Free Returns Are Available for All Orders in the KSA & UAE..!!

Whilst we love all our products and hope you do too, we want you to be absolutely delighted with your order. But a change of heart or mind is something we all have on occasion, and size does matter when it comes to clothing items! So, you can return or exchange any item purchased on Babysouk.com within seven (7) days of receiving your original order for FREE* in the KSA and UAE.

*Please note that sale items and personalised items are excluded from this policy and cannot be returned unless faulty or damaged.

How to Return an Item for Exchange or Refund?

We will accept item(s) for exchange or full refund provided they are returned as new, i.e. they are unworn, and have been returned with the original packaging, including tags, within seven (7) days of purchase.

Returns that are damaged (including the packaging), dirty, or altered, may not be accepted and may be returned to our customer. If you think that you may want to return an item, please take the utmost care to ensure that you keep the products you received clean and all packaging in its’ original condition.

Free Returns in the KSA and UAE - How?

Option 1 – Drop Location Return

Step 1: Email [email protected] or call our Customer Happiness Team by dialing +971 600 587 003 from anywhere in the GCC.

Step 2: A member of our Customer Happiness Team will send you a simple “Item Return Form”, which you will need to fill out describing: i) the returned item(s), ii) your reason for the return, and iii) your signature. After you return this form to our Customer Happiness Team, they will then direct you to the most convenient Drop Location.

Step 3: Drop the item(s) to us at our warehouse or drop locations in either Dubai, Riyadh or Jeddah.

Step 4: Upon inspection and confirmation of the returned item(s) at our location, and ensuring that the item(s) is in perfect resalable condition, we will refund the amount you paid for the item(s) either via bank transfer, CDM deposit, or online store credit (via a voucher code) within 7 – 10 working days of the return.

** Please note that for bank transfers or CDM deposits, we will require your complete bank details, which you can share with our Customer Happiness Team to start the refund process.

Option 2 – Driver Pick Up Return

Step 1: Email [email protected] or call our Customer Happiness Team by dialing +971 600 587 003 from anywhere in the GCC.

Step 2: Our Customer Happiness Team will send you a simple “Item Return Form”, which you will need to fill out describing: i) the returned item(s), ii) your reason for the return, and iii) your signature. After you return this form to our Customer Happiness Team, they will schedule a pick-up of the item(s) by our delivery team.

Step 3: We will then pick up the item(s) at your location and return the item(s) to one of our operations centers where our Babysouk.com Quality Control team will inspect the item(s).

Step 4: Upon inspection and confirmation of the returned item(s) at our location, and verifying that the item(s) is in perfect resalable condition, we will refund the amount you paid for the item(s) either via bank transfer, CDM deposit, or online store credit (via a voucher code) within 7 – 10 working days of the return.

** Please note that for bank transfers or CDM deposits, we will require your complete bank details, which you can share with our Customer Happiness Team to start the refund process.

URGENT RETURNS IN THE KSA & UAE

If you decide that you do not want to wait for one of our delivery and sales team members to be in your area for the pick-up, return or exchange of your items item(s), we can also organise a pick-up which will be charged to you at the following pick-up return rates:

In the UAE:

AED 20 in Dubai

AED 40 for the rest of the UAE

In Saudi Arabia:

SAR 20 in Riyadh, Jeddah, Al Qassim, Makkah, Madina, Khobar, Dharan and Dammam

SAR 40 for the rest of the Kingdom

RETURNS FROM OUTSIDE KSA OR UAE:

Please note that we currently cannot offer free returns for products from outside the KSA or UAE. Please follow these steps for returns outside the KSA and UAE:

Step 1: Contact us at [email protected] or call our Customer Happiness Team by dialing +971 600 587 003 and our team will discuss with you whether your item(s) are eligible for return.

Step 2: Our Customer Happiness Team will send you a simple “Item Return Form”, which you will need to fill out describing: i) the returned item(s), ii) your reason for the return, and iii) your signature. After you return this form to our Customer Happiness Team, they will schedule a pick-up of the item(s) by one of our international courier partners.

Step 3: If agreed, we will organise an international courier to collect the items from your location.

Step 4: When we receive your returned item(s) at either our UAE or KSA operations centers, and after immediate inspection of the returned items by our Babysouk.com Quality Control team that the returned items(s) are in perfect and resalable condition, we will issue an online store credit to you via a voucher code, less any cost incurred from returned shipping charges, customs charges, and/or VAT costs associated with the item(s) being returned.

GIFT EXCHANGES

Gifts can be exchanged within seven (7) days of purchase (no cash refund) for replacement items of the same value or they can be exchanged for higher priced item(s) with any additional monies payable should the final value be different.

Note that there will be collection and delivery charges of AED 50 applied if your Gift Exchange items are collected by one of our sales and delivery team members.

When you receive your Gift Package, you will also receive a ‘Gift Receipt’, which will be required for any exchanges or replacements. Please contact our Customer Happiness Team at [email protected] and have your ‘Gift Receipt’ information available, and then simply follow the ‘Free Returns’ process above.

EXCHANGE EXCEPTIONS

For sanitary reasons, we cannot accept the return of any breastfeeding products unless the item(s) are clearly faulty due to manufacturing defects or related issues of manufacture.

Other items we are unable to return include:

• Potty training items

• Clothing/footwear items without the original packaging and tags

• Personalized items

• Items on sale

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• Electronic items where the original seal is broken

• Items that are not in original condition and packaging (For example, the item came in a sealed box or plastic packaging and the item was removed, broken or torn)

• Damaged items due to misuse or showing signs of wear and tear, even if the item(s) are still subject to any warranty period

• Items that have been assembled, used, altered or installed, unless clearly defective

• Items were sealed at receipt and require their hygienic levels to be intact from the manufacturer

BOXED ITEMS

Any items delivered and presented in any product(s) branded box, must be returned unmarked in its original, undamaged, branded packaging, as this packaging is considered to be part of the returned product, and is therefore considered unfit for resale if the packaging is damaged or dirty.

Items returned without their original branded box, or in a damaged box. may not be accepted.

SWIMWEAR OR UNDERGARMENTS

For hygiene reasons, underwear and swimwear must be tried on over underclothing, ensuring that the protective hygiene strip remains in place and intact. If the protective hygiene strip is removed or altered, the item(s) cannot be returned.

FAULTY GOODS

We take great pride in the brands and products we stock and have tried and tested all of our products before they make it onto our site and into your home.

However, mistakes and issues do sometimes happen during manufacturing, and we never want a customer to have a faulty item. Many of our stroller and car seat brands offer their own warranty programs, and as such, the longest warranty period applicable to your product will stand and will override the below in stances where warranties are active.

An item(s) is deemed to be faulty if it is received by you damaged, or if it has a manufacturing fault that is immediately evident, or which occurs within one (1) month of the item being received by you. Where possible the item(s) will be repaired or replaced for exactly the same product, in the same size and colour, and also subject to availability. If the item(s) cannot be repaired or replaced for exactly the same item, then an exchange will be offered, or full refund will be issued – whichever option best solves the issue for you as our customer.

Repairs of items do not come with any guarantees, and generally nullify warranty coverage unless such repairs are carried out exactly as instructed by the manufacturer of the item. All items returned as faulty will be inspected by the Babysouk.com Quality Control Team, and any items deemed subject to fair wear and tear will not be accepted as faulty or defective.

CANCELLING YOUR ORDER

You have the right to cancel your order(s) at any time prior to delivery of the items(s) to your home.

You will be refunded the full amount paid within 7 to 10 working days for your order, including any delivery charges you may have incurred if you cancel your order prior to dispatch by one of sales and delivery team members.

How To Cancel Your Order

Please notify our Customer Happiness Team either:

• by writing at [email protected]; or

• call them on +971 600 587 003

within 24 hours of placing your order, and our expert team will guide you through the order cancellation process to your satisfaction, as well as stay in touch with you regarding the status of your refund.