Refund Policy — HIBO UAE

Last updated: 12.02.2026.

At HIBO, we take product quality and customer experience seriously.
Due to the hygienic nature of cosmetic products, all sales are considered final unless an item arrives damaged, defective, or incorrect.

1. General Policy

We do not offer refunds or exchanges for:

  • Change of mind
  • Incorrect product selection by the customer
  • Opened or used cosmetic products
  • Products purchased on promotion or sale
  • Delays caused by courier services

By placing an order, you agree to this policy.

2. Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, you must notify us within 24 hours of delivery.

Please email: info@hibo.pro
Include:

  • Order number
  • Description of the issue
  • Clear photos of the product and packaging

Our team will review your request within 1 business day.

If the claim is approved, we will offer one of the following:

  • Replacement item
  • Store credit
  • Refund to original payment method

The resolution method will be determined at our discretion based on the situation.

3. Refund eligibility

A refund may be issued only if:

  • The product arrived damaged or defective
  • You received the wrong item
  • The issue was reported within 24 hours
  • Proof (photos/video) is provided
  • The product remains unused

We reserve the right to deny refund requests that do not meet these conditions.

4. Refund method

Approved refunds will be processed to the original payment method.

Please allow:

  • 5–10 business days for processing
  • Additional time depending on your bank or payment provider

Shipping fees are non-refundable unless the error was caused by us.

5. Non-refundable situations

Refunds will not be issued for:

  • Opened products
  • Used products
  • Skin reactions or personal sensitivity
  • Orders with incorrect address entered at checkout
  • Refused deliveries
  • Unclaimed packages

We strongly recommend reviewing product descriptions and ingredients before purchasing.

6. Order cancellations

Orders may only be cancelled before dispatch.

Once an order has been shipped, cancellation is no longer possible.

To request a cancellation, contact:
info@hibo.pro

7. Chargebacks

If a chargeback is initiated without contacting us first, we reserve the right to dispute it and provide supporting documentation including:

  • Delivery confirmation
  • Order records
  • Communication history

We encourage customers to contact us directly to resolve any issue quickly.

8. Contact

For refund requests or order issues:
info@hibo.pro

AIGEN FOOD SUPPLEMENTS TRADING CO. LLC
Dubai, UAE