Refund, Return & Warranty Policy

1. Order Cancellation Prior to Dispatch

You may cancel your order request free of charge at any time before your equipment has been dispatched from our warehouse. To cancel an active order, message our support desk immediately on WhatsApp at +971 50 2343278 or email support@theaudiosouq.com quoting your Order Reference ID.

2. Sourced-to-Order & Return Policy

Because all professional studio gear, microphones, interfaces, and acoustic equipment on The Audio Souq are procured specifically to order directly from official brand distributor allocations to guarantee fresh batches with full factory warranties, we do not accept change-of-mind returns on delivered items.

Please review product technical specifications, power requirements, and interface compatibilities carefully prior to completing payment. Our pro audio engineers are available via live chat and WhatsApp to advise on compatibility before you purchase.

3. Defective, Damaged or Incorrect Items (48-Hour Window)

• Inspect on Arrival: Please inspect the outer packaging with the courier upon delivery.
• Report Within 48 Hours: If your hardware arrives physically damaged in transit, with factory defects, or does not match your order proforma, contact us within 48 hours of delivery via WhatsApp (+971 50 2343278) or email (support@theaudiosouq.com) with clear photos or video of the packaging and serial number.
• Immediate Replacement: Upon verifying a factory defect or transit damage, we will arrange a complimentary courier pickup and replace the unit with a brand-new factory unit at zero additional cost to you. If a direct replacement is out of stock, a 100% full refund will be issued.

4. Manufacturer & Statutory Warranty

Every piece of hardware sold on The Audio Souq is 100% genuine and backed by official regional manufacturer local warranties (typically 1 to 3 years depending on the brand).

Under Article 16 of UAE Federal Law No. 15 of 2020 on Consumer Protection, if any hardware defect arises within the first six (6) months of purchase, it is legally presumed to have existed at the time of sale, entitling you to free repair or replacement under official manufacturer warranty channels.

*Warranty does not cover accidental physical liquid spills, improper electrical voltage surges, unauthorized third-party disassembly, or normal cosmetic wear and tear.

5. Refund Processing Timelines

Approved refunds for cancelled pre-dispatch orders or verified defects are returned directly to the original payment card through our gateway provider within 5 to 10 business days, depending on your card issuer's settlement schedule.

6. Consumer Complaints & Escalation

We strive to resolve any equipment issues promptly. If you require further assistance, you may escalate consumer inquiries to the UAE Ministry of Economy Consumer Protection Portal at consumerrights.ae or the Sharjah Department of Economic Development (SEDD).