Refund & return policy

Last updated: July 2026

At HoneySouq.com, customer satisfaction is our priority. We take great care in sourcing, packaging, and delivering premium natural honey and honey-based products. As our products are food items, we maintain strict hygiene and quality standards throughout our supply chain.

This policy explains when you can request a return, refund, or replacement, and is designed to work alongside your rights under UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection. Please read it carefully before placing an order.

1. Returns

Because our products are food items, we generally don’t accept returns once an order has been delivered and accepted — except in the following situations, where you’re entitled to a remedy regardless of any other term in this policy:

You received the wrong product
The product arrived damaged during delivery
The product is defective or unsuitable for consumption
The product is at or past its expiry date at the time of delivery
The order is incomplete or incorrect due to our error
The product materially differs from its description or images on the website

2. Refund eligibility

You may be eligible for a refund or replacement if:

Your request is submitted within 48 hours of receiving your order
The product remains unopened and in its original packaging (this doesn’t apply where the product itself is damaged, defective, or expired)
You provide clear photographs or videos showing the issue
You provide proof of purchase or your order number

We may review the reported issue, including requesting further information or images, before approving a refund or replacement. We aim to keep this process quick and straightforward.

3. Change of mind

We don’t accept returns for change of mind after delivery, given the perishable and food-safety nature of our products. This limitation is disclosed here at the point of purchase so you can make an informed decision before ordering.

4. Non-refundable situations

Outside of the situations listed in Section 1, refunds or returns won’t be accepted for:

Opened or partially consumed products, unless the issue relates to a defect, contamination, or expiry covered in Section 1
Products damaged due to improper storage after delivery
Orders placed incorrectly by the customer (e.g. wrong product or quantity selected)
Requests made after the 48-hour reporting window

5. Damaged or incorrect products

If your order arrives damaged, expired, or incorrect, contact our Customer Support Team within 48 hours of delivery with:

Your order number
Your name
Photographs of the product
Photographs of the packaging, if relevant
A brief description of the issue

We’ll review your request and respond as quickly as possible.

6. Refund process

Once we’ve reviewed and approved your request, we’ll offer one of the following, depending on the nature of the issue:

Replacement of the affected product, at no additional cost to you
Full refund
Partial refund, where applicable
Store credit for future purchases, if you prefer this option

Where a product is defective, damaged, expired, or not as described, any return shipping cost is on us — you won’t be asked to cover it.

7. Refund method and timing

Approved refunds are processed using your original payment method wherever possible. Processing times depend on your bank or payment provider, but refunds are typically completed within 7–14 business days of approval.

8. Order cancellation

Before dispatch

You can cancel your order any time before it has been packed or dispatched, and you’ll receive a full refund.

After dispatch

Once an order has been dispatched, it generally can’t be cancelled. If delivery is significantly delayed beyond the timeframe stated at checkout, you have the right to cancel and receive a full refund.

9. Delivery issues

If delivery fails because the address or contact number you provided was incorrect, or because you were unavailable or declined to accept the order, we may charge an additional fee for re-delivery. Refunds aren’t issued in these cases, since the delivery failure wasn’t caused by us.

If a delivery failure or delay is caused by us or our courier partner, this isn’t a customer-caused delivery issue, and Sections 6–7 above apply instead.

10. Quality commitment

Every product sold through HoneySouq undergoes quality checks before dispatch. If you believe a product doesn’t meet our standards, contact us immediately — we take every quality concern seriously and will investigate.

11. Your rights under UAE law

This policy is intended to work alongside, not replace, your statutory rights under UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection and its Executive Regulations. Nothing in this policy limits your right to a repair, replacement, or refund for defective, unsafe, expired, or misdescribed goods. If you’re unable to resolve an issue with us directly, you can escalate a complaint to the UAE Ministry of Economy’s Consumer Protection Department or your local Department of Economic Development.