Refund, Cancellation & Shipping Policy

Souq3D is a marketplace that connects clients with independent designers, print shops, and sellers in Egypt. This policy explains how cancellations, refunds, and delivery work for orders placed through the platform.

Who is responsible for your order

Each order is fulfilled by the provider or seller you choose. The provider is responsible for the quality of the work, the delivery date, and the shipping method stated in the accepted offer or product listing. Souq3D helps both sides communicate and record the agreement.

Cancellation

• You can cancel an order before the provider starts work or production. Message the provider from the order page or contact us at support@souq3d.com.
• Once production has started on a custom item (design, print, CNC, or laser work), cancellation depends on the work already completed and is agreed with the provider.
• A provider may cancel an order if the files or details cannot be produced as requested. In that case you are not charged for work that was not delivered.

Refunds and returns

• If the item you receive is damaged, defective, or does not match the accepted offer or listing, tell the provider and Souq3D within 3 days of delivery with photos and the order number.
• The provider will reprint, repair, replace, or refund the item according to the issue. If you and the provider cannot agree, contact us and we will review the order conversation and help reach a fair outcome.
• Custom-made items that match the approved files and specifications are not returnable for change of mind.
• Approved refunds are returned using the same method as the original payment where possible, or by another method agreed with you.

Shipping and delivery

• The delivery time and shipping cost are shown in the offer or product listing before you accept or pay.
• Providers deliver within Egypt using the courier or pickup method agreed on the order. Delivery times depend on the governorate and the courier.
• You can follow the status of your order on the platform until delivery. If a delivery is late, message the provider first, then contact support if you need help.

Payment

Payment methods are shown on each order, such as InstaPay, bank transfer, e-wallets, or cash on delivery. Keep your payment proof until the order is delivered.

Contact us

Email support@souq3d.com or message us on WhatsApp at @mtse14. Please include your order number so we can help faster.