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Refund and Return Policy
This policy was last updated on 19th April, 2025.
At Farsaad Market, we are dedicated to delivering our customers high-quality products and services. We understand that there may be times when you need to return a product, and we have created this refund policy to guide you through the process.
In this policy, Fursaad Marketplace can be referred to as “Fursaad,” “we,” “our,” or “us. And for the customer, can be referred to as “You”, “Yours”, or “Buyer”.
1. Eligibility for a refund
1.1 To be eligible for a refund, the customer or buyer must contact the seller within 30 days of receiving the product and provide a valid reason for the return.
1.2 The valid reasons are that the product must be in its original condition and packaging, and must not have been used or damaged in any way.
1.3 Fursaad has the ultimate right to accept or reject a refund request based on valid reasons.
2. What products are eligible for return?
2.1 Here is the list of the products that are eligible for return:
Any products that are not non-returnable (see Section 5.2).
Products that are damaged during delivery.
The wrong products.
2.2 Fursaad’s return and refund policy only works in the countries listed below:
2.3 For valid returns, please consider the following:
Ensure the product is unused, in the original packaging, and unbroken, including all tags.
Do not open the original packaging of the product if you realise that it is the wrong product, damaged, different from the description or image shown, or if you suspect it is counterfeit.
A return request must be submitted for the full quantity of the product ordered, as partial quantities cannot be accepted for return.
3. Return process
3.1 To initiate a return, please contact the seller directly through the Forsaad Marketplace platform. The seller will provide you with return instructions and may request additional information or documentation as necessary. The customer is responsible for returning the product to the seller in a timely and professional manner.
3.2 Submit your return request
Submit your return request by visiting your order details page in your customer dashboard.
3.3 Initial Trader Decision
Your return request will be reviewed electronically by the merchant from whom you purchased the item.
3.4 In case of rejection
If you believe your return request is valid, you can contact the merchant from the customer dashboard to reconsider it, or you can raise a dispute with the Forsaad team for intervention.
If approved, this will be a preliminary approval until we collect the item from you to send it back to the merchant for physical inspection and a subsequent approval or rejection decision.
4. Refund Process
4.1 Once the seller receives the returned product and verifies that it meets the eligibility criteria, the seller will refund your original payment. Refund timing may vary depending on your payment provider and may take up to 14 business days to process.
4.2 Product range
The merchant's delivery company will contact you to schedule a time to pick up the product from you and return it to the merchant from whom you purchased it.
4.3 Final Merchant Review and Decision Making
The merchant will physically inspect the returned item.
4.3 In case of rejection:
If you believe your refund request is valid, you can contact the merchant from the customer dashboard to reconsider it, or you can raise a dispute with the Forsaad team for intervention.
If approved, you will be notified via email.
4.5 Refund to Card: The refund amount will be credited back to the original credit card used for your order payment.
4.6 Refund to Wallet: If you paid for your order using COD (Cash on Delivery), the funds will be refunded to your wallet. You can reuse the balance in your wallet for future purchases on the Forsaad Marketplace.
5. Non-refundable items
5.1 Some products or services may not be eligible for refunds, including, but not limited to, digital products, personalized or custom-made items, and perishable goods.
Please check the seller's listing or contact them directly for more information about their refund policy.
5.2 Non-Returnable Conditions and List of Non-Returnable Products:
Products classified as hazardous materials or containing flammable liquids or gases.
Products that have been used or damaged by the customer, or are not in the same original condition in which you received them.
Any consumer product that has been used or installed.
Products that have tampered with or are missing serial numbers or tags.
Products that fall under specific categories, including:
Digital books and software
swimwear
socks and stockings
Underwear and lingerie
Beauty and health products
contact lenses
Hygiene and personal care products, and some baby products (such as cords, diapers, hygiene tissues, and feeding-related products)
Music, video media (DVD/CD/Blu-ray, etc.), and video games
Music albums
books
Cosmetics and perfumes
Or does any product from the above category still offer a no-return policy
You can only return non-refundable products if they were received damaged or if you received the wrong product. In this case, you must return the item unopened and in its original packaging.
6. Dispute Resolution
6.1 If you are unable to reach a satisfactory resolution with the seller, you can file a dispute through the Souq Forsaad platform. Souq Forsaad will review the dispute and may offer mediation services to help resolve the issue.
7. Changes to this policy
7.1 Farsaad Market reserves the right to modify this refund policy at any time. Any changes will be posted on the Farsaad Market website and will become effective immediately upon posting.
If you have any further questions, please contact our customer service at:
Trade name: Omnify Brokerage Services LLC
Business Name: Fursaad
Business Email: [email protected]
Business Address: Musaffah - M36 - Abu Dhabi - Abu Dhabi
Abu Dhabi Abu Dhabi 0000
United Arab Emirates
Phone Number: +971545453959
