refund policy.

Effective Date: March 1, 2025

1. GENERAL POLICY

All sales on Sooqna are final, as the platform exclusively features second-hand and clearance items. Items are sold "as-is," with no warranties or guarantees. Refunds are only considered if an item significantly deviates from its description or photos. Refund requests are subject to Sooqna’s approval.

2. ELIGIBILITY FOR REFUNDS

A buyer may request a refund within 24 hours after delivery by submitting a dispute form if:

  • The item is materially different from the listing description or photos.

  • The item is defective in a way that was not disclosed in the listing.

Refunds will not be granted for:

  • Minor wear and tear consistent with second-hand or clearance items.

·       Color or texture differences due to photography.

  • Buyer’s change of mind after completing the transaction.

  • Items that fit the description but do not meet personal expectations.

  • Items that could not be delivered due to buyer-related issues, such as providing an incorrect address, failing to be available at the scheduled delivery time, or not ensuring access to the delivery location (e.g., gated communities requiring prior authorization). This list is not exhaustive.

3. REFUND PROCESS

  • Buyers must submit a claim through the dispute form within 24 hours of delivery, including photos of the item and a detailed explanation of the issue.

  • Sooqna will evaluate the claim using records from the logistics team, the submitted dispute form, and the item listing.

  • If the claim is approved, the item must be returned in the same condition as received.

  • Sooqna handles all returns to protect user privacy, with buyers covering return costs equal to the original delivery fee.

  • Once the item is returned and verified, the refund (minus applicable fees) will be processed through Stripe.

4. RETURN LOGISTICS

  • Sooqna exclusively manages all returns to ensure seller privacy.

  • If the claim is approved, Sooqna will contact the buyer to schedule pickup within 10 days, which may be extended based on the logistics partner's availability.

  • Buyers must ensure access for pickup. If inaccessible, a re-pickup fee may apply. Sooqna and its logistics partner are not responsible for unattended homes or related incidents.

5. DISPUTE RESOLUTION

  • Sooqna reserves the right to make the final decision on refund claims.

  • If a buyer and seller dispute the refund decision, Sooqna will mediate based on transaction records, listing details, and documented evidence.

6. LEGAL IMPLICATIONS

6.1 Fraudulent Claims

Sooqna defines fraudulent refund claims as including, but not limited to, the following:

  • Providing false information or fabricated evidence.

  • Attempting to return a different item than the one purchased.

  • Damaging an item intentionally to claim a refund.

  • Filing a payment dispute with the bank for an unrecognized transaction, service non-delivery, or false non-receipt without first submitting a dispute form on Sooqna is prohibited. Buyers must use Sooqna’s dispute process before involving their bank or any third party.

6.2 Consequences of Fraud

  • Users found submitting fraudulent claims will be permanently banned from using Sooqna.

  • Sooqna reserves the right to escalate fraudulent cases to legal authorities.

  • Any attempt to abuse the refund system may result in legal action.

 

By making a purchase on Sooqna, buyers acknowledge and agree to this refund policy.