Shipping & Returns Policy
Shipping Information
Delivery Methods & Timeframes
Sea Shipping
- Estimated delivery time: 30-45 days
- Best for bulk orders and non-urgent shipments
- Most cost-effective for larger shipments
- Real-time tracking provided
- Updates via email and WhatsApp
Air Shipping
- Estimated delivery time: 12 days
- Ideal for time-sensitive orders
- Higher shipping costs compared to sea freight
- Real-time tracking provided
- Regular status updates
Shipping Process
1. Order Confirmation
- Receipt of order confirmation email
- Initial shipping timeline provided
- Tracking number assigned after quality inspection
2. Pre-Shipping Quality Check
- Thorough inspection of all items
- Photo/video documentation provided
- Quality verification report shared
- Customer notification of any issues
3. Customs Clearance
- Pre-verification of product compliance
- Documentation preparation
- Customs processing time included in delivery estimates
- Updates on any customs-related delays
4. Delivery Updates
- Regular status updates via email
- WhatsApp notifications at key shipping milestones
- Real-time tracking information
- Final delivery confirmation
Shipping Insurance
- Comprehensive coverage through shipping partners
- Protection against loss or damage during transit
- Claims process handled through shipping carrier
- Documentation requirements provided if needed
Returns Policy
Return Eligibility
Returns must be reported within 5 days of receiving your order for the following reasons:
1. Product Damage
- Visible physical damage
- Non-functioning products
- Missing essential components
2. Wrong Product
- Items not matching order specifications
- Incorrect size or model
- Wrong quantity delivered
3. Quality Issues
- Products not meeting described specifications
- Manufacturing defects
- Performance failures
- Safety concerns
Free Return Process
For eligible cases (damage, wrong product, or quality issues):
1. Initiate Return
- Contact [email protected]
- Provide order number and photos
- Describe the issue in detail
2. Return Authorization
- Receive return authorization within 24 hours
- Get return shipping labels
- Packaging instructions provided
3. Shipping
- Return shipping costs covered by Soorce
- Use provided shipping labels
- Package items securely
- Include all original materials
4. Refund Processing
- Inspection upon return receipt
- Refund initiated after verification
- Processing time up to 30 days
- Original service fee non-refundable
Quality Check Rejection Process
1. Notification
- Immediate customer notification
- Detailed inspection report
- Photo/video evidence provided
2. Customer Options
- Request full refund
- Accept 72-hour resolution delay
- Cancel order (if within 24 hours of payment)
3. Resolution Process
If choosing 72-hour delay:
- Supplier coordination
- Daily updates provided
- Final resolution confirmation
- Shipping proceeds upon approval
Contact Information
For all shipping and return queries:
- Email: [email protected]
- Website: www.soorce.net
- Phone: +971 58 555 8882
Important Notes
- Keep all original packaging until satisfied with product
- Document any damage immediately upon receipt
- Take photos before returning items
- Follow all provided packaging instructions
- Maintain communication through official channels
- Track all shipping numbers provided