Return & Refund Policy
At Soyle, we are committed to maintaining a fair, transparent, and professional approach to returns and refunds. This policy explains the conditions under which returns are accepted, how refunds are processed, and what responsibilities apply to customers. Our objective is to protect both customer trust and product integrity while ensuring clarity at every step.
By placing an order on Soyle, you acknowledge and agree to the terms outlined in this Return & Refund Policy.
Return Eligibility Window
Return requests must be submitted within 7 days of receiving the product. The return window begins from the date the courier confirms delivery.
Requests submitted after this period will not be eligible for review, approval, or refund.
Change of Mind
Due to the nature of our product categories, including electronics, appliances, and household items, change-of-mind returns are not accepted.
This includes situations such as ordering by mistake, deciding the product is no longer needed, preferring a different model or color, or finding the product elsewhere at a different price. Customers are encouraged to carefully review product information before completing a purchase.
Exchanges
Exchanges are not accepted.
Soyle does not offer product exchanges under any circumstances. If a return is approved, the resolution will be processed strictly according to the refund terms outlined in this policy.
Accepted Return Reasons
Return requests may be considered only in the following cases:
You received an incorrect item compared to your order confirmation
The product arrived damaged due to shipping or handling
The product is defective or non-functional upon arrival
Essential parts or accessories are missing from the package
The product materially differs from the description provided
All return requests are subject to verification and approval.
Evidence Requirement
To evaluate return requests fairly and efficiently, customers must provide clear supporting evidence. This may include photographs of the product, packaging, serial numbers where applicable, and videos demonstrating damage or defects.
Failure to provide sufficient evidence may result in delays or rejection of the return request.
Return Shipping and Return Label Responsibility
Customers are fully responsible for arranging and covering the cost of the return shipment, including obtaining and paying for the return shipping label.
Soyle does not provide prepaid return labels. Returned items must be shipped using a reliable courier service with tracking. The customer remains responsible for the product until it is received by us.
Restocking Fee
For approved returns, a restocking fee of AED 15 will be deducted from the refundable amount. This fee covers inspection, handling, and administrative processing costs.
The restocking fee applies regardless of the payment method used and will be clearly reflected in the refund calculation.
Condition of Returned Items
Returned products must be in suitable condition for inspection. Items should be unused, unaltered, and returned with original packaging, accessories, and documentation where applicable.
Products showing signs of misuse, physical damage unrelated to delivery, unauthorized repairs, or tampering may be rejected and will not qualify for a refund.
Inspection and Approval Process
Once a returned item is received, it undergoes a verification and inspection process. Approval of a refund depends on the inspection outcome and compliance with this policy.
Soyle reserves the right to deny refunds if the returned item does not meet eligibility or condition requirements.
Refund Processing Timeline
Approved refunds are processed within 10 business days after the returned item has been received and successfully inspected.
Refunds are issued to the original payment method where possible. Processing times may vary depending on banks, payment providers, or financial institutions, which are outside our control.
Partial Refunds
In certain cases, partial refunds may be issued. This may apply if an item is returned incomplete, shows minor signs of use, or is missing non-essential packaging. Any such decision will be communicated before processing.
Non-Refundable Situations
Refunds will not be issued for change-of-mind requests, items returned outside the eligible window, products damaged due to misuse, or items returned without proper approval.
Customer Responsibility
Customers are responsible for reviewing their orders upon delivery and contacting us promptly if an issue is identified. Delayed reporting may impact eligibility.
Providing accurate information, evidence, and complying with return instructions is essential for a smooth resolution.
Policy Updates
Soyle reserves the right to update or modify this Return & Refund Policy at any time to reflect operational, legal, or regulatory changes. Updated versions will be published on this page.
Contact Information
For return or refund assistance, please contact us during business hours:
Email: help@soyle.store
Business Hours: 9:00 AM to 5:00 PM (GMT +4)
Business Address:
1B, 24th Street,
Dubai, United Arab Emirates