Shipping & Returns Policy
Your rights under UAE consumer protection law
UAE Federal Law No. 15 of 2020 on Consumer Protection gives you the right to receive products that match their description and are fit for purpose. If a product is defective or not as described, you are entitled to a repair, replacement, or refund. These rights apply regardless of our returns policy.
Where We Ship
UAE orders are fulfilled by H O C L Trading from Dubai. We ship across the UAE and to GCC countries.
| Destination | Standard delivery | Express delivery |
|---|---|---|
| Dubai & Abu Dhabi | 1–2 business days | Same day (Dubai, where available) |
| Other Emirates | 2–3 business days | Next day (where available) |
| GCC (KSA, Bahrain, Oman, Kuwait, Qatar) | 5–7 business days | Not available |
Processing time is 1–2 business days from order confirmation. During high-volume periods this may extend to 3–4 business days. Tracking information is sent by email when your order ships.
Shipping Costs
- Free standard shipping on all retail orders over AED 150 within the UAE
- Orders below AED 150: shipping cost shown at checkout
- GCC orders: shipping cost shown at checkout
- B2B and wholesale orders: shipping agreed separately at the time of enquiry
Free shipping applies to retail orders only. It does not apply to wholesale, white label, private label, or other commercial orders.
Returns
Standard returns
- Notify us within 3 days of receiving your order: email info@hoclhub.com or WhatsApp +971 50 288 0155
- Items must be in original, unused condition with all original packaging intact
- Return pickup is available across the UAE — a pickup fee of AED 17 applies, arranged by HOCl Hub
- Refund processed within 5–7 business days of receiving the return, to your original payment method
Undelivered orders
- If a delivery attempt is unsuccessful due to an incorrect address or missed delivery, a re-delivery fee of AED 6 per attempt applies
- Contact us within 48 hours to arrange re-delivery: info@hoclhub.com
Defective or wrong items
- If your item arrives defective or we send the wrong product, photograph it before use
- Email info@hoclhub.com within 48 hours with your order number and photos
- Do not use the product
- We will arrange a replacement or full refund at no cost to you — pickup is covered by HOCl Hub
GCC returns
- Notify us within 5 days of receiving your order
- Return shipping is at the customer's cost unless the item is defective
- Refund processed within 7–10 business days of receiving the return
Refund Method & Timing
Refunds are processed to your original payment method. Bank processing may take an additional 3–5 business days after we issue the refund, depending on your card provider.Refunds are processed to the original payment method only. We do not issue refunds to a different card or account.
B2B Returns
Wholesale, white label, and private label orders are governed by the specific commercial terms agreed at the time of order. Contact info@hoclhub.com for returns on commercial orders.
Contact
| info@hoclhub.com | |
| Phone | +971 50 288 0155 |