Returns & Refunds Policy
At Hibra Official, we are committed to providing high-quality, artist-driven fashion that meets your expectations. If for any reason you are not satisfied with your purchase, we offer a hassle- free return and refund policy to ensure a smooth shopping experience.
1. Eligibility for Returns
We accept returns for unused, unworn, and unwashed items in their original condition with all tags attached. To be eligible for a return, the item must meet the following conditions:
- The return request is initiated within 14 days of receiving the order.
- The product must be in its original packaging, including any eco-friendly packaging materials.
- Items must not have any signs of wear, washing, stains, or odors.
Certain items, such as limited-edition collaborations and custom-made products, may not be eligible for returns. Please check the product description before purchasing.
2. Non-Returnable Items
For hygiene and exclusivity reasons, the following items are non-returnable:
- Customized or artist-exclusive designs after the exclusivity period has ended.
- Final sale items.
- Tote bags, hats, or accessories that have been used.
- Gift cards and promotional vouchers.
3. How to Request a Return
If you wish to return an item, follow these simple steps:
1. Submit a Return Request
- Email us at support@hibraofficial.com with your order number, reason for return, and images of the item (if applicable).
2. Receive Return Approval
- Once your request is approved, we will send you return instructions, including the shipping address.
3. Ship the Item
- Securely pack the item and send it to the provided address. We recommend using a
trackable shipping service to ensure the package reaches us safely.
- Customers are responsible for return shipping costs unless the item is defective or incorrect.
4. Return Processing
- Once we receive and inspect the returned item, we will notify you via email about the status of your refund or exchange.
4. Refund Process
Once the return is approved, you can choose from the following refund options:
- Store Credit: Receive a 100% refund as store credit to use on future purchases.
- Original Payment Method: Refunds to the original payment method will be processed within 5- 10 business days, depending on your bank.
- Exchange: If you prefer an exchange, we will ship the replacement product as soon as your return is processed.
Shipping fees are non-refundable unless the return is due to an error on our part (e.g., incorrect or damaged item received).
5. Defective or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of receiving your order. We will arrange for a replacement or full refund at no additional cost to you.
6. Order Cancellations
- Orders can be canceled within 24 hours of purchase for a full refund.
- Once an order has been processed and shipped, it cannot be canceled, but you may request a return following the above policy.
7. International Returns
For international orders, returns follow the same guidelines. However, customers are responsible for return shipping fees and any customs duties that may apply.
8. Customer Support
For any return or refund-related inquiries, feel free to contact our support team at:
+971 564667225
We value your trust in Hibra Official and strive to provide the best shopping experience while maintaining fairness for both our customers and artists.
