has a manufacturing defect or was damaged during transit, we take full responsibility. We will replace the item or offer a full refund, covering all shipping costs.
  3. Iqalah (Mutual Rescission): Even if the product is perfect, you can return it within 14 days of delivery if you simply changed your mind.


📝 Return Conditions

To be eligible for a return under our 14-day policy, please ensure:

  • Condition: The item must be clean, unused, and in its original condition.
  • Packaging: Items must be returned in their original Alpha Souq packaging to prevent damage during the return journey.
  • Natural Variation Note: Please remember that Natural Wood has unique grain patterns and knots. These are natural characteristics, not defects.


💰 Refund Process & Options

Once we receive and inspect your returned item (usually within 3–5 business days), we will process your refund. You can choose between:

  • Original Payment Method: Refunded back to your Bank Account, EasyPaisa, or JazzCash. (Please allow up to 10 business days for the bank to reflect the credit).
  • Store Credit: Get 100% of your value back as an Alpha Souq gift voucher to use on your next purchase.

Important Notes:

  • Shipping Fees: Original shipping fees are non-refundable unless the return is due to a defect (Khiyar-e-Aib).
  • Restocking Fee: A small 10% restocking fee applies to "Change of Mind" returns to cover administrative costs.
  • Waiver: If you choose Store Credit instead of a cash refund, the 10% restocking fee is waived (0% deduction).


🚀 How to Start a Return

We’ve made the process simple and stress-free:

  1. Contact Us: Message us on WhatsApp at 📞 0300 2574223 or email 📧 alphasouq95@gmail.com with your Order ID and a photo of the item.
  2. Approval: Once approved, we will provide instructions on how to return the parcel.
  3. Shipment: Please ensure the return is dispatched within 14 days of approval.
  4. Receive Refund: Sit back and relax! We will notify you as soon as your refund is processed.


❌ Non-Returnable Items

  • Custom/Personalized Orders: Items made specifically to your measurements or engraved with names cannot be returned unless they arrive damaged.
  • Damaged by User: We cannot accept returns on items that show signs of misuse, accidental breakage by the customer, or improper cleaning of acrylic surfaces.


🤝 Our Philosophy

We believe in Sulh (Friendly Resolution). If you have any issues with your order, please talk to us. We are a homegrown brand, and we value your happiness over a single sale.

"May Allah show mercy to a man who is kind when he sells, when he buys, and when he makes a claim." (Bukhari)