NAJ FASHION SOUQ

1. Return & Exchange Eligibility

A retail product may be eligible for return or exchange when:

• The wrong product was delivered.
• The wrong size, colour, quantity, or item was supplied due to an error by NAJ Fashion Souq.
• The product has a genuine manufacturing defect.
• The product was damaged before or during delivery.
• The product materially differs from the product/order confirmed by NAJ Fashion Souq.

The returned product must normally be:

• Unused and unworn.
• Unwashed.
• Unaltered.
• In its original condition.
• With original tags, labels and packaging intact.
• Accompanied by the relevant order number, invoice or other proof of purchase.

2. Size & Product Measurement — Please Check Before Ordering

How to Choose Your Size

Please do not select your size based only on S, M, L, XL, XXL, etc.

1. Take a similar garment that fits you comfortably.
2. Lay the garment flat on a clean surface without stretching it.
3. Measure the garment according to the measurement guide provided.
4. Compare your measurements with the measurements shown on the NAJ Fashion Souq product page.
5. Choose the size that most closely matches your preferred fit.

Important — Chest Measurement

The chest measurement shown on our product measurement chart is normally measured
Pit-to-Pit, not around the customer’s body.

Product Measurement Chart

3. Important — 48-Hour Reporting Period

For a wrong, defective, damaged, or incorrect product, the customer
should contact NAJ Fashion Souq within 48 hours of delivery.

The customer should provide the order number and sufficient photographs and/or
video evidence to allow us to verify the condition of the product and packaging.

Customers are strongly advised to inspect the package and product immediately
after delivery.

5. Change-of-Mind Returns

A return or exchange simply because a customer has changed their mind,
no longer wants the product, or selected an unsuitable size is
not automatically guaranteed.

Such requests may be considered according to:

• Product category.
• Condition of the product.
• Whether the product has been used or altered.
• Terms displayed at the time of purchase.
• Applicable law.

6. Non-Returnable Products

The following products may be non-returnable unless defective, damaged,
wrongly supplied, or otherwise covered by applicable law:

• Used or worn garments.
• Washed garments.
• Altered or modified garments.
• Products with removed, damaged or missing tags.
• Products with damaged or missing original packaging where relevant.
• Personalized or customized products.
• Hygiene-sensitive products where return is restricted for legitimate hygiene reasons.
• Certain accessories.
• Clearly identified sale/clearance products where applicable.
• Other products specifically identified as non-returnable before purchase.

Nothing in this section is intended to exclude any rights that cannot
legally be excluded under applicable law.

7. How to Request a Return or Exchange

To request a return or exchange, contact our customer support team with:

Do not send the product back before receiving return instructions
from NAJ Fashion Souq.

8. Photo & Video Evidence

📷 Product Photographs

Clear photographs may be requested showing:

• Front of the product.
• Back of the product.
• Size/brand label.
• Product tags.
• Defect or damage.
• Packaging.
• Shipping label.

🎥 Video Evidence

Where necessary, the customer may be asked to provide video evidence showing:

1. Received package.
2. Shipping label.
3. Packaging condition.
4. Product condition.
5. Product tags and labels.
6. Claimed defect or damage.

9. Delivery Damage

If a package appears damaged when delivered, customers are encouraged to:

• Photograph the package before opening it.
• Photograph the shipping label.
• Record video evidence where possible.
• Contact NAJ Fashion Souq promptly.

If the product is found to be damaged, the claim will be reviewed based
on the available evidence.

10. Wrong Product or Incorrect Order

If you receive a product that does not correspond with your confirmed order,
please contact us within 48 hours of delivery.

After verification, NAJ Fashion Souq may provide an appropriate resolution, which may include:

• Replacement.
• Exchange.
• Correct product dispatch.
• Refund where applicable.

11. Defective Products

If you believe that a product has a genuine manufacturing defect,
please contact us promptly.

The product may be inspected or verified before a replacement,
exchange or refund is approved.

Damage caused through misuse, improper washing, alteration, accident,
negligence, or normal wear and tear may not qualify as a manufacturing defect.

12. Return Verification Process

13. Return Inspection

Returned products may be inspected before the final resolution is confirmed.

Inspection may include checking:

• Product condition.
• Tags and labels.
• Packaging.
• SKU/product identity.
• Signs of use or wear.
• Washing or alteration.
• Damage.
• Tampering.
• Consistency with the stated return reason.

If the returned product materially differs from the condition represented
in the return request, the claim may be rejected.

14. Refunds

Where a refund is approved:

• The refund will normally be processed through the applicable original payment method or another appropriate method.
• Processing time may vary depending on the payment provider, bank, or payment method.
• Applicable shipping or return charges may be treated according to the reason for the return and the terms applicable to the order.

15. Return Shipping

Where the return is confirmed to be due to:

• Wrong product supplied by NAJ Fashion Souq.
• Confirmed manufacturing defect.
• Confirmed delivery damage attributable to the delivery process.
• Other verified error attributable to NAJ Fashion Souq.

NAJ Fashion Souq may arrange or cover applicable return shipping,
subject to the circumstances and applicable terms.

For other return requests, the customer may be responsible for return shipping costs.

16. Unauthorized Returns

Customers should not send products to NAJ Fashion Souq without receiving
return instructions.

Unauthorized returns may cause delays in processing.

17. Order & Evidence Records

For customer service, verification, fraud prevention and dispute resolution,
NAJ Fashion Souq may maintain relevant records associated with an order, including:

• Order information.
• Invoice information.
• Product/SKU information.
• Packing records.
• Dispatch records.
• Delivery information.
• Photographs.
• Videos.
• Return requests.
• Customer communications.
• Product inspection records.

18. Fraud Prevention

NAJ Fashion Souq takes fraudulent or abusive return claims seriously.

Repeated or suspicious claims may be subject to additional verification.

Where there is reasonable evidence of intentional deception, fraudulent
representation, intentional damage, or misuse of the return process,
NAJ Fashion Souq may take appropriate action permitted by applicable law.

This policy does not prevent customers from making genuine complaints
or exercising rights available to them under applicable law.

19. Customer Rights

NAJ Fashion Souq respects applicable consumer protection laws and regulations.

Nothing in this policy is intended to remove, restrict, or override any
consumer right that cannot legally be excluded.

20. Customer Support

21. Policy Updates

NAJ Fashion Souq may update this policy from time to time.

The applicable policy for an order will be determined in accordance with
the terms presented to the customer at the relevant time, subject to applicable law.