Returns & Refunds Policy

4.1 Statutory Rights

This policy is in addition to any statutory consumer rights that apply under UAE law or other applicable mandatory law.

Nothing in this policy limits, excludes, or waives rights that cannot legally be limited, excluded, or waived.

If this policy conflicts with mandatory statutory rights that apply to you, those statutory rights prevail.

4.2 Return Window

Most eligible items may be returned within 14 days from delivery, provided the item is:

• unused
• unworn, where applicable
• unaltered
• in original condition
• in original packaging, where applicable
• returned with tags, labels, protective materials, and proof of purchase

This return window does not limit rights that may apply for defective, incorrect, or non-conforming goods.

4.3 How to Request a Return

Contact: Care & Support
hello@hosaena.com

Include:

• order number
• item name
• reason for return
• photographs, if relevant
• proof of purchase

Do not ship items back until HOSÄENA provides return instructions.

4.4 Return Shipping

Unless the return is due to HOSÄENA error, damaged goods, defective goods, incorrect goods, or another legally protected reason, the customer may be responsible for return shipping costs.

For international returns, duties, taxes, customs fees, brokerage fees, or import/export charges may apply.

Return shipping responsibility will be handled to the extent permitted by applicable law and based on the reason for return.

4.5 Refund Review

Once the returned item is received and inspected, HOSÄENA will review whether the refund is approved.

Approved refunds will normally be issued to the original payment method.

Refund timing may depend on the payment provider, bank, card network, or payment method.

HOSÄENA does not guarantee exact refund posting timing after it has initiated the refund.

4.6 Original Shipping Costs

Original shipping costs are generally non-refundable unless:

• the return is due to HOSÄENA error
• the item was damaged, defective, incorrect, or non-conforming
• applicable law requires otherwise
• HOSÄENA approves otherwise in writing

4.7 Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, incorrect, or materially different from what was represented, contact Care & Support as soon as reasonably possible.

Care & Support: hello@hosaena.com

Include order details and clear photographs.

HOSÄENA may request that you keep all packaging and provide further information so the issue can be reviewed.

Depending on the circumstances and applicable law, the outcome may include repair, replacement, refund, partial refund, or another appropriate remedy.

No automatic remedy is promised before review.

4.8 Curated Objects, Bespoke, Commissioned, and Special Items

Curated Objects, bespoke items, commissioned items, made-to-order items, personalized items, and other special items may be generally treated as final sale to the extent permitted by applicable law.

This does not limit statutory rights relating to damaged, defective, incorrect, or materially misdescribed goods.

Where a condition report, object documentation, or pre-dispatch review is provided, return eligibility may be evaluated against that documentation, applicable law, and the specific sale terms.

No condition report should be treated as a blanket waiver of consumer rights.

4.9 Non-Returnable Items

The following may be non-returnable, to the extent permitted by applicable law:

• Curated Objects, unless otherwise agreed or legally required
• bespoke or commissioned pieces
• personalized items
• items marked as final sale at purchase
• used, worn, altered, or damaged items
• items returned without required packaging or documentation where that prevents fair review

This does not remove statutory rights that apply to defective, incorrect, non-conforming, or legally protected claims.

4.10 Exchanges

HOSÄENA does not currently offer automatic exchanges.

A customer may return an eligible item for refund and place a separate order, subject to availability.

4.11 Abuse or Misuse

HOSÄENA may refuse returns that appear fraudulent, abusive, or inconsistent with this policy, to the extent permitted by applicable law.

4.12 Contact

Care & Support
hello@hosaena.com