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Refunds

Hoiisa gives you the option to return purchased item(s). Any order that has been shipped can be return within 14 days from the date of delivery. If for any reason you are not satisfied with your purchase, you may request a return or a cancellation. All returns must be authorised under Hoiisa’s discretion. Please note the following conditions:

We will inspect your item(s) and if it meets the conditions listed, in our terms and conditions, we will process your return. Shipping and handling fees are non-refundable, unless the product is faulty or incorrect.

We accept returns within 14 days from date of online purchase, only if:

• Delivery packaging has not been opened, it has remained sealed in its original packaging, with all Hoiisa tags and the original invoice.
• You received damaged goods or the wrong product(s) from our end.
• It’s not been tampered with and there are no missing serial numbers.
• Discounted sale items cannot be returned.

Return process: If all these conditions are met, please arrange for the item(s) to be returned to us by using the process below:

• Go to “My account” at www.hoiisa.com.
• Select “Return form”.
• Select the order you want to return.
• Select the most appropriate return reason.
• Add your comments.
• Attach a few photos of the product(s) from different angles.
• Add your contact telephone number or if you haven’t got an account with us then please contact us to arrange a return at hello@hoiisa.com.

Items can be returned by arranging collection from your delivery address (currently only) in the UAE by following the steps below:

• Our courier partner will contact you to schedule the pickup time following receipt of Hoiisa’s authorisation.
• Please pack the item in suitable packaging to ensure it reaches us in good condition.
• The return must be accompanied by the packing list that came with your order.
• Attach the pre-printed address label to your package.
• Once the package is shipped to us, please await confirmation that we have received your return.
• Please request a “Proof of postage” receipt from our courier provider.
• Keep the “Proof of postage” receipt safe until we have confirmed that your return has reached us.
• Refunds will only be processed after completing the “Return process”.
• After approval, we will issue a refund of the full value of the undamaged item(s), excluding, where applicable, the original delivery charges and cash-handling fees.

Receiving your refund: If applicable, the refund will include the original order delivery charges, cash-handling fees, taxes and any duties. Please be aware that the below varies by payment methods and banks. Once we receive back your order, it will be inspected and if it fits the return conditions, we will email you to confirm the refund and issue as follow:

• Your refund will be processed via the following methods: credit card payments are refunded back to the card used in the purchase.
• If the refund will go to your card, expect the payment within 30 days from the day we receive the product. If your refund is store credit, you will receive the refund within three days after your product is received back and inspected.
• If you have cancelled your order before shipping, we will provide store credit within three days from the cancellation, or within 30 days if you choose to transfer back the amount to your credit/debit card.
• If the received item(s) does not fit our return policy, we will inform you directly by email and you will not be entitled to a refund.

Exchanges: We are not currently able to offer exchanges. Instead, all items should follow the returns process and a new order should be placed by you.

Gift items: Gift orders and gift items can be returned if you have a confirmation from the original purchaser. Only then will you be able to receive credit for the returned value. If it was directly shipped to person who purchased it, they will receive the credit.

Cancellation: You can cancel your order within 24 hours by email at hello@hoiisa.com; the total value of the item(s) will be refunded minus the actual delivery charges; return payment will be made back to the payment solution used initially by the customer. Please allow up to 45 days for the refund transfer to be completed.

If you can cancel the order before it gets processed and dispatched for delivery, you will not be charged for it. In this case, you should contact us at hello@hoiisa.com as soon as possible to make the cancellation.

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    We're in business…
    delivering as usual

    We've launched just when you need us most. During these challenging times, making you happy and keeping you safe is essential. Rest assured, we’ve taken matters seriously with hygiene and social distancing. We’ve got high standards in check with sanitary and safety precautions, from start to finish, with storage, packaging, shipping and delivery.

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    All products are safely stored in a room temperature space. When you request a product, it will be dispatched from there. We've taken all the necessary precautionary measures with regard to the guidelines on sanitation and social distancing set by Dubai's Supreme Committee of Crisis and Disaster Management in coordination with the Command and Control Centre for Combating Covid-19.

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    Pleasing our customers and keeping them safe is a priority. For now, we are only delivering in the UAE. Once your order is processed, expect your eco-friendly package to arrive at your home the next day. However, if you live in a remote area, in the UAE, it can take between 3 to 5 days.

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