Return & Refund Policy

1. Our Commitment

At Cedar Souq, we want you to be completely satisfied with your purchase. This Return & Refund Policy outlines the conditions and procedures for returns, exchanges, and refunds.

2. Return Eligibility

2.1. General Return Conditions

Products may be returned within 7 days of delivery if:

Product is defective or damaged
Product is significantly different from description
Wrong product was delivered
Product is missing parts or accessories

⚠️ IMPORTANT ANTI-FRAUD MEASURES:

Mandatory Photo/Video Evidence: Unboxing video REQUIRED for high-value items (over 1,000,000 LBP)
Device Registration: Electronics serial numbers recorded and must match upon return
Identity Verification: Valid Lebanese ID required for all returns over 500,000 LBP
Blacklist System: Fraudulent return attempts result in permanent account suspension
Police Report: Fraudulent claims will be reported to Lebanese authorities
Legal Action: We reserve the right to pursue legal action for fraud (Lebanese Penal Code)

2.2. Products NOT Eligible for Return

The following items CANNOT be returned for hygiene and safety reasons:

Personal care items (cosmetics, skincare after opening)
Underwear and intimate apparel
Perishable food items
Custom-made or personalized products
Digital products and gift cards (after redemption)
Products with tampered seals or packaging

2.3. Return Conditions

To be eligible for return, products must:

Be in original condition (unused, unworn, unwashed)
Include all original packaging, tags, and labels
Include all accessories and documentation
Not be damaged by customer use

3. Defective or Damaged Products

3.1. Upon Delivery Inspection

If you receive a damaged or defective product:

Do not accept the delivery if damage is visible
MANDATORY: Record video with delivery driver present showing damage
Take photos of the damaged product and packaging (all angles)
Get delivery driver to sign damage report
Contact our support team immediately at info@cedarsouq.com

3.2. After Delivery Discovery

If defects are discovered after delivery:

Report the issue within 48 hours of delivery
REQUIRED: Provide clear photos/video of the defect
Include your order number and product details
For Electronics: Demonstrate defect via video (device must be in original condition)
Warning: False claims will result in account termination and legal action

3.3. Our Response

Provide a full refund, OR
Send a replacement product at no additional cost
Cover return shipping costs

4. Wrong Product Delivered

Contact us within 24 hours with photos
We will arrange free pickup of the wrong item
The correct product will be shipped immediately
No additional charges will apply

5. Return Process (Enhanced Security)

Step 1: Request Return Authorization

Email info@cedarsouq.com or create a support ticket with:
- Order number
- Product name and SKU
- Reason for return
- MANDATORY: Photos/Videos showing issue (all angles)
- For Electronics: Serial number visible in photos
- Lebanese ID number (for verification)

Step 2: Fraud Prevention Check

Our team reviews evidence within 24–48 hours
Verification Process:
- Serial number verification (for electronics)
- Video authentication check
- Customer history review
- Cross-reference with delivery confirmation
You’ll receive a Return Authorization Number (RAN) if approved
Suspicious cases may require in-person verification

Step 3: Package the Product

Pack securely in original packaging
Include the RAN on the package
Include invoice/receipt copy
Include ALL accessories, manuals, and original boxes

Step 4: Ship or Schedule Pickup

Option A: Drop off at our collection points (preferred for high-value items)
Option B: We arrange pickup (fees may apply based on return reason)
High-Value Items (>2,000,000 LBP): Must be returned in person with ID

Step 5: Thorough Inspection & Testing

Physical inspection (1–3 business days)
Functionality testing for electronics
Serial number verification against our records
Condition assessment (customer damage check)
Fraud detection screening
Approval/rejection notification with detailed explanation

Step 6: Refund or Exchange

If Approved: Refunds processed within 5–7 business days; exchanges shipped immediately
If Rejected (Fraud Detected): Customer notified with evidence; item returned (fees apply); account flagged/suspended; may be reported to authorities

6. Refund Methods

6.1. Original Payment Method

Credit/Debit Card: 5–10 business days
Bank Transfer: 3–5 business days
Cash on Delivery: Bank transfer or store credit (your choice)

6.2. Store Credit Option

Immediate availability
Valid for 12 months
Usable for any future purchase

7. Shipping Costs for Returns

7.1. Seller Error (Defective, Wrong, or Damaged)

Cedar Souq covers all return shipping costs.

7.2. Change of Mind or Customer Error

Customer pays return shipping costs
Fees typically range from $1–$3 depending on location

7.3. Free Returns Promotion

Some products may qualify for free returns (marked on product page).

8. Exchanges

8.1. Size or Color Exchange

Available for clothing, footwear, and accessories
Subject to stock availability
Within 7-day return period
Product must meet return conditions

8.2. Exchange Process

Follow return process (Steps 1–4)
Specify desired exchange item
We confirm availability
Exchange shipped upon receiving original item

9. Cancellation Policy

9.1. Before Shipping

Orders can be cancelled free of charge
Full refund issued within 3–5 business days
Contact us immediately at info@cedarsouq.com

9.2. After Shipping

Contact us to refuse delivery
Standard return policy applies once delivered

9.3. Partial Cancellation

Cancel specific items from an order
Refund issued for cancelled items only
Remaining items will be delivered

10. Special Categories

10.1. Electronics (Enhanced Security)

7-day return period for defects ONLY
MANDATORY Requirements:
- Original box, all accessories, and warranty card
- Serial number must match our records
- Unboxing video REQUIRED (items over 1,000,000 LBP)
- Defect must be reproducible and verified by technicians
- No physical damage, scratches, or signs of misuse
Anti-Fraud Measures:
- All returned electronics tested extensively
- Serial numbers tracked and cannot be swapped
- Returning different/damaged devices ⇒ police report
- Lebanese ID required for all electronics returns
Activated warranties may limit return options (check manufacturer policy)
Change of mind NOT accepted for electronics

10.2. Furniture & Large Items

Return within 7 days of delivery
Must be in original condition
Return shipping may be higher due to size

10.3. Perishable Food & Beverages

No returns except for defective or damaged items
Report issues immediately upon delivery

10.4. Digital Products

No refunds after download or activation
Technical issues will be supported

11. Warranty & Manufacturer Defects

11.1. Manufacturer Warranty

Products with manufacturer warranty follow manufacturer terms
Cedar Souq assists with warranty claims
Warranty period varies by product (see product page)

11.2. Extended Warranty

Optional extended warranties may be available at purchase
Terms provided at time of purchase

12. Refund Processing Time

Payment Method	Refund Processing Time
Credit/Debit Card	5–10 business days
Bank Transfer	3–5 business days
COD (Bank Transfer)	3–5 business days
Store Credit	Immediate

Note: Processing times begin after product inspection is complete.

13. Contact for Returns

Email: info@cedarsouq.com
Support Ticket System: cedarsouq.com/support/tickets (RECOMMENDED)
Subject Line: Return Request - Order #[Your Order Number]
Response Time: 24–48 hours

14. Anti-Fraud Policy & Customer Protection

14.1. Our Commitment to Fair Business

Cedar Souq operates with zero tolerance for fraud from BOTH customers and sellers. We protect honest customers while preventing abuse of our return system.

14.2. Fraud Prevention Measures

Serial Number Tracking:

All electronics serial numbers are photographed and recorded before shipping
Serial numbers must match upon return
Swapping devices = criminal fraud

Delivery Confirmation:

Signature required on delivery
Photo proof of delivery
GPS tracking of all deliveries
Delivery drivers trained to document condition

Customer Verification:

Lebanese ID required for high-value returns
Phone number verification
Address verification
Purchase history review

Video Evidence:

Unboxing videos required for items over 1,000,000 LBP
Videos must be continuous and show product condition
Edited videos will not be accepted

Technical Testing:

Professional technicians test all returned electronics
Every claimed defect is verified
False claims are documented and reported

14.3. Consequences of Fraudulent Returns

First Offense (Suspected Fraud):

Return rejected with explanation
Customer pays return shipping
Warning issued to account

Second Offense (Confirmed Fraud):

Account suspended for 6 months
Blacklisted from returns
All future orders: prepayment only (no COD)
Reported to Lebanese E-Commerce Council

Third Offense or Severe Fraud:

Permanent account termination
Police report filed with Lebanese authorities
Legal action pursued under Lebanese Penal Code
Name added to national fraud database
May face criminal charges for fraud

14.4. What Constitutes Fraud

Fraudulent Activities Include:

Claiming “not received” when delivery was confirmed
Claiming “defective” when product works properly
Swapping products/serial numbers
Returning used items as “new”
Returning damaged items claiming they arrived damaged
Using products and then claiming defect
Providing false information or fake evidence
Manipulating photos/videos
Multiple false claims across different accounts

14.5. Customer Rights Protection

Fair and transparent return process
Genuine defects always honored
Quick resolution for legitimate issues
No penalties for honest mistakes
Clear communication throughout

14.6. Legal Framework

Lebanese Penal Code (Articles on fraud and deception)
Lebanese Consumer Protection Law
Lebanese E-Commerce Regulations
Banking Secrecy Law (for financial fraud)

14.7. Reporting Suspicious Activity

Email: security@cedarsouq.com
Ticket System: Mark as “Fraud Report”
We investigate all reports confidentially
Whistleblower protection guaranteed

14.8. Data Sharing with Authorities

Internal Security Forces (ISF)
Consumer Protection Directorate
Lebanese Judiciary
Banking regulators (for payment fraud)

Return & Refund Policy