Refund policy

Returns & Refunds Policy

Effective Date: January 2026
Applies to: United Arab Emirates, Saudi Arabia, Qatar and Kuwait.

Introduction
At HĀNM, we are committed to providing exceptional service and customer satisfaction. We understand that, on occasion, a purchase may not meet your expectations. In such instances, we are happy to assist with a return in accordance with the terms set out below. Our aim is to ensure the process is clear, fair, and respectful of both our customers and our craftsmanship.

HĀNM is operated by HANM ECOM FZCO, a company registered in the United Arab Emirates.

Eligibility for Returns
Returns must be initiated and sent back to us within 7 days of receiving your order. Items must be unused, unworn, neatly refolded and returned in their original condition, with all tags, labels, and packaging intact.

A 5% restocking fee applies to each returned item. A 20% deduction will be applied to items returned in poor condition, including but not limited to heavy creasing, careless folding, or damaged packaging, to cover steaming and repackaging costs.

Returns that do not meet our condition requirements will not be accepted.

Each return must clearly include the original order number for reference.

The following items are non-refundable once opened or used:
360 Contour undercaps (Mini and XL styles), luxury oud oils, and signature hijab pins, due to hygiene reasons.

Return Method
Instructions on how to return item(s) are included on the packing slip provided inside your parcel. 

Customers are responsible for all return shipping costs and any applicable customs duties or taxes. We strongly recommend using a tracked courier service, as HĀNM is not responsible for lost or damaged return parcels.

If you require assistance, please contact us at support@hanm.ae and a member of our team will be happy to help.

Condition of Returned Items
Returned items must arrive in a resaleable condition, free from makeup, marks, odours, fabric damage, or missing components. Items received in non-compliant condition will not be eligible for a refund and may be returned to the customer at their expense.

Faulty or Incorrect Items
If you receive a faulty or incorrect item, please notify us within 7 days of receipt by emailing support@hanm.ae with supporting images. Once verified, we will arrange a replacement where available or issue a full refund. HĀNM reserves the right to determine the appropriate resolution on a case-by-case basis.

Refund Process
Approved refunds are processed within 7 business days of the returned item being received and inspected. Refunds will be issued to the original payment method used at checkout.

Original shipping fees are non-refundable, except where the return is due to an error on our part or a verified defective item. Customers should retain their courier tracking information, as we do not issue separate receipt confirmations for returned parcels.

Items Not Eligible for Refund
Refunds will not be issued for items that have been worn, used, returned without tags, or returned in non-original packaging. The following are strictly non-refundable: 360 Contour Mini and XL undercaps, fragrances, hijab pins, and any items marked as “Final Sale” or “Outlet” on the product page.

International Orders (Saudi Arabia, Qatar and Kuwait)
Customers outside the UAE are responsible for return shipping fees and any customs duties or import taxes incurred. Refunds will be processed within 7 working days after the return is received at our Dubai facility.

Orders returned due to unpaid customs charges, incorrect addresses, or delivery refusals will be refunded excluding original shipping costs, including any free-shipping value initially covered by HĀNM.

Customs Duties & Taxes
For UAE orders, displayed prices include applicable VAT. For international orders, customers are responsible for any customs duties, import taxes, or local VAT imposed by destination authorities. HĀNM is not responsible for these charges or for delays caused by customs clearance.

Non-Refundable & Unclaimed Items
If a returned item does not qualify for a refund and the customer does not arrange redelivery within 2 days of notification, HĀNM reserves the right to dispose of the item responsibly.

Operational Notice
Refund processing timelines exclude UAE public holidays and official office closures, which will be communicated via our website or social media channels where applicable.

Contact Information
For further assistance, please contact support@hanm.ae
HĀNM is operated by HANM ECOM FZCO, registered at IFZA Business Park, Dubai Digital Park (DDP), P.O. Box 342001, Dubai, United Arab Emirates.

Governing Law
This Returns & Refunds Policy is governed by the laws of the United Arab Emirates under the jurisdiction of the International Free Zone Authority (IFZA), Dubai.