How Refunds & Returns Work

The most important thing to know: Suuqle never holds your money. When you buy, you pay the seller’s account directly using a money transfer (hawala). Because of that, Suuqle cannot refund you from its own system. Refunds happen directly between you and the store you bought from.

If you need a refund, your first step is to contact the store. Show them the payment proof (receipt) you uploaded and your order number. Many stores on Suuqle have a good policy to exchange the item or refund your money if something goes wrong.

What if a store refuses to fix a real problem or won’t return money the customer is owed? This is where our power comes in. Although we cannot access their bank account, we do manage their store on Suuqle. If a store is confirmed to have wronged a customer or denied a right the customer is owed, we take firm action — including removing that store from the Suuqle platform entirely. Sellers don’t want to lose their online business, and that pushes them to treat you fairly.