Refund policy

RETURN & REFUND POLICY

At HAMS, we want every order to arrive exactly as expected. If there is an issue with your purchase, we’re here to help.

1. Returns

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

To be eligible for a return, the item must be:

  • Unused and unworn.
  • In its original condition.
  • In its original packaging with all tags and accessories included.
  • Free from stains, makeup, perfume, damage, or any signs of use.

2. Hygiene Policy

For hygiene reasons, sleep masks, pillowcases, and other personal sleep products cannot be returned or exchanged once opened, worn, washed, or used, unless the product is defective or incorrect.

Please make sure you are happy with your item before opening or using it.

3. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.

Please provide:

  • Your order number.
  • Clear photos or videos showing the issue.
  • A brief description of the problem.

Once verified, HAMS will arrange a replacement or refund at no additional cost to you.

4. Cash on Delivery Refunds

As HAMS currently accepts Cash on Delivery (COD) payments, approved refunds will be issued via bank transfer.

Once your returned item has been received and inspected, we will contact you to collect the necessary bank details.

Please allow 5–10 business days after approval for the refund to be processed.

5. Return Delivery Fees

If you simply change your mind, return delivery costs will be the customer's responsibility.

If the item is damaged, defective, or incorrect, HAMS will cover the return delivery cost.

Original delivery fees are non-refundable for change-of-mind returns.

6. Non-Returnable Items

The following items cannot be returned or refunded unless they are defective or incorrect:

  • Products that have been opened, worn, washed, or used.
  • Products showing signs of wear, stains, makeup, perfume, or damage caused after delivery.
  • Personalised or customised products.
  • Gift cards.
  • Items clearly marked as Final Sale, subject to applicable consumer rights.

7. Exchanges

Eligible unused products may be exchanged within 7 days of delivery, subject to product availability.

Any delivery costs associated with a change-of-mind exchange will be the customer's responsibility.

8. Order Refusal – Cash on Delivery

If you wish to cancel your order, please contact us before the order is dispatched.

Once an order has been dispatched, we kindly ask customers not to refuse delivery unless there is an issue with the order.

Repeated refusal of confirmed Cash on Delivery orders may result in COD being unavailable for future orders.

9. How to Request a Return or Refund

To request a return, exchange, or refund, please contact our customer care team via:

Email: info@hamsuae.com

Please include your name and order number so we can assist you as quickly as possible.

10. Consumer Rights

Nothing in this policy limits any rights you may have under applicable UAE consumer protection laws.

HAMS
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