REFUND AND RETURN POLICY - HMSASTORE

Effective Date: February 10, 2026 Last Updated: February 10, 2026

1. Introduction

At hmsastore (operated by ELSHAIMA B MOHAMMED LTD), we are committed to ensuring your complete satisfaction with every purchase. This Refund and Return Policy outlines your rights and obligations when returning products, ensuring transparency and compliance with consumer protection laws in the United Kingdom, European Union, Egypt, Saudi Arabia, Sudan, and the GCC.

2. Return Windows

To provide a consistent experience across all regions, we apply the following standard timelines which meet or exceed local legal requirements:

1. Right of Withdrawal (Change of Mind): You have 14 calendar days from the date you receive your order to request a return for any reason, provided the item is in its original condition.
2. Defective or Incorrect Items: You have 30 calendar days from the date of receipt to report a manufacturing defect, damage, or an incorrect item delivered.

3. Eligibility Conditions for Returns

3.1 For "Change of Mind" Returns

To qualify for a full refund under the "Right of Withdrawal," the item must meet ALL the following strict criteria:

1. Condition: The item must be unused, unworn, and in pristine, resalable condition.
2. Packaging: It must be returned in its original, factory-sealed packaging (undamaged).
3. Accessories: All original tags, manuals, warranty cards, and free gifts must be included.

3.2 For Defective or Damaged Items

If the item is faulty, you may open the packaging to inspect it. However, you must return the item with all its original accessories and box (if available) to ensure safe transit back to the Vendor.

4. Non-Returnable Items (Exclusions)

For health, safety, and copyright reasons, the following items cannot be returned unless they arrived defective:

1. Digital Products: E-gift cards, software codes, or downloadable content once the code/link has been sent.
2. Hygiene-Sensitive Items: Opened cosmetics, skincare products, swimwear, underwear, earrings, and contact lenses.
3. Custom-Made Products: Items personalized or manufactured specifically for you (e.g., custom prints).
4. Perishable Goods: Food, flowers, or newspapers/magazines.
5. Unsealed Media: Software, DVDs, or Video Games if the plastic seal or holographic wrap has been broken (as per UK and Egyptian Copyright Laws).

5. Shipping Costs for Returns

1. Customer's Responsibility: If you are returning an item due to a "Change of Mind" (e.g., you successfully received what you ordered but no longer want it), you are responsible for the return shipping fees.
2. Hmsastore/Vendor Responsibility: If the item is defective, damaged, or incorrect, we will cover all shipping costs. We will provide you with a Pre-Paid Shipping Label or reimburse the shipping cost upon receipt of the receipt.

6. Refund Process

6.1 Inspection and Approval

Once your return reaches our warehouse (or the Vendor’s facility), it will undergo a quality inspection within 3 to 5 business days. We will notify you via email regarding the approval or rejection of your refund.

6.2 Refund Methods

1. Credit/Debit Cards & PayPal: Refunds are processed automatically to the original payment method. Please allow 5 to 14 business days for the funds to appear in your bank statement.
2. Cash on Delivery (COD) Orders:
3. Option A (Fastest): Refund as Store Credit to your Hmsastore Wallet (usable immediately).
4. Option B (Standard): If the return is due to a defect and you decline Store Credit, we can process a Bank Transfer. You must provide a bank account matching the name on the order. This process may take 14-21 business days.

7. Hmsastore Buyer Protection (Marketplace Guarantee)

Unlike other platforms, hmsastore actively protects your rights. While Vendors are responsible for their products:

1. Dispute Resolution: If a Vendor refuses a valid return request or fails to respond within 48 hours, hmsastore will intervene.
2. Guarantee: If the Vendor is found to be at fault, hmsastore will process the refund directly to you and deduct the amount from the Vendor’s account.

8. International Returns (Customs & Duties)

For cross-border returns (e.g., returning an item from Sudan to the UK):

1. Customs Duties: Original customs duties and taxes paid at the time of import are generally non-refundable by the store, as these are collected by the government.
2. Return Labeling: When returning an item internationally, you must clearly mark the package as "RETURNED GOODS" to avoid being charged double duties.

9. Contact Us

To initiate a return, please visit your "My Orders" page or contact us directly:

1. Email: support@hmsastore.com (or shwshwnana83@gmail.com)
2. Phone/WhatsApp: 07786 873367
3. Mailing Address: ELSHAIMA B MOHAMMED LTD, [Insert Registered Address], United Kingdom.