Return & Refund Policy

Last updated: 4 November 2026

1. Our Promise

We want you to be happy with every order from Hamiena. This policy explains how to return a product, when you will receive a refund, and what we will do if something goes wrong. It applies to orders delivered to Saudi Arabia and the United Arab Emirates.

2. Your Legal Rights Come First

This policy has two parts. Your statutory rights are the rights the law of your country gives you as a consumer. Our store policy is what we offer in addition. Nothing in this policy removes or limits your statutory rights, and if any part conflicts with mandatory consumer law, the law applies.

  • Customers in Saudi Arabia: under the Saudi E-Commerce Law you may return an unused product within 7 days of receiving it and obtain a refund, with the exceptions the law lists. You may also cancel and be refunded if delivery is more than 15 days late, unless the delay is caused by force majeure or you agreed a different delivery date.
  • Customers in the UAE: under the UAE Consumer Protection Law you are entitled to a repair, replacement or refund if a product is defective or does not match its description. A no-refund notice does not remove this right.
  • Our store policy: for customers in both countries, you may also return products for a change of mind within 7 days of delivery, on the conditions below.

3. Which Products Can Be Returned

You can ask to return a product if it is:

  • unused and in the same condition you received it;
  • in its original packaging, with seals, accessories, manuals and any free gifts;
  • accompanied by your order number or proof of purchase; and
  • requested within 7 days of delivery.

Products that are damaged, defective, not as described, or not what you ordered can be returned or replaced in line with your statutory rights, even if the change-of-mind period has ended. Please tell us as soon as you notice the problem, ideally within 7 days of delivery, with photos if possible. A later report does not remove your statutory rights.

4. Items We Cannot Accept for Change-of-Mind Returns

Where the law allows, the following cannot be returned for a change of mind:

  • Fragrances that have been opened, sprayed or used.
  • Skin care and cosmetics that have been opened or used, and personal grooming devices such as shavers and tooth care devices, once the seal, protective film or hygiene packaging has been broken or the item has been used. This protects the health of every customer.
  • Products made or customised to your specification.
  • Items damaged through misuse, accidents or normal wear and tear.

Unopened and unused items in these categories can still be returned within the return period. In every case, if the product is defective, damaged or incorrect, you keep your statutory right to a remedy.

5. How to Return a Product

  1. Email us at gm859482@gmail.com within the return period with your order number, the product and the reason for the return. For damaged, defective or incorrect items, attach clear photos of the product, its packaging and the shipping label.
  2. Wait for our reply. We will confirm whether your return is approved and send you the return instructions and address.
  3. Pack the product securely in its original packaging with all accessories.
  4. Send it back as instructed and keep your tracking number or receipt.

Please do not send items back without contacting us first, because we may not be able to match them to your order.

6. Return Shipping Costs

Returns of approved items are free of charge for you. If the product is damaged, defective, not as described, or we sent the wrong item, we pay for the return and for the replacement or refund. Where the law requires us to bear a cost, we will.

7. Inspection and Refunds

When we receive your return we check that it meets this policy, normally within 2 to 3 business days, and we tell you the result. If it is approved, we refund the price of the product within 7 business days.

  • Where the refund goes: to your original payment method. If you paid by Cash on Delivery, we refund by bank transfer after you give us the details we need.
  • Bank timing: after we release a refund, your bank or card issuer may need additional time to show it on your statement.
  • What is refunded: the product price and, for defective, damaged, incorrect or late-cancelled orders, any delivery charge you paid.
  • Partly used items: if a returned product shows use or damage not caused by us, we may refund a reduced amount only where the law permits, and we will explain why before we do.

8. Damaged, Defective, Incorrect or Missing Items

  • Damaged on arrival: please photograph the parcel and the product and contact us promptly.
  • Defective: you may choose a repair, replacement or refund as your statutory rights allow.
  • Wrong item sent: we will arrange the return at our cost and send the correct item or refund you.
  • Missing item or part: tell us within 7 days where possible. We will investigate and send the missing item or refund its value.

9. Exchanges

To exchange a product for another item or variant, contact us within the return period. Exchanges depend on stock. If the replacement is not available, or the price differs, we will refund you or settle the difference.

10. Cancelling an Order

  • Before dispatch: contact us as soon as possible. If the order has not shipped, we will cancel it and refund you in full.
  • After dispatch: we may be unable to stop the shipment. You can refuse delivery or return the product under this policy.
  • Late delivery: if your order is delayed by more than 15 days (unless force majeure applies or you agreed a different delivery date), you may cancel and receive a refund of what you paid. This is a legal right in Saudi Arabia, and we offer the same commitment to customers in the UAE.
  • Cancellation by us: we may cancel an order if a product is out of stock, a price or description contains an obvious error, or payment cannot be verified. We will tell you promptly and refund any payment.

11. If We Disagree

If you are not satisfied with our decision, reply to our message and ask for a review, and we will look at it promptly. This does not affect your right to bring a complaint to the authorities: in Saudi Arabia, the Ministry of Commerce consumer complaint channels; in the UAE, the Ministry of Economy (800 1222) or the Department of Economic Development in your emirate.

12. Contact

Hamiena, gm859482@gmail.com. See also our Shipping Policy and Terms of Service.