Return Policy
December 2025
1. Introduction
At Hyogena, we are dedicated to delivering a refined and trustworthy shopping experience.
Because skincare, personal care, and beauty items require exceptional handling and hygiene standards, this return policy exists to protect both our customers and the integrity of every product we offer.
This policy applies to all purchases made through sa.hyogena.com, whether sold directly by Hyogena or through an approved marketplace seller.
2. Return Window
Customers may request a return within 7 days from the date the order is delivered.
Requests submitted after the 7 day window cannot be accepted, except in cases involving defective or incorrect items.
3. Eligibility for Returns
To maintain the integrity and safety of beauty and skincare products, we follow strict eligibility criteria aligned with Saudi regulations.
3.1 Returnable Items
A product may be returned only if:
- It is unused
- It is unopened
- It is in its original, sealed packaging
- All labels, product information, and accessories are intact
- It was not listed as "non-returnable" on its product page
3.2 Non-Returnable Items
The following items cannot be returned, in compliance with hygiene laws and industry standards:
- Opened beauty or skincare products
- Used products
- Any item where the seal or protective packaging has been broken
- Products with missing components, labels, or accessories
- Items explicitly marked as non-returnable in the product description
- Any consumable wellness or supplement product that has been opened
If you are unsure whether your item is return-eligible, please contact us at info@hyogena.com before initiating a return.
4. Defective, Damaged, or Incorrect Items
Hyogena prioritizes product authenticity, quality, and safe handling.
If you receive:
- A defective product
- A damaged item
- A product that does not match your order
You must notify us immediately via: info@hyogena.com
with clear photos showing:
- The product
- Any damage or defect
- The outer packaging
- The shipping label
Hyogena will:
- Approve the return
- Cover all return shipping fees
- Arrange a replacement or refund
Defective/wrong item reports must be filed within 48 hours of delivery for accurate courier verification.
5. Return Costs
5.1 Hyogena-Paid Returns
Hyogena covers return shipping only when:
- The item is defective
- The item arrives damaged
- The customer receives the wrong product
5.2 Customer-Paid Returns
Customer bears return costs when:
- The return is due to personal preference
- The customer no longer wants the item
- The order was placed by mistake
- The item is eligible but unwanted
Return shipping costs vary based on courier and region.
6. Marketplace Seller Returns
Some items may be sold and fulfilled by third-party sellers operating on Hyogena.
For these items:
- Returns remain governed by Hyogena's return standards
- Sellers must follow Hyogena's packaging and hygiene guidelines
- Hyogena manages communication on behalf of the customer
- Seller-specific return exceptions (if stricter) will be displayed on the product page
Hyogena assumes responsibility for ensuring marketplace sellers adhere to policy standards.
7. Return Process
To request a return:
- Email info@hyogena.com
- Include your order number
- Specify the item(s) you wish to return
- Provide your reason for return
- Attach photos (required for damaged/defective items)
Upon approval, customers will receive:
- A return authorization
- Courier pickup or drop-off instructions
- Packaging guidelines
Returns sent without prior authorization may be delayed or rejected.
8. Condition Verification
Returned items undergo inspection upon arrival.
A return may be rejected if:
- The item shows signs of use
- The packaging is opened or damaged
- The product is missing components
- The return does not match the approved reason
If rejected, the item may be sent back to the customer at their expense.
9. Fair Use & Abuse Prevention
Hyogena may restrict returns for customers who repeatedly:
- Return non-returnable products
- Abuse the return window
- Submit false damage claims
- Display patterns inconsistent with normal usage
This measure protects our customers, sellers, and brand integrity.
10. Updates
Hyogena reserves the right to amend this Return Policy to reflect regulatory changes or improvements in customer experience. The latest version will always appear on this webpage.