Terms & Conditions

1. Business Identity and Operating Structure

Hyogena is operated through two companies with different responsibilities.

Together, these companies support the operation of Hyogena and the fulfillment of customer orders.

2. Contact Information

Customers may contact Hyogena through the following official channels:

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

Customers should use these official contact channels for order inquiries, delivery updates, returns, refunds, product concerns, authenticity concerns, payment issues, technical issues, legal inquiries, or customer support requests.

3. Eligibility to Use the Website

You may use Hyogena and place an order if:

• You are at least 18 years old; or
• You are using the website with the consent and supervision of a parent or legal guardian.

By using the website, you confirm that the information you provide is accurate, complete, and not misleading.

Hyogena may refuse service, suspend access, cancel an order, or restrict certain features if the website is misused, if incorrect information is provided, or if there is a reasonable concern related to fraud, payment, delivery, product safety, legal compliance, or abuse of policies.

4. Definitions

For the purposes of these Terms:

• Website means ae.hyogena.com and any related pages, services, checkout flows, customer account areas, and digital interfaces operated under Hyogena.
• Hyogena, we, our, or us means Hyogena as operated through the business structure described in these Terms.
• Customer, you, or yourmeans any person who accesses the website, places an order, contacts customer support, or uses Hyogena's services.
• Products means beauty, skincare, personal care, wellness, supplements, and related items offered for sale through the website.
• Order means a purchase request submitted through the website.
• Policiesmeans Hyogena's published policies, including but not limited to the Shipping Policy, Return Policy, Refund Policy, Payment Terms & Secure Checkout Policy, Privacy Policy, and any other policy available on the website.

5. Product Information and Availability

Hyogena aims to provide accurate product information, including product names, images, descriptions, sizes, ingredients, warnings, usage guidance, and other relevant details.

However, product information may occasionally contain differences, updates, or errors due to:

• Manufacturer updates
• Packaging changes
• Formula or ingredient updates
• Image display differences
• Typographical errors
• Stock or system updates
• Importer or distributor information changes

Product images are provided for guidance and may not always exactly match the packaging received, especially if the manufacturer has updated the design, language, label, or presentation.

Customers should always read the product label, ingredients, warnings, instructions, and packaging before using the product.

Hyogena may update, correct, remove, or modify product information at any time without prior notice.

6. Product Authenticity and Sourcing

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.

Hyogena does not knowingly sell counterfeit products.

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 suspend the product from the website, review or exclude the supplier or source, and take appropriate corrective action to protect customers.

7. Health, Beauty and Product Use Disclaimer

Products sold on Hyogena may include beauty, skincare, personal care, supplements, and wellness-related products.

Product information on the website is provided for general information and shopping guidance only. It is not medical advice, diagnosis, or treatment guidance.

Customers should:

• Read the label and instructions before use
• Check ingredients carefully, especially in case of allergies or sensitivities
• Follow product warnings and usage instructions
• Consult a qualified healthcare professional where needed, especially before using supplements or products during pregnancy, breastfeeding, medical treatment, or for children
• Stop using a product and seek professional advice if irritation, discomfort, or an unwanted reaction occurs

Hyogena is not responsible for misuse of products, failure to follow instructions, allergic reactions, or use of products contrary to the label, warnings, or professional advice.

8. Pricing, Currency and Taxes

All prices displayed on ae.hyogena.com are shown in United Arab Emirates Dirham (AED), unless stated otherwise.

Prices may include VAT where applicable.

The final amount payable will be displayed at checkout before the customer confirms the order.

Prices may change from time to time due to promotions, product updates, pricing corrections, supplier changes, availability, or commercial reasons.

If a pricing error is discovered before an order is fulfilled, Hyogena may contact the customer to confirm the corrected price or cancel the order and issue any applicable refund.

Hyogena reserves the right to change prices, promotions, offers, and product availability at any time.

9. Order Placement and Acceptance

Placing an order through the website does not automatically mean that the order has been accepted.

An order is considered accepted only when Hyogena confirms it and the order passes the required internal checks.

Hyogena may refuse, cancel, or delay an order for reasons including:

• Product unavailability
• Payment failure
• Failed payment verification
• Incorrect pricing or product information
• Incorrect or incomplete customer details
• Delivery coverage limitations
• Fraud or suspicious activity concerns
• Repeated failed delivery attempts
• Misuse of promotions or discount codes
• Legal, regulatory, or operational restrictions
• Any other reason that reasonably prevents the order from being fulfilled

If payment has already been collected and the order is cancelled, Hyogena will process any applicable refund according to the Refund Policy.

10. Customer Account

Customers may be able to create an account on the website to place orders, track purchases, save information, or access certain features.

Customers are responsible for:

• Keeping login details secure
• Providing accurate account information
• Updating incorrect or outdated information
• Preventing unauthorized access to their account
• Not sharing account access with unauthorized persons

Hyogena may suspend or restrict an account if there is suspected misuse, fraud, policy abuse, security risk, or violation of these Terms.

11. Payment Terms

Customers must pay for orders using one of the payment methods available at checkout.

Available payment methods may include:

• Credit cards
• Debit cards
• Visa
• Mastercard
• Apple Pay, where available
• Tamara
• Tabby
• Cash on Delivery
• Any other payment method displayed at checkout

The availability of payment methods may vary depending on customer location, order value, product availability, payment provider approval, operational conditions, or checkout restrictions.

Online payments may require bank authentication, 3D Secure verification, payment provider approval, fraud screening, or other verification steps.

For Tamara and Tabby, approval is controlled by the relevant provider. Customers using these services are also subject to the provider's own terms, repayment schedule, fees, and conditions.

For Cash on Delivery orders, Hyogena may contact the customer to confirm the order before dispatch. Repeated failed deliveries, refused deliveries, or misuse of Cash on Delivery may result in restrictions on future Cash on Delivery availability.

12. Secure Checkout and Fraud Prevention

Hyogena aims to provide a secure checkout experience.

Online payments are processed through secure payment service providers and payment gateways. Hyogena does not intentionally store full card details on its own servers.

Hyogena may verify, hold, cancel, or refuse orders if suspicious or unusual activity is detected.

This may include:

• Payment anomalies
• Mismatched customer details
• Repeated failed payment attempts
• High-value orders
• Suspicious Cash on Delivery activity
• Incorrect or incomplete customer information
• Suspected unauthorized use of a payment method
• Fraud prevention alerts from a payment provider

Customers may be asked to confirm order details, delivery details, payment ownership, or other information reasonably required to protect the customer and Hyogena.

If verification cannot be completed, Hyogena may cancel the order or refuse the transaction.

13. Shipping and Delivery

Shipping and delivery are governed by Hyogena's Shipping Policy.

Hyogena currently delivers within the United Arab Emirates only.

The usual delivery timeframe within the UAE is 1 to 3 days, depending on customer location, product availability, and operational conditions.

When the customer selects their location on the map during checkout, Hyogena will display the expected delivery time based on the selected products and delivery location.

Customers are responsible for providing accurate delivery details, including name, phone number, emirate, area, map location, building or villa number, apartment or office number where applicable, and any useful delivery instructions.

Hyogena is not responsible for delays or failed deliveries caused by incorrect addresses, missing information, unreachable phone numbers, customer unavailability, inaccurate map location, public holidays, weather conditions, or circumstances outside Hyogena's reasonable control.

14. Returns

Returns are governed by Hyogena's Return Policy.

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

A product may be eligible for return only if it is unused, unopened, in its original sealed packaging, and meets the conditions stated in the Return Policy.

Products may not be returnable where they are opened, used, missing seals or packaging, damaged after delivery, marked as non-returnable, or cannot be returned for hygiene, safety, or product integrity reasons.

For defective, damaged, incorrect, or authenticity-related cases, customers should contact Hyogena as soon as possible and provide supporting details and photos.

15. Refunds

Refunds are governed by Hyogena's Refund Policy.

Refunds may be issued only when the return or refund request is approved, the product passes inspection where applicable, and the refund is approved according to the applicable policy.

Refunds are usually processed to the original payment method where technically and operationally possible.

For Cash on Delivery orders, refunds may be processed 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.

Refund timelines may vary depending on the payment method, bank, payment provider, installment provider, and product inspection process.

16. Promotions, Discounts and Offers

Hyogena may offer promotional codes, discounts, bundles, free gifts, limited-time offers, or other promotional campaigns.

Promotions may be subject to specific conditions, including expiry dates, product exclusions, minimum order value, usage limits, location restrictions, or customer eligibility.

Hyogena may modify, suspend, or cancel promotions at any time where reasonably necessary.

Promotional misuse, including creating multiple accounts, manipulating orders, abusing discount codes, or using promotions in a way not intended by Hyogena, may result in order cancellation, account restriction, or refusal of service.

17. User Reviews and Customer Content

Customers may be able to submit reviews, ratings, comments, photos, feedback, or other content on the website or through Hyogena's communication channels.

By submitting content, the customer confirms that the content is truthful, based on their own experience, and does not violate the rights of others.

Customer content must not:

• Be false, misleading, offensive, abusive, or defamatory
• Include private information about others
• Contain unlawful, harmful, or inappropriate material
• Promote competing businesses or unrelated services
• Include medical claims or medical advice
• Infringe intellectual property rights
• Manipulate ratings or reviews

Hyogena may review, edit, reject, remove, or moderate customer content where necessary.

18. Intellectual Property

All website content, including text, images, graphics, logos, design, layout, product presentation, icons, software, and brand elements, is owned by or licensed to Hyogena or its relevant rights holders.

Customers may use the website for personal shopping purposes only.

Customers may not copy, reproduce, distribute, modify, scrape, sell, exploit, or use website content for commercial purposes without prior written permission from Hyogena or the relevant rights holder.

19. Prohibited Conduct

Customers must not misuse the website or Hyogena's services.

Prohibited conduct includes:

• Submitting false, inaccurate, or misleading information
• Using unauthorized payment methods
• Attempting fraudulent transactions
• Misusing promotions, discounts, or referral programs
• Abusing returns, refunds, or Cash on Delivery
• Submitting false damage, defect, or authenticity claims
• Attempting unauthorized access to accounts, systems, or data
• Interfering with website functionality or security
• Using automated scraping, bots, or unauthorized data extraction
• Uploading harmful code, malware, or disruptive content
• Manipulating reviews or ratings
• Purchasing products for unauthorized resale
• Violating applicable laws or regulations

Hyogena may suspend accounts, cancel orders, restrict access, refuse service, or take legal action where necessary.

20. Third-Party Services

Hyogena may use third-party service providers for payments, delivery, analytics, communication, fraud prevention, hosting, customer support tools, and other operational services.

These third parties may have their own terms, conditions, policies, and processing timelines.

Hyogena is not responsible for delays, decisions, outages, or service limitations caused by third-party providers, except where required by applicable law.

21. Website Availability and Technical Issues

Hyogena aims to keep the website available and functioning properly. However, access may be interrupted, delayed, or unavailable due to maintenance, updates, technical issues, service provider interruptions, cyber incidents, or events outside Hyogena's reasonable control.

Hyogena does not guarantee that the website will always be uninterrupted, error-free, or available at all times.

Hyogena may update, modify, suspend, or discontinue parts of the website or services where necessary.

22. Limitation of Liability

To the maximum extent permitted by applicable law, Hyogena is not liable for indirect, incidental, special, punitive, or consequential damages arising from the use of the website, products, orders, delivery, payment, or customer support.

Where liability cannot be excluded, Hyogena's liability will be limited to the amount paid by the customer for the product or order giving rise to the claim, unless applicable law requires otherwise.

Nothing in these Terms limits any rights that cannot be excluded under UAE consumer protection laws.

23. Indemnification

You agree to indemnify and hold Hyogena, its operating companies, employees, officers, contractors, service providers, and partners harmless from claims, losses, damages, liabilities, costs, or expenses resulting from:

• Your misuse of the website
• Your violation of these Terms
• Your violation of applicable law
• Your fraudulent or misleading conduct
• Your unauthorized use of payment methods
• Your infringement of third-party rights
• Your misuse of products after delivery

This obligation applies to the extent permitted by applicable law.

24. Force Majeure

Hyogena is not responsible for delays or failure to perform caused by events outside its reasonable control.

This may include natural disasters, extreme weather, public holidays, strikes, courier disruptions, supply chain disruptions, government actions, system outages, payment provider issues, customs or regulatory delays, pandemics, cyber incidents, or other events beyond reasonable control.

25. Governing Law and Jurisdiction

These Terms & Conditions are governed by the laws and regulations of the United Arab Emirates.

Any dispute arising from or relating to these Terms, the website, products, orders, payments, delivery, returns, refunds, or customer support shall be subject to the competent courts of the United Arab Emirates, unless applicable law requires otherwise.

26. Relationship With Other Policies

These Terms should be read together with Hyogena's other policies, including:

• Shipping Policy
• Return Policy
• Refund Policy
• Payment Terms Policy
• Privacy Policy
• Customer Care Policy
• Any other policy published on the website

If there is a conflict between these Terms and a more specific policy, the more specific policy may apply to that particular subject, unless stated otherwise.

27. Updates to These Terms

Hyogena may update these Terms & Conditions from time to time to reflect operational, legal, technical, financial, payment provider, delivery, customer service, or business changes.

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

Continued use of the website after updates are published means that you accept the updated Terms.

28. Contact Information

For questions about these Terms & Conditions, customers may contact Hyogena through:

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

Please include your order number, if applicable, so we can review your case faster.