Table of Contents

Terms & Conditions

December 2025

1. Introduction

Welcome to Hyogena ("we", "our", or "us").

These Terms & Conditions ("Terms") govern your access to and use of the website sa.hyogena.com, including all associated subdomains, services, mobile interfaces, and communication channels (collectively, the "Platform").

By accessing or using the Platform, you agree to be legally bound by these Terms. If you do not accept these Terms, you may not use the Platform or its services.

Hyogena operates as a hybrid model, serving as both:

  • A retailer of curated premium beauty, skincare, personal care, and supplement products; and
  • A marketplace, enabling approved third-party sellers ("Marketplace Sellers") to sell products directly to customers.

These Terms apply to all customers ("you", "your"), whether purchasing Hyogena-fulfilled or Marketplace Seller-fulfilled items.

3. Eligibility to Use the Platform

You may purchase products on Hyogena if:

  • You are at least 18 years old, or
  • You have parental/guardian approval.

You must provide accurate and complete information when placing an order.

Hyogena reserves the right to refuse service or cancel orders at its discretion.

4. Definitions

For clarity, these terms have the following meanings:

  • Platform: The Hyogena website and related digital services.
  • Products: Beauty, skincare, personal care, supplements, and related categories sold through the Platform.
  • Marketplace Seller: A third-party vendor authorized by Hyogena to list and sell products.
  • Hyogena-Fulfilled: Products stored, handled, and shipped by Hyogena.
  • Seller-Fulfilled: Products shipped directly by a Marketplace Seller.
  • Customer Account: A registered user profile enabling purchases and order tracking.

5. Product Information & Authenticity

Hyogena takes extraordinary measures to ensure:

  • All products are 100% authentic
  • Sourced from official distributors and manufacturers
  • Stored, handled, and shipped under proper cosmetic-care standards

As a luxury marketplace, we do not tolerate counterfeit products.

Marketplace Sellers must comply with Hyogena's:

  • Authenticity verification requirements
  • Documentation reviews
  • Supplier accreditation
  • Ongoing compliance checks

Hyogena may remove or suspend any seller who violates authenticity policies.

Product descriptions, images, and specifications are provided for informational purposes.

Colors, textures, or packaging may vary due to manufacturer updates or digital display differences.

6. Marketplace Seller Responsibilities

Marketplace Sellers must:

  • List only authentic, legally allowed products
  • Comply with Saudi consumer protection and e-commerce laws
  • Ensure inventory accuracy
  • Follow Hyogena's packaging and hygiene standards
  • Maintain reliable delivery timelines
  • Accept Hyogena's return, refund, and dispute-handling framework

Hyogena oversees seller behavior, but ultimate responsibility for seller fulfillment remains with the Marketplace Seller.

However, Hyogena remains the primary point of communication for customers.

7. Pricing, Taxes & Billing

All prices on sa.hyogena.com:

  • Are displayed in Saudi Riyal (SAR)
  • Include VAT
  • May be updated due to supplier changes, promotions, or availability

Pricing errors:

If a product is mistakenly priced incorrectly:

  • Hyogena may cancel the order
  • A full refund will be issued

Hyogena reserves the right to modify pricing without prior notice.

8. Order Placement & Acceptance

Placing an order does not constitute contract acceptance.

Your order is only confirmed when Hyogena sends:

  • A formal order confirmation email, AND
  • The order successfully passes internal verification checks.

Hyogena may cancel or reject orders due to:

  • Product unavailability
  • Payment failure
  • Fraud detection
  • Incorrect pricing
  • Compliance or regulatory restrictions
  • Customer misuse of the platform

If payment was collected before cancellation, a full refund will be issued promptly.

9. Payment Terms

Payments must be completed using one of the supported methods:

  • Visa
  • Mastercard
  • Mada
  • Apple Pay
  • STC Pay
  • Tabby
  • Tamara

Hyogena does not support Cash on Delivery.

Additional checks may be applied to verify payment authenticity.

Customers are responsible for ensuring that:

  • Payment cards are valid
  • Billing information is correct
  • They complete authentication required by their bank or provider

For BNPL (Tabby/Tamara), the customer enters a contractual agreement with the BNPL provider.

10. Shipping & Delivery

Shipping terms are described in full in the Shipping Policy.

Key points:

  • Delivery time across KSA: 2–5 business days
  • All orders ship free of charge
  • Courier partners: SMSA, Aramex, J&T
  • Delivery attempts: 2 attempts
  • Customer must provide accurate address and be reachable

Hyogena is not liable for delays caused by:

  • Incorrect addresses
  • Unreachable phone numbers
  • Weather disruptions
  • Force majeure

In cases of repeated failed delivery, the shipment may be returned to Hyogena.

11. Returns & Refunds

Customers may return eligible items within 7 days.

Only unused, unopened, sealed items are accepted.

Non-returnable items:

  • Opened skincare
  • Used items
  • Supplements with opened seals
  • Any product marked non-returnable

Hyogena covers return shipping only when:

  • The product is defective
  • The customer received the wrong item

For all other reasons, the customer pays for return shipping.

Refunds:

  • Issued to the original payment method
  • Processed within 7 business days after approval

Marketplace Seller returns are managed through Hyogena to ensure unified experience.

All details are in our Return Policy and Refund Policy.

12. Prohibited Conduct

Customers may not:

  • Misuse promotions or discounts
  • Abuse return policies
  • Submit fraudulent claims
  • Interfere with Platform functionality
  • Manipulate reviews
  • Attempt unauthorized access
  • Purchase products for resale without permission

Violations may result in account suspension or legal action.

13. User Reviews & Content

Customers may submit reviews, provided they:

  • Are truthful and experience-based
  • Contain no offensive, harmful, or misleading content
  • Do not promote competing businesses
  • Do not constitute medical advice

Hyogena may remove, edit, or moderate any review.

14. Limitation of Liability

To the maximum extent permitted by Saudi law:

  • Hyogena is not liable for indirect, incidental, or consequential damages
  • Liability is limited to the value of the purchased product
  • Hyogena is not responsible for delays caused by external partners

This does not affect customer rights under Saudi consumer protection laws.

15. Indemnification

You agree to indemnify Hyogena, its employees, subsidiaries, and Marketplace Sellers against claims resulting from:

  • Misuse of the Platform
  • Violation of these Terms
  • Fraudulent or unlawful behavior

16. Governing Law

These Terms are governed exclusively by the laws and regulations of the Kingdom of Saudi Arabia.

Any disputes shall fall under the jurisdiction of Saudi courts.

17. Amendments

Hyogena may update these Terms at any time.

Updates will be published on this page, with the "Last Updated" date revised accordingly.

18. Contact Information

For inquiries regarding these Terms:

info@hyogena.com

+966 55 440 0144

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