Buyer Policies
Your rights and protections when shopping on Souq by HalalHQ. We're committed to providing a safe and trustworthy shopping experience.
Returns & Refunds
Learn how to return items, request refunds, and understand your return rights. We offer flexible return options including change of mind returns for many items.
- Protected by Australian Consumer Law (no time limits for defective items)
- Change of mind returns available (where offered by seller)
- Step-by-step return request process
Australian Consumer Law (ACL) Protection
All products sold on HalalHQ are covered by Australian Consumer Law guarantees. You have automatic rights including:
- Acceptable quality: Products must be safe, durable, and free from defects
- Fit for purpose: Items must work as intended and match descriptions
- Match description: Products must match photos, descriptions, and samples
- Refund or replacement: Entitled to remedy for major problems
Payment Protection (AmÄnah System)
Your payment is held securely until you confirm delivery. This ensures:
- Payment held securely via Stripe until delivery confirmed
- Automatic refunds if items aren't delivered
- Secure Stripe payment processing
- Fraud protection and monitoring
Dispute Resolution
If you have an issue with your order:
- 1.Contact the seller first: Most issues can be resolved directly with the seller through the order page.
- 2.Request a return: If the item has issues, you can request a return through your order page.
- 3.Contact HalalHQ support: If you can't resolve the issue with the seller, email us at [email protected]
Important Information
- HalalHQ is a marketplace platform connecting buyers and sellers. Each seller is an independent business responsible for their own products, shipping, and customer service.
- Return policies may vary by seller. Check each product listing for specific return information.
- Shipping times and costs are set by individual sellers. Review shipping information before purchasing.