سياسة الاسترجاع

Last updated: 3:14 PM Tuesday, 19 November 2024 (GST)

We are dedicated to ensuring your satisfaction with every purchase. Our return, refund, and exchange policy has been designed to provide you with a seamless and transparent process, should you need to address any issues with your order. Below are the comprehensive details of our policy.

1. Return Policy

We provide a 7-day return policy from the date you receive your purchase. To qualify for a return, the following conditions must be met:

  • The product must be unused and in its original condition as received.
  • The product must be returned in its original packaging, including all tags, labels, manuals, and accessories.
  • You must provide proof of purchase, such as the receipt or order confirmation email.

How to Initiate a Return:

  1. Contact us at info@hoccdubai.com with your order number, item details, and the reason for the return. If applicable, attach photographs of the item.
  2. Once your request is reviewed and approved, we will arrange for a delivery partner to pick up the item from your address.
  3. You will receive detailed instructions regarding the pickup process, including the scheduled date and time, to ensure a smooth return experience.
  4. Pack the item securely, and our delivery partner will pick it up from your address as per the instructions provided.

Note: Returns without prior approval or incomplete packaging will not be accepted.

2. Damages and Issues

It is essential to inspect your order upon delivery. If the item is damaged, defective, or incorrect, notify us immediately at info@hoccdubai.com. Claims must be made within 48 hours of receiving the package.

For such issues, we will:

  • Assess the problem and provide a resolution, such as a replacement, repair, or full refund.
  • Cover the cost of return shipping if the issue is due to our error.

3. Exchanges

We offer a one-time exchange for products that meet the following conditions:

  • The product is unused, in its original condition, and packaging.
  • Exchanges are limited to items of equal value or higher-priced items, with the difference in cost to be paid by the customer.

Exchange Process:

  • Contact us at info@hoccdubai.com to initiate the exchange.
  • Once approved, send the original item back using a trackable shipping service.
  • If the new item does not meet your expectations, you may return it under our standard return policy.

Note: Exchanges are subject to product availability.

4. Refunds

Once your returned item is received and inspected, you will receive a notification regarding the approval or rejection of your refund.

Refund Processing Details:

  • Approved refunds will be processed within 3–15 business days of receiving the returned item.
  • The refund will be credited to your original payment method.
  • Additional time may be required by your bank or payment provider to process and reflect the amount in your account.

If you do not receive your refund within 15 business days of approval, please contact us at info@hoccdubai.com for assistance.

5. Bank Charges

For refunds, any transaction fees charged by your bank or payment provider at the time of purchase will be deducted from the refund amount. These charges vary depending on the policies of your bank or payment provider.

6. Refunds for Installment Plan Purchases

If you used Buy Now, Pay Later services like Tabby, Cashew, or other installment plans:

  • A 7% transaction fee will be deducted from the refund amount. This fee covers administrative costs and processing charges imposed by the payment provider.

For detailed terms, you may contact your installment plan provider directly.

7. Non-Refundable Items

Certain items cannot be returned or refunded. These include:

  • Products that have been opened, used, or damaged after delivery.
  • Custom-made or personalized items, as these are tailored specifically for you.
  • Gift cards and items marked as non-returnable on the product page.

Before making a purchase, carefully check the return eligibility of the product in its description.

8. Returning Items: Steps & Guidelines

To ensure a smooth return process, follow these steps:

  1. Contact Us: Send an email to info@hoccdubai.com with your order details and reason for the return. Attach photos if necessary.
  2. Get Approval: Once your request is reviewed, we will approve the return and arrange for a delivery partner to pick up the item.
  3. Pack Securely: Repack the item in its original packaging, including all accessories, tags, and manuals.
  4. Item Pickup: Our delivery partner will pick up the item from your address as per the instructions provided, ensuring a smooth return experience.

Important Notes:

  • Return shipping costs are the responsibility of the customer unless the return is due to our error.
  • We are not liable for items lost or damaged during return shipping.

9. Cancellations

To cancel an order, contact us immediately at info@hoccdubai.com.

  • Once an order is placed, a bank transaction fee will be charged regardless of the circumstances. If the order has not yet been shipped, the cancellation will still incur this fee.
  • If the order has already been shipped, the return policy will apply, and the transaction fee will also be deducted from the refund amount.

10. Shipping Fees

Shipping fees are non-refundable. If a return is approved, the original shipping fee will be deducted from the refund amount, except in cases of incorrect or defective items.

11. Late or Missing Refunds

If you do not receive your refund within the stated timeline:

  1. Verify with your bank or credit card provider.
  2. Contact your payment provider to check for delays in processing.
  3. If unresolved, email us at info@hoccdubai.com, and we will investigate further.

12. Policy Updates

We may revise our Return, Refund, and Exchange Policy to reflect operational, legal, or regulatory changes. All updates will be posted on this page, and the “Last Updated” date will be modified. Please review this page periodically for the latest information.

Contact Information

For questions or further assistance, please reach out to us:

  • Email: info@hoccdubai.com
  • Phone: +971-42732866
  • Address: Dubai Silicon Oasis, Light Industrial Units - Phase 4, Building C3,C4 - Dubai, UAE

We are here to assist you and ensure your shopping experience with HOCC Dubai is seamless and worry-free.

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