Exchange and Returns

Fair, Transparent & Community-Focused Returns

At esouq, we take genuine pride in the quality, craftsmanship, and safety of every item we ship. We want you to purchase with complete peace of mind.

Our Exchange and Returns Policy is formulated in strict accordance with the Singapore Consumer Protection (Fair Trading) Act (CPFTA) and the Lemon Law provisions, ensuring fair, straightforward, and respectful resolution for every customer.

1. 7-Day Hassle-Free Defect Replacement Guarantee

If an item you received exhibits a manufacturing defect, electrical malfunction, missing parts, or physical damage incurred during courier transit:

Window: Notify us within seven (7) calendar days of receiving your parcel.
Our Commitment: We will arrange a 1-to-1 replacement at zero additional cost to you. We cover all replacement courier collection and re-delivery charges.
How to Claim: 1. Take a short 10-second video or clear photograph showing the defect (e.g., audio speaker test, cracked casing, or missing page in a mushaf). 2. Send your order number and media to WhatsApp +65 8081 2707 or email info@esouq.co. 3. Our support team will verify the issue within 24 hours and dispatch a brand-new replacement unit directly to your doorstep.

2. 14-Day Change-of-Mind Exchange Policy (Physical Goods)

We understand that preferences can change, or you may realize you selected the wrong color variant or book format:

Window: Request an exchange within fourteen (14) calendar days of parcel delivery.
Eligibility Criteria:
The product must be completely unused, unread, and in original brand-new condition.
The original manufacturer packaging, shrink-wrap seal, product tags, lanyards, and instructional manuals must remain completely intact and unopened.
For hygiene reasons, prayer mats (sejadah) that have been unrolled and used for prayer, and personal apparel/scarves, are non-exchangeable once unsealed unless defective.
Exchange Options: You may exchange for any other product of equivalent value, upgrade to a higher-value item by topping up the difference, or receive store credit.
Logistics for Change of Mind: The customer is responsible for the return courier delivery to our Singapore warehouse, or you may utilize our subsidized reverse-courier service for a flat fee of S$2.99.

3. Non-Returnable & Non-Exchangeable Items

In alignment with standard electronic commerce practices and intellectual property laws, the following items are strictly non-returnable:

Digital Downloadable Products: Instant PDF planners, digital flashcards, and audio files are final sale once the access link has been generated and dispatched.
Personalized / Custom Engraved Items: Any product custom engraved with personal names or specialized Quranic tagging services.
Clearance / As-Is Sale Items: Items explicitly marked as final clearance or non-returnable in promotional listings.

4. Refund Protocol

Where a replacement item is permanently out of stock or cannot be fulfilled within a reasonable timeframe, esouq will issue a full refund of the purchase price.
Refunds are credited back via your original method of payment:
PayNow QR: Processed within 1 to 2 business days directly to your mobile PayNow account.
Credit / Debit Cards: Initiated immediately upon verification; bank processing times vary between 3 to 7 business days depending on your issuing bank.

Dedicated Support Desk

For any questions regarding an exchange or return:

WhatsApp: +65 8081 2707 (Mon–Fri, 9am–6pm SGT)
Email: info@esouq.co (Subject: Exchange Request - Order #[Your Order Number])