Return Policy

1. Return Window

Customers may request a return within 7 days from the date the order is delivered.

Return requests submitted after the 7-day window may not be accepted, except where required by applicable law or where the case involves a defective, damaged, incorrect, or potentially non-original item.

2. Return Eligibility

To protect product safety, hygiene, and customer trust, returned products must meet the eligibility conditions below.

If you are unsure whether your item is eligible for return, please contact Hyogena before sending the product back.

3. Defective, Damaged, Incorrect, or Non-Original Product Concerns

Hyogena takes product quality, authenticity, and safe handling seriously.

Customers should contact Hyogena urgently if they receive:

• 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 the customer believes may not be original

Customers should contact Hyogena through:

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

Please 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

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.

Where the issue is confirmed, Hyogena may arrange a return, replacement, refund, or another suitable solution depending on the case, product condition, availability, and applicable policy.

4. Product Authenticity Review

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, Hyogena will review the matter carefully. Where necessary, Hyogena may:

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

Customers are encouraged to report authenticity concerns urgently so that Hyogena can investigate and take appropriate action.

5. Return Costs

Any applicable return costs will be communicated before the return is completed where possible.

6. Return Process

To request a return, customers should contact Hyogena through the official support channels.

Please provide:

• Order number
• Product name
• The item or items you wish to return
• Reason for return
• Photos, where required
• Any relevant details that help us review the request

After reviewing the request, Hyogena may provide:

• Return approval or rejection
• Pickup or drop-off instructions
• Packaging instructions
• Any applicable return cost details
• Next steps for replacement, refund, or review

Products should not be returned without prior approval. Returns sent without authorization may be delayed, rejected, or returned to the customer.

7. Condition Verification

All returned items are inspected after they are received.

A return may be rejected if:

• The product has been opened
• The product has been used
• The product seal or protective packaging has been broken
• The product or packaging is damaged after delivery
• Components, labels, accessories, gifts, or parts are missing
• The returned item does not match the approved return request
• The return reason cannot be verified
• The item is not eligible for return under this policy

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

8. Refunds and Replacements

If a return is approved after review and inspection, Hyogena may offer one of the following solutions depending on the case:

• Replacement of the product
• Refund to the original payment method, where applicable
• Store credit, where agreed with the customer
• Another suitable solution based on the issue and product availability

Refund processing times may vary depending on the payment method, bank, payment provider, or installment provider used at checkout.

For orders paid using Tamara, Tabby, card payments, cash on delivery, or any other available payment method, refund handling may depend on the payment provider's process and approval timelines.

9. Fair Use and Abuse Prevention

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

This may include repeated attempts to:

• Return non-returnable products
• Return opened or used items
• Submit misleading damage claims
• Abuse the return window
• Return items after removing seals or packaging
• Create repeated failed deliveries or avoidable return costs

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

10. Contact Information

For return requests or return-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.

11. Updates to This Policy

Hyogena may update this Return 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.