Returns & Refunds

Your Cancellation Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is your legal right and nothing in this policy reduces it.

Exemptions: The 14-day cancellation right does not apply to:

• Perishable goods or goods that expire or deteriorate rapidly
• Sealed food or drink products that have been opened after delivery, where the seal has been broken

For non-perishable, sealed items (such as unopened teas, spices, and dried goods), you may return them within 14 days of delivery provided they remain sealed and in their original condition.

Items That Cannot Be Returned

How to Return an Item

1. 1
   Get in touch

   Contact us at contact@souqio.co.uk within 14 days of receiving your order. Include your order number and the reason for the return.
2. 2
   Get your returns label

   We will confirm your return and email you a DPD returns label.
3. 3
   Pack your parcel

   Pack the items securely in their original packaging. Attach the returns label to the outside of the parcel.
4. 4
   Drop it off

   Drop your parcel at any of over 16,000 DPD Pickup shops across the UK, including Post Office and Sainsbury's locations. You can find your nearest shop at dpd.co.uk.
5. 5
   Track it back to us

   You will receive email confirmation and tracking updates as your return makes its way back to us.

Return Shipping Costs

Refunds

Once we receive and inspect your returned item, we will process your refund to your original payment method. Please allow:

• 1–2 working days for us to inspect and approve the return
• 3–5 working days for the refund to appear on your card statement

Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us as soon as you can at contact@souqio.co.uk. Please include:

• Your order number
• Photographs of the damaged or incorrect item(s) and packaging
• A brief description of the issue

We will either send a replacement or issue a full refund at no cost to you. In some cases, we may not require you to return the item.

Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days of delivery. For perishable items that period is shorter: it lasts as long as the item could reasonably be expected to keep.

Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.

Late or Missing Refunds

If you have not received your refund within 10 working days of our confirmation email, please:

• Check with your bank or card provider, as processing times vary.
• If you still have not received it, contact us at contact@souqio.co.uk and we will investigate.

Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund regardless of the timescales above.

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