Refund Policy

1. Refund Eligibility

A refund may be issued only when:

• The item is eligible for return under Hyogena's Return Policy
• The return request has been reviewed and approved by Hyogena
• The product has been received by Hyogena, where a return is required
• The returned product has passed inspection
• The condition of the product matches the approved return reason
• The refund is approved in accordance with this policy and applicable law

In some cases, such as order cancellation before dispatch or confirmed non-availability of an item, Hyogena may process a refund without requiring a product return.

2. Refunds for Defective, Damaged, Incorrect, or Non-Original Product Concerns

Hyogena may approve a refund, replacement, or another suitable solution if the customer receives:

• A defective product
• A damaged product
• A product that does not match the order
• A product with missing parts or damaged packaging
• A product that is confirmed after review to have an authenticity issue

Customers must contact Hyogena as soon as possible through the official support channels and provide supporting details.

For damaged, defective, or incorrect item reports, customers should notify Hyogena within 48 hours of delivery where possible, to support accurate review and courier verification.

Customers should provide:

• Order number
• Product name
• Clear photos of the product
• Clear photos of the outer packaging
• Clear photos of the shipping label
• Batch number or expiry date, if available
• A clear explanation of the issue

If the issue is confirmed, Hyogena may cover reasonable return shipping costs and arrange a refund, replacement, or another suitable resolution depending on the case.

3. Product Authenticity Review

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 explain the matter clearly.

Where necessary, Hyogena may:

• Request additional information or photos
• Review the product source
• Check supplier or distributor records
• Remove or suspend the product from the platform
• Review or exclude the product source
• Provide a suitable customer resolution where applicable

4. Refund Method

Refunds are usually processed to the original payment method used at checkout, where technically and operationally possible.

This may include:

• Credit card
• Debit card
• Apple Pay, if available at checkout
• Tabby
• Tamara
• Other online payment methods available at checkout

For cash on delivery orders, refunds cannot always be returned to the original payment method because the original payment was made in cash. In such cases, Hyogena may process the refund through an approved alternative method, such as bank transfer, store credit, wallet credit, or another method agreed with the customer and supported by Hyogena's operations.

Hyogena may request information required to complete the refund securely.

5. Refund Processing Time

Refund timelines may vary depending on the case, payment method, payment provider, bank, installment provider, and the time required to inspect the returned product.

6. Partial Refunds

Partial refunds may apply in certain cases, including:

• Only some items from an order are returned and approved
• Some items in the order are not eligible for refund
• A product is approved for refund, but certain missing components, gifts, accessories, or included items affect the refund value
• A refund is approved for the product value only, while certain fees are not refundable where applicable and clearly communicated
• A customer accepts a partial resolution instead of a full refund

Hyogena will communicate any refund adjustment to the customer where applicable.

7. Non-Refundable Situations

A refund may be refused if:

• The returned product has been opened
• The returned product has been used
• The seal, safety wrap, or protective packaging has been opened or removed
• The product or packaging was damaged after delivery due to customer handling
• Accessories, gifts, labels, parts, or packaging are missing
• The item was marked as non-returnable on the product page or during checkout
• The return request was submitted outside the allowed return window, unless an exception applies
• The item was returned without prior approval
• The returned item does not match the approved return request
• The return reason cannot be verified
• The claim is found to be inaccurate, incomplete, or misleading

If a refund is refused after inspection, Hyogena may return the item to the customer. Additional shipping costs may apply.

8. Shipping Fees and Refunds

If shipping was free at the time of purchase, no separate shipping amount will be refunded.

If any delivery, payment, or special service fee was charged and clearly shown at checkout, such fees may not be refundable unless the issue was caused by Hyogena, or unless otherwise required by applicable law.

If the return is approved because the product was defective, damaged, incorrect, or affected by a confirmed issue caused by Hyogena, Hyogena may cover reasonable return shipping costs.

9. Communication and Refund Confirmation

Hyogena will communicate with the customer during the refund process through one or more official support channels.

Customers may receive:

• Confirmation that the return request has been received
• Confirmation of return approval or rejection
• Return pickup or drop-off instructions, where applicable
• Confirmation when the returned item has been received
• Notification when the refund has been initiated
• Refund confirmation where available

Customers should keep their order number available when contacting Hyogena about refunds.

10. Fair Use and Abuse Prevention

Hyogena may review, restrict, or refuse refund requests where there is evidence of misuse, repeated abuse, or behavior inconsistent with normal customer use.

This may include repeated attempts to:

• Request refunds for non-returnable products
• Return opened or used items
• Submit misleading damage or authenticity claims
• Abuse the return window
• Return items without approval
• Create avoidable failed deliveries or repeated return costs

This measure helps protect customers, product safety, and the integrity of Hyogena's operations.

11. Contact Information

For refund requests or refund-related questions, customers may contact Hyogena through:

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

Please include your order number when contacting us so we can review your case faster.

12. Updates to This Policy

Hyogena may update this Refund Policy from time to time to reflect operational, legal, technical, payment provider, 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.