Returns & Exchanges Policy

Last Updated: 5 September 2026

At Hoor Fashion, we want you to be satisfied with your purchase. If you receive an eligible product that has an issue, you may request a return or exchange according to the conditions below.

1. Return Period

Customers should contact us within 7 days of receiving the order to request a return or exchange.

Requests submitted after this period may not be accepted.

2. Eligible Returns

A product may be eligible for return or exchange if:

  • The wrong product was sent
  • The wrong size was sent
  • The product is damaged or defective upon delivery
  • The product significantly differs from the ordered item

The product must meet the conditions described below.

3. Product Condition

Returned products must be:

  • Unworn
  • Unwashed
  • Unused
  • In original condition
  • Free from stains, perfume, makeup or other marks
  • Returned with original packaging where applicable

We reserve the right to reject products that have been worn, washed, damaged or otherwise altered by the customer.

4. Hygiene Products and Nightwear

For hygiene reasons, products that have been worn or washed may not be eligible for return or exchange.

Customers should inspect the product before wearing or washing it.

5. Size Exchanges

If you require a different size, please contact us as soon as possible.

Size exchanges are subject to product availability.

If the requested size is unavailable, we may offer another suitable option where possible.

6. Wrong Product

If you receive a product different from what you ordered, please contact us promptly.

We may request photographs or other information to verify the issue.

7. Damaged or Defective Products

If your product arrives damaged or defective, please contact us as soon as possible after delivery.

Please provide clear photographs or videos showing the issue when requested.

8. Non-Returnable Items

Returns or exchanges may not be accepted for products that:

  • Have been worn
  • Have been washed
  • Have been damaged after delivery
  • Have been altered
  • Have stains, odours or other signs of use
  • Are returned without following the required return process

9. Return Shipping

Where the return is due to an error on our part, such as receiving the wrong product or a verified manufacturing defect, Hoor Fashion may arrange or cover the applicable return delivery cost.

For customer-requested exchanges or other eligible returns, applicable delivery costs may be the customer’s responsibility.

10. How to Request a Return or Exchange

Please contact Hoor Fashion through our WhatsApp/contact channel and provide:

  • Order number
  • Customer name
  • Phone number
  • Reason for return or exchange
  • Photos or videos of the product where applicable

Our team will review the request and provide further instructions.

11. Approval of Returns

All returns and exchanges are subject to inspection and approval.

Submitting a return request does not automatically guarantee approval.

12. Contact Us

For return or exchange assistance, please contact Hoor Fashion through our website or WhatsApp.

5. Refund Policy

Last Updated: 5 September 2026

This Refund Policy explains when refunds may be available for purchases made through Hoor Fashion.

1. Refund Eligibility

A refund may be considered when:

  • An eligible returned product has been approved
  • The product cannot be exchanged because the required replacement is unavailable
  • Hoor Fashion is unable to fulfil a confirmed order
  • A payment has been received for an order that is subsequently cancelled by Hoor Fashion

Refunds are subject to verification and the applicable return conditions.

2. Refunds for Cash on Delivery Orders

For Cash on Delivery orders, no payment is collected until the parcel is delivered.

Therefore, if a COD order is cancelled before payment is made, there is normally no product payment to refund.

3. Refund for Prepaid Orders

If you have already paid for an order and an approved refund is due, we will arrange the refund using an appropriate payment method agreed with the customer.

4. Refund Processing Time

Once a refund has been approved, processing time may depend on the payment method and financial institution involved.

We will provide the customer with relevant information regarding the refund where applicable.

5. Partial Refunds

In certain circumstances, only part of the order amount may be refundable, depending on the nature of the return, delivery charges and applicable terms.

6. Delivery Charges

Original delivery charges may not be refundable unless the return is caused by an error on our part or another circumstance where Hoor Fashion determines that the delivery charge should be refunded.

7. Rejected Refund Requests

A refund may be rejected if the returned product:

  • Has been worn
  • Has been washed
  • Is damaged due to customer use
  • Has stains or strong odours
  • Has been altered
  • Does not meet the requirements of our Returns & Exchanges Policy

8. Promotional Orders

Orders purchased using promotional discounts, special offers or other campaigns may be subject to additional refund conditions specified with the relevant promotion.

9. Refund Confirmation

Customers will be informed once a refund has been approved and processed.

10. Contact Us

If you have questions about a refund, please contact Hoor Fashion through our website or WhatsApp and provide your order number and relevant details.

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  1. Privacy Policy
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  5. Refund Policy

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