Your Purchase
Matters
At Hiba Boutique, we want you to feel confident
when shopping with us. If your purchase is not suitable, this
Refund & Returns Policy explains how to request a return,
when a refund may be available and what information we need
to process your request.
01
Our Returns Approach
We aim to make the returns process as straightforward and
transparent as possible while protecting the quality,
hygiene and condition of the products we sell.
If you believe you are entitled to return an item, please
contact Hiba Boutique before sending the item back so that
we can provide the appropriate return instructions.
H
Please do not send a return to an address without first
contacting us and receiving the appropriate return
instructions.
02
Return Period
If you wish to return an eligible item because you have
changed your mind or the item is no longer suitable,
please contact us within the applicable return period
stated on your order information or website.
Return Request
Please contact Hiba Boutique as soon as reasonably possible
if you wish to return an item. Your request should include
your order number and the reason for the return.
Nothing in this policy is intended to limit any statutory
consumer rights that may apply to you.
03
Return Eligibility
For a change-of-mind or suitability return, the item must
remain unused and in an appropriate condition for return.
We ask customers to inspect an item carefully without
wearing, using, washing or altering it if they intend to
return it.
Items Must Generally Be
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Unused and unworn.
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Unwashed and free from stains, makeup, perfume, deodorant
or other marks caused after delivery.
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Free from customer-caused damage, alteration or misuse.
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Returned with original tags, labels and packaging where
reasonably possible.
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Returned within the applicable return period.
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Accompanied by the relevant order information.
!
Items that have been worn, used, washed, altered, stained,
misused or damaged by the customer will not be eligible
for a change-of-mind refund, subject to any statutory
consumer rights that may apply.
This requirement does not prevent you from contacting us
about an item that was already faulty, damaged on arrival,
incorrect or not as described.
04
Customer-Caused Damage
Hiba Boutique carefully checks returned products. For
change-of-mind returns, the item must be returned in the
condition required by this policy.
A refund may not be available for an item that has been
damaged after delivery through customer use, misuse,
washing, staining, alteration, improper handling or other
avoidable damage.
Please Check Before Returning
Do not wear, wash, alter or otherwise use an item if you
intend to return it because you have changed your mind.
Please keep the item in its original condition until the
return has been completed.
This section does not apply to genuine faults or damage that
existed before delivery or arose independently of customer
use. Statutory consumer rights remain unaffected.
05
Before Sending a Return
Please contact Hiba Boutique before returning your purchase.
Providing the relevant information in advance helps us
identify your order and process your request correctly.
01
Order Number
Provide the order number connected to the purchase.
02
Customer Details
Provide the name and email address used for the order.
03
Return Reason
Tell us whether the item is unsuitable, faulty,
damaged, incorrect or another issue applies.
04
Supporting Information
Where appropriate, photographs may help us assess
faulty, damaged or incorrect items.
06
How to Request a Return
To request a return, contact Hiba Boutique using the contact
details provided on this page or elsewhere on our website.
1
Contact Us
Send us your order number, contact details and a brief
explanation of why you wish to return the item.
2
Receive Instructions
We will review the request and provide the appropriate
return instructions where a return is applicable.
3
Send the Item
Package the item securely and follow the return
instructions provided by Hiba Boutique.
4
Condition Assessment
Once received, the item may be checked to confirm
its condition and whether the return requirements
have been met.
5
Refund Processed
Where a refund is approved, it will normally be
processed using the original payment method.
07
Refunds
If a refund is approved, Hiba Boutique will process the
applicable refund in accordance with the circumstances
of the return and applicable consumer law.
Refunds will generally be made using the original payment
method where reasonably possible.
Refund Timing
Processing times may vary depending on the payment method,
banking provider and circumstances of the return. Your
payment provider or bank may require additional time for
the refund to appear in your account.
Where an item is returned because it is faulty, damaged
on arrival, incorrect or does not conform to the applicable
contract, different remedies may apply.
08
Payment Methods & Refunds
Hiba Boutique accepts the following payment methods for
orders placed through our website:
01
PayPal
Where the original order was paid through PayPal,
an approved refund will normally be processed through
the applicable PayPal transaction.
02
Klarna
Where Klarna was used, an approved refund may update
the relevant Klarna payment or payment plan according
to Klarna's applicable processing procedures.
03
Bank Transfer
Where an order was paid by bank transfer, an approved
refund may be returned by bank transfer using the
appropriate bank details.
H
Hiba Boutique does not control the processing time of
external payment providers or banks after a refund has
been initiated.
09
Return Shipping
Return delivery arrangements and costs may depend on the
reason for the return.
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For eligible change-of-mind returns, the customer may be
responsible for applicable return delivery costs where
permitted by law and the applicable return terms.
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If an item is faulty, damaged on arrival, incorrect or
misdescribed, please contact us before returning it so
that we can provide appropriate instructions.
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We recommend using an appropriate tracked delivery service
when returning an item.
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Please retain proof of postage or tracking information
until your return has been resolved.
!
Please keep your return tracking information until the
return has been received and resolved.
10
Exchanges
If you would like to exchange an item for another size,
colour or product, please contact us before sending the
original item back.
Any item submitted for a change-of-mind exchange must
remain unused, unworn, unwashed and undamaged by the
customer.
Exchanges may depend on product availability and the
condition of the returned item.
If the requested replacement is unavailable, we may instead
provide the applicable refund or other remedy depending on
the circumstances and your legal rights.
11
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, incorrect or materially
different from what you ordered, please contact Hiba Boutique
as soon as reasonably possible.
Please Include
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Your order number.
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A description of the issue.
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Photographs where they may help us understand the problem.
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Any relevant delivery or packaging information.
Important Distinction
Damage that existed before delivery or occurred during
delivery is different from damage caused by customer use.
Please contact us promptly if you believe an item arrived
faulty or damaged.
Where applicable, Hiba Boutique will provide the remedy
required under relevant consumer protection law.
12
Items That May Not Be Returnable
Certain products may be excluded from change-of-mind returns
where permitted by applicable law.
Depending on the products offered by Hiba Boutique, examples
may include items that are:
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Personalised or made specifically to your requirements.
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Customised items.
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Sealed products that are not suitable for return for
health or hygiene reasons once the seal has been broken,
where applicable.
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Items that have been worn, used, washed, altered,
stained, misused or damaged by the customer.
These exclusions do not affect statutory rights where an
item is faulty, misdescribed, damaged on arrival or otherwise
covered by applicable consumer protection law.
13
Sale & Promotional Items
Sale, discounted or promotional products may be subject to
specific return conditions stated at the time of purchase.
Unless otherwise stated, any eligible return must still
satisfy the applicable condition requirements, including
the requirement that a change-of-mind return is unused,
unworn and undamaged by the customer.
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Sale or promotional pricing does not remove statutory
consumer rights that cannot lawfully be excluded.
14
Condition of Returned Items
For change-of-mind returns, customers must take reasonable
care of products while they are in their possession.
Items should not be worn, washed, altered, stained,
damaged or otherwise used where the customer intends to
return the item for a change of mind.
Condition Standard
Please return the item in the same condition in which
you received it, allowing only the reasonable inspection
of the product that is necessary to determine its nature,
characteristics and functionality.
Where legally permitted, a refund may be affected where
customer handling has gone beyond what is reasonably
necessary to inspect the product.
This does not affect your rights where a product is faulty,
damaged on arrival, incorrect or otherwise does not conform
to applicable legal requirements.
15
Refund Payment Method
Where a refund is approved, it will normally be returned
through the payment method used for the original transaction,
unless another arrangement is appropriate or required.
Hiba Boutique's available payment methods are:
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PayPal.
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Klarna.
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Bank Transfer.
Payment Providers
PayPal and Klarna may apply their own processing procedures
when a refund is initiated. Bank-transfer refunds may
require appropriate bank details to complete the payment.
16
Partial Refunds
In certain circumstances, a partial refund or other remedy
may be appropriate depending on the condition of the item,
the reason for the return and applicable consumer law.
If a returned product has been handled beyond what is
reasonably necessary for inspection and this has resulted
in a loss of value, the applicable refund may be affected
where legally permitted.
Customer-caused damage does not become a valid return simply
because the customer subsequently requests a refund.
17
Returns Lost in Transit
If you return an item using a delivery service, we recommend
obtaining proof of postage and tracking information.
If a return appears to have been lost during delivery,
please contact the relevant carrier and provide us with
the tracking information so that we can assist where
reasonably possible.
We may request evidence that the item was dispatched when
investigating a missing return.
18
Bank Transfer Refunds
If an order was originally paid by bank transfer and a
refund is approved, we may need appropriate bank details
from you in order to complete the refund.
We will only request information reasonably necessary to
process the refund.
!
Never send complete payment-card details, passwords,
security codes or other unnecessary financial credentials
by email or WhatsApp.
19
Cancelling an Order
If you wish to cancel an order, please contact Hiba Boutique
as soon as possible.
We will try to accommodate cancellation requests where the
order has not already been processed, dispatched or otherwise
completed.
If an order has already been dispatched, you may need to
follow the applicable returns process instead.
Nothing in this section limits any cancellation or cooling-off
rights that may apply under applicable consumer law.
20
Delivery Problems
If your order has not arrived, arrives damaged, or appears
to have been delivered incorrectly, please contact us with
your order number and any relevant delivery information.
We may work with the applicable delivery provider to
investigate the issue.
Depending on the circumstances, the appropriate remedy may
include replacement, redelivery, refund or another remedy
available under applicable law.
21
Customer Responsibilities
Customers are responsible for providing accurate delivery
and contact information when placing an order.
Customers should take reasonable care of products while
they are in their possession and follow the return
instructions provided by Hiba Boutique.
Before Returning
If you intend to request a change-of-mind return, please
keep the product unused, unworn, unwashed and undamaged
until the return has been completed.
Providing inaccurate information or failing to follow
reasonable return instructions may delay the processing
of a return or refund.
22
Refund Requests & Contact
If you would like to request a return, ask about a refund,
report a faulty or damaged item, or discuss an order issue,
please contact Hiba Boutique.
Refund & Returns Email
hiba.kboutique@gmail.com
Please include your order number whenever possible so that
we can identify your purchase and respond more efficiently.
You may also contact Hiba Boutique through WhatsApp where
that communication method is available.
23
Your Consumer Rights
This Refund & Returns Policy is intended to explain Hiba
Boutique's returns process and should be read together with
any applicable consumer rights.
Nothing in this policy is intended to exclude, restrict or
replace rights that cannot legally be excluded or restricted.
If a product is faulty, not as described, does not conform
to the applicable contract or another statutory consumer
right applies, you may have additional rights and remedies.
H
The unused-item and customer-damage requirements in this
policy apply to change-of-mind returns and do not remove
statutory rights relating to faulty or incorrectly supplied
goods.
24
Changes to This Policy
Hiba Boutique may update this Refund & Returns Policy from
time to time to reflect changes to our products, services,
payment methods, delivery arrangements, business practices
or applicable legal requirements.
When changes are made, we will update the
Last Updated date displayed at the top of
this page.
We encourage customers to review this policy before making
a purchase so that they are aware of the current returns
process.
Hiba Boutique · Refund & Returns Policy ·
Change-of-mind returns require the item to remain unused,
unworn and undamaged by the customer. This policy does not
remove statutory consumer rights relating to faulty,
damaged-on-arrival, incorrect or misdescribed products.
