CUSTOMER CARE

SHIPPING & RETURNS

Need something to return? Sure! We design our products so you may enjoy life’s simple pleasure every day, so if they didn’t settle in quite right, you can always decide to make a return.

REFUND POLICY

Items purchased through the HOOGA UAE online store are generally non-refundable for change-of-mind purchases.

This policy does not affect your rights under applicable UAE consumer protection laws, including your rights in relation to products that are defective, damaged, incomplete, or not as described.

Where a refund is approved and applicable, it will be processed using the original payment method, subject to the applicable payment provider’s processing time.

EXCHANGE POLICY

Please note that exchanges due to change of mind are not accepted.

Exchange requests may be considered under the following conditions and are subject to HOOGA approval:

  1. The product has a manufacturing defect, is damaged upon delivery, or does not conform to the product description.
  2. The exchange request is submitted within 15 days of the delivery date, where applicable.
  3. The product is returned in its original condition and packaging, with all original tags, accessories, and components intact.
  4. Proof of purchase or the relevant HOOGA UAE order number must be provided.

The above conditions do not limit any rights or remedies available to customers under applicable UAE consumer protection laws.

NON-RETURNABLE & NON EXCHANGEABLE ITEMS

For hygiene, health, safety, or clearance reasons, the following items cannot be returned or exchanged for change-of-mind purchases:

  • Towels
  • Bedding accessories, including pillows, bolsters, quilts, mattress protectors, mattress toppers, and mattresses
  • Sleepwear
  • Pet accessories
  • Sale, clearance, promotional, or price-markdown products

If any of the above products are received with a manufacturing defect, damage, or another issue covered under applicable UAE consumer protection laws, please contact HOOGA UAE for assistance.

EXCHANGE & RETURN PROCESS

To submit an exchange or return request, please complete the Contact Form and provide:

  • Your HOOGA UAE order number
  • The product name
  • Reason for the exchange or return request
  • Clear photographs or videos showing the defect or damage, where applicable
  • Any other information requested by our Customer Service team

Please do not bring products purchased online directly to a HOOGA UAE retail store for an exchange unless instructed to do so by our Customer Service team.

For products reported as defective or damaged, HOOGA will assess the condition of the product before approving the appropriate resolution.

Depending on the circumstances and in accordance with applicable UAE regulations, the resolution may include:

  • Replacement of the product
  • Exchange for an eligible product
  • Repair, where appropriate
  • Refund of the applicable purchase amount

Where HOOGA confirms that a product has a manufacturing defect or was damaged before or during delivery, HOOGA will cover the applicable return costs or arrange a collection/pick-up service, where available.

For approved returns that are not related to a manufacturing defect, damage, or an error by HOOGA, applicable delivery or collection charges may be borne by the customer.

Where a refund is approved, HOOGA will aim to process the refund within 14 working days after the returned item has been received, inspected, and approved. Additional processing time may be required by your bank, card issuer, or payment provider.

HOOGA reserves the right to reject exchange or return requests that do not meet the conditions stated above, subject always to the customer's rights under applicable UAE laws.

HOOGA will not be responsible for products damaged or lost while being returned using a delivery method arranged independently by the customer.

For all return and exchange enquiries, please submit your request through the Contact Form.