Returns & exchanges

If your composition is not the right fit, contact our team before sending anything back.

Voluntary Change-of-Mind Returns (7 Calendar Days)

 For unopened and unused products, you may initiate a change-of-mind return request within seven (7) calendar days of delivery. For hygiene, safety, and cosmetic product integrity, products must remain sealed in their original cellophane packaging with all seals, batch codes, and complimentary samples intact.

Mandatory Statutory Defect & Damage Rights (14 Calendar Days)

In accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection and Cabinet Decision No. 66 of 2023: If a product arrives damaged, defective, leaking, or materially non-conforming to its description, you are entitled to a free replacement or a 100% full refund within fourteen (14) calendar days of receipt.

Courier Damage Reporting: We request notification within 48 hours to expedite courier investigations. However, notifying us after 48 hours does not waive your statutory 14-day consumer rights under UAE law. 

Full Refund Guarantee (No Gateway Deductions)

Approved refunds will be credited in full to the original card used through Network International. For pre-dispatch cancellations and approved returns of damaged, defective, or incorrect products, zero merchant payment gateway or administrative banking fees will be deducted.

How to request a return

Email customer care with your order number, item and reason for return. We will confirm eligibility and provide collection instructions. Eligible UAE returns include complimentary collection. For an eligible return outside the UAE, contact us for instructions and confirmation of any return transport costs before sending the parcel.

Items excluded from change-of-mind returns

Opened or used fragrance, discovery sets, sample vials, gift-wrapped orders and products clearly marked Final Sale are excluded from voluntary change-of-mind returns. These exclusions do not apply to your mandatory rights for defective or incorrect goods.

Refunds

After receipt and inspection, approved refunds are normally processed within 5–7 business days. Your bank may take additional time to credit the funds. Card refunds are made to the same card used for the original payment through Network International; cash cannot replace a card refund. Original delivery fees are not refunded for ordinary change-of-mind returns. Where our error or a defective product caused the return, applicable costs and remedies will be handled in accordance with your legal rights.

Exchanges

Unopened products can be considered for exchange within the same seven-day window, subject to availability. Contact us to confirm the replacement and any price difference before arranging collection.

Damage, defects or wrong items

Please report visible delivery damage or a wrong item promptly, preferably within 48 hours, and keep the packaging and photographs. This reporting preference does not remove your legal rights. We will investigate and provide the refund, replacement or other remedy required in the circumstances.

These conditions do not limit your mandatory rights under applicable UAE consumer protection law. Restrictions for change-of-mind returns do not exclude remedies for defective, damaged, incorrect or misdescribed goods.

Hilson Creek General Trading LLC
Dubai, United Arab Emirates
care@hilsoncreekglobal.com
+971 4 287 0872