Refund & Returns Policy

I. Refunds

• Refund is allowed within 30 days from the receiving date of the order, which will be validated with the delivery date.

• Refund can be offered as a voucher with the same value of the refunded item/s.

• Item/s should be collected from the customer and validated by the Logistics, Warehouse and Quality Team. The product must be in its original seal and unopened to initiate the refund.

• In case of Cash/Bank Transfer refund, Customer Care personnel will confirm customer details before processing.

• For any order above AED 5,000 with Cash on Delivery as the payment method, Customer Care personnel will contact the customer with an online payment link to proceed with payment. As per policy, couriers cannot accept cash exceeding AED 5,000.

Order Status Guidelines:

• If the order has not been shipped yet, the refund will be processed immediately by the H.O.B team.

• If the order has already been shipped, the H.O.B team must first cancel the shipment with the courier. Upon confirmation that the shipment is cancelled, the team can proceed with the refund.

II. Exchange / Replacement

a. General Guidelines

• Exchange is allowed within 30 days from the receiving date of the order.

• All exchange/replacement items must be collected first. For damaged items, replacement can be done immediately. For any quality issue, validation by the H.O.B team is required before proceeding.

• Exchanged items must be in their original seal and unopened. If no issue is found upon inspection, exchange is subject to management approval.

• Any exchange on special offer purchases ("Offer Codes" or any promotional pricing) will be processed at full price, not the discounted price. Replacement with the same product applies if the item is broken, leaking, or has a quality defect.

• Products purchased as part of a bundle or package are not eligible for individual exchange within the bundle/package.

• Product must be in its original seal and unopened.

b. Exchange with a Different Amount

Less than the purchased amount:

• The difference will not be refunded in cash but will be credited as a store voucher, which the customer can use on their next order.

More than the purchased amount:

• The difference will be paid by the customer via Payment Link or Cash on Delivery.

For any queries regarding returns or exchanges, please contact us at info@hobniche.com.