Last Updated: March 4, 2026
This Refund Policy explains the conditions under which refunds may be issued for purchases made through the MyFreshSooq Platform, including the website https://myfreshsooq.com and the MyFreshSooq mobile applications.
The MyFreshSooq Platform is operated by My Fresh Sooq, LLC, located in Riyad City, Abu Dhabi, United Arab Emirates.
By placing an order through the MyFreshSooq Platform, customers agree to the terms described in this Refund Policy.
All payments made through the MyFreshSooq Platform are processed securely using credit or debit cards at the time of checkout.
If a refund is approved, the refund will be issued to the original payment method used during the transaction.
Customers may request a refund in the following situations:
If products arrive damaged or spoiled at the time of delivery.
If the customer receives products that differ from the items ordered.
If items paid for are missing from the delivered order.
If a product is found to be significantly below acceptable quality standards.
Customers must submit a refund request through the MyFreshSooq Platform within a reasonable time after receiving the order.
When submitting a request, customers may be asked to provide:
Order details
Description of the issue
Supporting photos or evidence
All refund requests are subject to verification and investigation by MyFreshSooq.
MyFreshSooq will review refund requests to determine the cause of the issue.
Depending on the outcome of the investigation:
The vendor may be responsible for product quality issues.
The delivery driver may be responsible for delivery-related damage.
The claim may be rejected if the request is determined to be invalid or unsupported.
MyFreshSooq reserves the right to make the final decision regarding refund eligibility.
Refunds may not be granted in the following situations:
Change of mind after delivery
Incorrect delivery information provided by the customer
Failure of the customer to be available to receive the order
Claims submitted without sufficient evidence
Products consumed or significantly used after delivery
Once a refund request is approved, the refund will be processed to the original payment method.
Processing time may vary depending on the payment provider and banking institution.
Typically, refunds may take 5 to 10 business days to appear on the customer's statement.
Delivery fees may or may not be refundable depending on the circumstances of the refund request.
If the issue is determined to be the responsibility of the vendor or delivery service, the delivery fee may also be refunded.
MyFreshSooq reserves the right to:
Review all refund requests
Request additional information
Reject fraudulent or abusive refund claims
Temporarily suspend accounts that repeatedly abuse refund requests
MyFreshSooq reserves the right to update or modify this Refund Policy at any time.
Any changes will be posted on the platform with the updated date.
Continued use of the platform indicates acceptance of the updated policy.
For refund-related inquiries, please contact:
My Fresh Sooq, LLC
Riyad City, Abu Dhabi
United Arab Emirates
Website
https://myfreshsooq.com
Email
contact@myfreshsooq.com
Phone
+971504450205
