Customer Care Policy

1. Introduction

At Hyogena, customer care is an essential part of the shopping experience. Whether you need help with an order, delivery, payment, product information, returns, refunds, authenticity concerns, account access, or technical issues, our team is here to support you through our official communication channels.

Hyogena is committed to providing clear communication, reliable support, and transparent handling of customer inquiries.

2. Official Customer Support Channels

Customers may contact Hyogena through the following official channels:

• Email: info@hyogena.com
• WhatsApp: +971 50 881 1385
• Website: ae.hyogena.com

Customers are encouraged to use these official contact channels for order inquiries, delivery updates, payment questions, product concerns, return requests, refund requests, authenticity concerns, and technical support.

3. Customer Support Scope

Hyogena customer support can assist with:

• Order questions and order status updates
• Delivery updates and location-related delivery inquiries
• Returns and refunds
• Payment questions, including card payments, cash on delivery, Tamara, Tabby, and other available payment options
• Product information
• Product authenticity concerns
• Account support
• Privacy and data-related requests
• Website or technical issues
• General customer service inquiries

4. Product Authenticity and Originality Commitment

Hyogena takes product authenticity seriously.

Products sold through Hyogena are sourced through official distributors, manufacturers, authorized partners, pharmacies, or other trusted supply sources. Hyogena applies internal procedures to help ensure that products listed and delivered through the platform are original and legitimate.

If a customer believes that an item received may not be original, the customer should contact Hyogena urgently through WhatsApp or email and provide:

• Order number
• Product name
• Photos of the product
• Photos of the packaging
• Batch number or expiry date, if available
• A clear explanation of the concern

Hyogena will review the matter carefully. Where necessary, Hyogena may investigate the product source, request additional information, remove or exclude the item from the platform, review the supplier or source, and take corrective action to protect customers.

5. Delivery Support

Hyogena delivers products directly to customers through its logistics and fulfillment network.

For deliveries within the United Arab Emirates, the usual delivery timeframe is 1 to 3 days, depending on the customer's location, product availability, and operational conditions.

When a customer selects their location on the map during checkout, Hyogena will display the applicable delivery estimate for the products and location selected.

Delivery times may vary due to factors such as address accuracy, payment confirmation, courier availability, public holidays, high-demand periods, or circumstances outside Hyogena's reasonable control.

6. Payment Support

Hyogena offers multiple payment options to make checkout easier for customers. Available payment methods may include:

• Credit cards
• Debit cards
• Cash on delivery
• Tamara
• Tabby
• Other payment methods displayed at checkout

The available payment options may vary depending on the order value, customer location, payment provider approval, and checkout conditions.

For payment-related issues, customers may contact Hyogena through the official support channels.

7. Legal, Privacy and Compliance Inquiries

For legal, privacy, data protection, brand protection, compliance, or documentation-related inquiries, customers may contact:

Email: info@hyogena.com

Hyogena may request verification before processing legal, privacy, or account-related requests in order to protect customer information and prevent unauthorized access.

8. Communication Standards

Hyogena is committed to maintaining a professional and respectful communication standard with customers.

Our customer care approach is based on:

• Clear communication
• Respectful service
• Accurate information
• Transparent updates
• Careful handling of customer data
• Practical support for order, product, delivery, and payment matters
• Fair review of complaints and concerns

Customers are also expected to communicate respectfully with Hyogena's support team. Abusive, threatening, fraudulent, or misleading communication may affect the ability to continue support through certain channels.

9. Escalation Procedures

If an inquiry cannot be resolved immediately, Hyogena may escalate the case internally depending on the issue.

Escalated cases may be reviewed by:

• Customer Support
• Logistics and Fulfillment
• Inventory and Product Operations
• Technology and Website Support
• Compliance or Management

Examples of cases that may require escalation include:

• Missing or delayed orders
• Payment disputes
• Return or refund issues
• Product authenticity concerns
• Technical issues affecting checkout or account access
• Privacy or legal requests

Resolution times may vary depending on the complexity of the case and the information required from the customer or third parties.

10. Accessibility and Inclusion

Hyogena aims to make customer support accessible and easy to use.

Customers who need assistance using the website, placing an order, understanding a policy, or communicating through a preferred format may contact Hyogena through WhatsApp or email.

Hyogena will make reasonable efforts to provide clear guidance and practical support.

11. Updates to This Policy

Hyogena may update this Customer Care Policy from time to time to reflect operational, legal, technical, or customer service changes.

Any updated version will be published on the Hyogena website. The version available on the website at the time of use will apply.

12. Contact Information

For all customer care inquiries, please contact Hyogena through:

• Email: info@hyogena.com
• WhatsApp: +971 50 881 1385
• Website: ae.hyogena.com