Refund Policy
December 2025
1. Overview
Hyogena processes refunds with clarity, transparency, and efficiency.
This policy outlines how and when refunds are issued for eligible returns, ensuring customers have full visibility into timelines and procedures.
2. Refund Eligibility
Refunds are issued only when:
- The item is eligible for return under Hyogena's Return Policy
- The return has been approved by customer care
- The product has been received and successfully inspected
- The condition matches the approved return reason
Refunds cannot be processed for:
- Opened or used products
- Non-returnable items
- Items rejected during inspection
- Products returned without authorization
3. Refund Method
All refunds are credited exclusively to the original payment method, including:
- Credit/debit cards
- Apple Pay
- STC Pay
- Tabby or Tamara
Refunds cannot be issued to alternative methods for regulatory reasons.
4. Refund Processing Time
Refund processing occurs in two phases:
4.1 Hyogena Processing Timeline
Hyogena processes refunds within:
Up to 7 business days
from the date the returned item is received and approved.
4.2 Bank or Provider Processing Timeline
After Hyogena completes its processing:
- Banks may take an additional 3 - 14 days
- Apple Pay or STC Pay may process instantly or up to 5 days
- Tabby/Tamara timelines depend on their agreement with the customer
These external timelines are beyond Hyogena's control.
5. Marketplace Seller Purchases
For items sold through Marketplace Sellers:
- Hyogena manages refunds directly
- Sellers must comply with Hyogena's refund requirements
- Customer care remains the primary contact
This ensures a unified, luxury-level experience regardless of the seller.
6. Partial Refunds
Partial refunds may apply when:
- Only some items from an order are returned
- A product qualifies for a refund but shipping costs cannot be refunded (in marketplace-only cases)
- The return is approved but missing components reduce the eligible refund amount
Customers will be notified of any adjustments in advance.
7. Non-Refundable Situations
No refund will be issued if:
- The returned item is used
- The packaging is opened or compromised
- The product is missing its accessories
- The item was designated as non-returnable
- The return reason does not match the actual condition
- The return was made outside the 7-day window
Hyogena may return rejected items to the customer at their cost.
8. Communication & Refund Confirmation
Customers will receive:
- A confirmation of return approval
- A notification when the refund is initiated
- A final email confirming the refund completion
9. Policy Updates
Hyogena may update this policy based on improvements, financial regulations, or operational needs. revisions will be published on this page.