Applies to all product categories on Hurria Street
Effective Date: April 2026 · Version 1.0
Return Window
14 Days
Refund Method
Original Payment or Store Credit
Processing Time
3–5 Business Days
Return Shipping
Free for Defects
At Hurria Street, your satisfaction is our priority. This policy explains how to return a product, when you are eligible for a refund, and how refunds are processed. Please read this policy carefully before making a purchase. By completing a purchase on Hurria Street, you agree to the terms below
1. Return Eligibility
1.1 Standard Return Window
You may return most items purchased on Hurria Street within 14 days of the confirmed delivery date. To be eligible for a return, the following conditions must be met:
- The item must be unused and in its original condition
- All original packaging must be intact, including boxes, bags, wrapping, and protective
materials - All tags, labels, accessories, manuals, and included components must be present
- A proof of purchase (order confirmation or receipt) must be provided
NOTE: The 14-day return window begins on the date of confirmed delivery, not the date of purchase. We recommend inspecting your order as soon as it arrives.
1.2 Extended Return Window
During special events (e.g., seasonal sales, Eid Elfitr, Eid Aduha, etc), an extended 30-day return window may apply. Any extended period will be clearly stated at the time of purchase
2. Non-Returnable Items
For hygiene, safety, or digital-content reasons, the following product categories are not eligible for return unless the item has a confirmed manufacturing defect or was delivered incorrectly:
|
Category |
Non-Returnable Items |
Reason |
|---|---|---|
|
Air Conditioning |
Installed or used units |
Cannot be resold once installed or used |
|
Dessert Coolers |
Used or damaged after delivery |
Product integrity and resale condition |
|
Refrigerator |
Used or plugged-in items |
Hygiene & performance integrity |
|
Chest Freezer |
Used or plugged-in items |
Hygiene & safety |
|
Cooker |
Opened or used items |
Hygiene & safety (heat exposure) |
|
TV |
Activated smart features / used items |
Digital access & usage |
|
Vehicles |
Customized or special orders |
Made to specification |
|
Generators |
Used units or fuel-related |
Safety regulations |
EXCEPTION: Non-returnable items may still qualify for a return or replacement if a manufacturing defect is confirmed, or if you received the wrong item. Please contact us within 48 hours of delivery in such cases.
3. Items Not Eligible Due to Condition
Returns will be rejected if the item is returned in any of the following states:
- Showing signs of use, wear, or damage caused after delivery
- Missing original packaging, tags, accessories, or components
- Returned outside the 14-day return window without prior authorization
- Damaged as a result of misuse, unauthorized modification, or improper installation
- Returned without a valid Return Merchandise Authorization (RMA) number (see Section
4)
4. How to Initiate a Return
Follow these steps to request a return:
1. Submit a Return Request. Log in to your Hurria Street account, go to “My Orders,” select the item you wish to return, and click “Request a Return.” Alternatively, contact our support team at returns@hurriastreet.com within the return window.
2. Receive Your RMA Number. Our team will review your request within 1–2 business days and issue a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number will not be accepted.
3. Pack the Item Securely. Place the item in its original packaging with all accessories, tags, and components included. Write your RMA number clearly on the outside of the parcel.
4. Ship the Item. Drop off the parcel at the designated courier location provided in your RMA confirmation email. Retain your shipping receipt and tracking number.
5. Await Inspection & Confirmation. Once we receive your return, we will inspect it within 2–3 business days and notify you of the outcome by email.
TIP: Take clear photos of the item and packaging before shipping your return. This protects you in the event of any disputes during inspection.
5. Order Cancellations
5.1 Before Dispatch
You may cancel an order at no cost provided it has not yet been dispatched. To cancel, go to “My Orders” and select “Cancel Order,” or contact us immediately at support@hurriastreet.com. A full refund will be issued within 3–5 business days.
5.2 After Dispatch
Once an order has been dispatched, it cannot be cancelled. You will need to wait for delivery and then initiate a standard return request as described in Section 4.
6. Refund Process
6.1 Inspection & Decision
Upon receiving your returned item, our team will inspect it within 2–3 business days. You will be notified by email of one of the following outcomes:
✅ Approved: Your refund or exchange will be processed immediately.
⚠️ Partially Approved: A partial refund may be issued if the item shows minor signs of use or is missing non-essential accessories.
❌ Rejected: If the item does not meet return conditions, it will be sent back to you at your cost.
6.2 Refund Methods & Timelines
|
Refund Method |
Processing Time |
Notes |
|---|---|---|
|
Original payment method |
3–5 business days |
Processing time may vary by bank |
|
Store credit (Hurria Street wallet) |
Within 24 hours |
Can be used on next |
|
Bank transfer (if card no longer active) |
5–7 business days |
Requires bank details |
6.3 Partial Refunds
A partial refund may be issued in the following situations:
- The item is returned with missing accessories or components
- The item shows minor wear inconsistent with simple inspection
- Only part of a bundled order is returned
7. Exchanges
If you would like to exchange an item for a different size, color, or variant, you may request an exchange instead of a refund during your return request (Step 1). Exchanges are subject to product availability. If the requested exchange item is out of stock, a full refund will be offered instead. Exchanges for a different product of higher value will require an additional payment for the price difference. Exchanges for a lower-value product will result in store credit for the difference.
8. Damaged, Defective, or Incorrect Items
8.1 Damaged in Transit
If your order arrives visibly damaged, please do the following:
- Photograph the damaged packaging and product before opening or using the item
- Report the issue within 48 hours of delivery via “My Orders” or by emailing
support@hurriastreet.com - We will arrange a free return pickup and issue a full refund or replacement at no cost to you
8.2 Manufacturing Defects
If a product develops a fault due to a manufacturing defect within 30 days of delivery, you are entitled to a free repair, replacement, or full refund. After 30 days, defective items may be covered under the manufacturer’s warranty. Please contact the manufacturer directly or reach out to us for guidance.
8.3 Wrong Item Delivered
If you received a product different from what you ordered, contact us within 48 hours of delivery. We will arrange a free return and ship the correct item to you at no additional cost. If the correct item is unavailable, a full refund will be issued.
URGENT: Damaged, defective, or incorrect item reports must be submitted within 48 hours of delivery.
Reports submitted after this window may not be eligible for a free return or replacement.
9. Return Shipping Costs
|
Return Reason |
Shipping Cost |
Paid By |
|---|---|---|
|
Item is defective, damaged, or incorrect |
Free |
Hurria Street |
|
Change of mind / no longer needed |
Charged |
Customer |
|
Wrong size or variant ordered by customer |
Charged |
Customer |
|
Item does not match description on listing |
Free |
Hurria Street |
|
Order cancelled before dispatch |
N/A — no shipping |
N/A |
10. Sale & Clearance Items
Items purchased at a discounted price during a sale or clearance event are eligible for return under the same standard conditions, unless otherwise stated at the time of purchase. Flash sale or “Final Sale” items are clearly marked as non-returnable on the product page. Please review the product listing before completing your purchase
11. Dispute Resolution
If your return or refund request is rejected and you believe the decision is incorrect, you may raise a dispute within 7 days of receiving the rejection notice:
- Email disputes@hurriastreet.com with your order number, RMA number, and supporting evidence (photos, descriptions)
- Our disputes team will review your case within 5 business days
- A final decision will be communicated in writing
12. Contact Us
Our customer support team is here to help with any returns or refund queries:
|
Category |
Contact Email |
|---|---|
|
Returns Portal |
My Account → My Orders → Request a Return |
|
Email Support |
support@hurriastreet.com |
|
Returns-Specific Queries |
returns@hurriastreet.com |
|
Payment & Refund Issues |
payments@hurriastreet.com |
|
Dispute Escalation |
disputes@hurriastreet.com |
|
Response Time |
Within 24 hours on business days |