If something is not right
We want you to love what arrives. If your order reaches you damaged, incorrect, or not as described, we will make it right — a replacement or a full refund, your choice.
The sensible beauty policy
Our returns policy:
- Unopened & sealed: items in their original, unopened packaging with any hygiene seal intact can be returned within 14 days of delivery.
- Opened or used: for hygiene reasons, opened cosmetics, skincare, make-up applied to skin, and supplements cannot be returned unless they are faulty or were sent in error.
- Faulty or wrong item: always eligible for replacement or refund, opened or not — just tell us within 14 days and send a photo.
How to start a return
- Email hadirgermanyproducts@gmail.com or message us on WhatsApp at +971 58 585 9715 with your order number and, where relevant, a photo of the issue.
- We will confirm whether your item qualifies and share return instructions.
- Once we receive and inspect the item, we process your refund or replacement.
Refunds
Approved refunds are issued to your original payment method within 5-10 business days of us receiving the returned item (or of confirming a faulty/incorrect order). For items returned due to our error or a fault, we cover the return shipping. For change-of-mind returns of unopened items, return shipping is the customer's responsibility.
A note on customs
Import duty and UAE VAT already paid on a delivered order are set by UAE customs and are generally non-refundable by us. Where a return is due to our error, we will do everything we reasonably can to make you whole.
Questions before you buy? We would rather help you choose right the first time — reach us at hadirgermanyproducts@gmail.com.