Refund policy

Return and Refund Policy

Last Updated: August 9, 2026

At Hiemax Shop, customer satisfaction is our priority. We want you to feel confident when shopping with us. Please review our Return and Refund Policy below.

1. Return Eligibility

You may request a return within 7 days of receiving your order if:

  • The product is damaged or defective upon delivery.

  • You received an incorrect product.

  • The product is unused and in its original condition and packaging.

  • The product includes all original accessories, tags, and packaging where applicable.

2. Non-Returnable Items

Certain products may not be eligible for return, including:

  • Products that have been used, washed, or damaged by the customer.

  • Personal hygiene or beauty products that have been opened or used.

  • Products marked as final sale or non-returnable.

  • Gift cards and digital products, where applicable.

3. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible and preferably within 48 hours of delivery.

Please provide:

  • Your order number

  • Photos of the product

  • Photos of the packaging

  • A brief description of the problem

Our team will review your request and provide the appropriate solution.

4. Refunds

Once we receive and inspect the returned product, we will notify you whether your refund has been approved.

If approved, the refund will be processed through the original payment method. Depending on your bank or payment provider, it may take 5–10 business days for the refund to appear in your account.

5. Return Shipping Costs

If the return is due to our error, such as receiving a damaged, defective, or incorrect product, Hiemax Shop will cover the applicable return shipping cost.

For returns due to customer preference or reasons unrelated to a product defect or our error, the customer may be responsible for return shipping costs.

6. Exchanges

We may offer a replacement or exchange for products that arrive damaged, defective, or incorrect, subject to product availability.

7. Order Cancellation

Orders may be canceled before they are shipped. Once an order has been dispatched, cancellation may no longer be possible and the order will be subject to our return procedure.

8. Refund Delays

If you have been notified that your refund has been processed but have not received it, please:

  1. Check your bank account.

  2. Contact your payment provider or bank.

  3. Contact us if the refund still has not appeared.

9. Contact Us

For return or refund requests, please contact:

Hiemax Shop
Email: hiemaxshop@gmail.com
Phone: +971 50 869 1473

We are committed to handling every return and refund request fairly and providing our customers with a smooth shopping experience.