Customer Care
December 2025
Introduction
At Hyogena, we believe that exceptional service is a fundamental part of a luxury beauty experience.
Whether you are seeking support, requesting help with an order, or simply need guidance in choosing the right skincare solution, our team is available 24/7 to serve you with precision, care, and professionalism.
This Contact Information & Customer Care Policy outlines the official communication channels through which customers may reach us, as well as the standards of service we commit to uphold.
2. Customer Support Availability
Hyogena maintains round-the-clock customer support, ensuring that every inquiry, whether urgent or routine, is handled promptly and attentively.
Our customer care team is trained to address all topics including:
- Order questions
- Returns and refunds
- Product information
- Account support
- Privacy and data requests
- Technical issues
3. Customer Support Channels
We offer multiple communication methods to suit customer preference:
3.1 Email Support
For formal inquiries, return requests, product questions, and all written communications, please contact:
info@hyogena.com
Emails are monitored continuously, and we strive to respond within a high-standard service window.
3.2 WhatsApp Support
For rapid, conversational support, customers may reach us at:
+966 55 440 0144
WhatsApp support is ideal for:
- Quick order checks
- Delivery updates
- Urgent matters
- Simple questions requiring immediate clarity
3.3 Live Chat Support
A live chat option is available on sa.hyogena.com, offering instant access to a customer care representative who can guide you through any step of your shopping journey.
4. Legal & Compliance Inquiries
For matters related to legal compliance, privacy rights (including PDPL requests), data handling, brand protection, or documentation, please contact:
Email: info@hyogena.com
Tel: +966 55 440 0144
Such inquiries are handled by our compliance-trained staff and may require a formal verification process to ensure customer safety.
5. Business Identity Disclosure
As required by Saudi regulations and global e-commerce standards, Hyogena discloses the following business information transparently to customers:
- Brand Name: Hyogena
- Website: sa.hyogena.com
- Legal Entity (English): HEALTHY AND COSMETIC UNION COMPANY
- Legal Entity (Arabic): شركة اتحاد الصحة والتجميل الطبية
- Commercial Registration (CR): 1010869877
- VAT Registration: 311610475600003
- Registered Address:
Al Jumahi District, Riyadh 14223, Kingdom of Saudi Arabia
6. Communication Standards & Service Commitment
Hyogena is committed to maintaining the highest standard of communication, including:
- Clear and professional language
- Respectful interactions
- Transparent information
- Accurate and timely updates
- Consistent guidance
- Protection of customer data
Our team is trained to support both consumers and marketplace sellers while maintaining neutrality, fairness, and professionalism.
7. Escalation Procedures
If an inquiry requires further review or cannot be resolved immediately, the customer may request escalation.
Escalated cases will be handled through:
- Senior Customer Specialists
- Logistics and Fulfillment Team (if shipping-related)
- Marketplace Seller Management Team (if seller-related)
- Compliance and Legal Department (if regulatory-related)
Hyogena aims to resolve escalated issues within 48–72 hours depending on complexity.
8. Accessibility & Inclusion
Hyogena is committed to ensuring that all users, including those with accessibility needs, are able to reach us easily.
Alternative communication formats can be provided upon request, and our support staff is trained to offer guidance with clarity and patience.
9. Updates
Hyogena reserves the right to update or amend this page to reflect operational, regulatory, or service improvements. Any updates will be posted clearly on this webpage.