Informativa sui rimborsi

Last updated: August 1, 2026

At a glance

• Change of mind — not accepted once a smart-lighting or electronic product has been opened or used (standard practice for consumer electronics).
• Damaged, defective, or incorrect items — fully covered. Report within [confirm: 24 hours] of delivery for a free replacement, repair, or refund.
• Order cancellation — free before dispatch; not possible once your order has shipped.

When you buy from Lighting Souq, we want you to be happy with your purchase. If a product falls below the standard you expect, we will refund or exchange it in line with the terms below. This policy does not affect your statutory consumer rights under Qatari law.

5.1 Change-of-Mind Returns

Because our products are smart-lighting and electronic devices, we cannot accept change-of-mind returns once an item has been opened, installed, or used — in the same way that consumer electronics such as smartphones typically cannot be returned once activated. This protects both our customers and us from the safety and hygiene issues associated with reselling used electrical products.

If a product is still sealed in its original, unopened packaging, contact us within 48 hours of delivery and we will assess the request on a case-by-case basis. An approved return of an unopened item may be subject to a restocking fee of up to [confirm: 10%] to cover handling and repackaging, deducted from your refund.

5.2 Damaged, Defective, or Incorrect Items

If your order arrives damaged, does not match what you ordered, or develops a genuine manufacturing fault, contact our customer-service team within [confirm: 24 hours] of receiving your delivery. Please keep all packaging, manuals, and accessories intact, as these are needed to process the claim. We will then arrange, at no cost to you, one of the following:

• A replacement unit shipped to you;
• A repair, where applicable under manufacturer warranty (see our Warranty & Service Policy); or
• A full refund, if a replacement or repair is not possible.

Where a product develops a fault after this initial window, it may still be covered under the manufacturer's warranty — see the Warranty & Service Policy for how that works.

5.3 How Refunds Work

• Timing — approved refunds are processed to your original payment method. Once the returned item has been received and quality-checked, the refund is issued within 7–10 working days; depending on your bank, it may appear only on your next statement cycle.
• Faulty items — you will not be charged a fee, and shipping costs are refunded in full, for a return arising from a damaged, defective, or incorrect item.
• Change-of-mind items — for an approved return of an unopened, non-defective item, the restocking fee in 5.1 may apply, and original shipping and any collection charges are non-refundable.
• Pricing errors — if we quoted an incorrect price and you choose not to proceed at the corrected price, you will receive a full refund of anything already paid.
• Promotional bundles — for a “buy one, get one” or bundle offer, all items in the offer must be returned together.

5.4 Cancelling Your Order

You can cancel your order free of charge at any time before it has been dispatched — contact us as soon as possible at info@lightingsouq.com or via WhatsApp. Once an order has been handed to the carrier it can no longer be cancelled, though you may still be eligible for a return or exchange under Sections 5.1 or 5.2 once it arrives.

5.5 Free Gifts and Promotional Items

If a free gift or promotional item was included with your order and you return the main product under Section 5.1, the free gift or promotional item must be returned as well.

5.6 How to Start a Return, Exchange, or Refund

Email info@lightingsouq.com or contact us via WhatsApp with your order number and a brief description of the issue. Photos or a short video of the item help us process the request faster. Our team responds within a few hours during support hours (Sunday–Thursday, 9am–6pm Qatar time) and will guide you through the next steps, including arranging collection where applicable.