Returns, Refunds & Cancellations

This policy sets the minimum standard every HUB01 seller must meet on returns, refunds and cancellations. A seller may offer better terms; none may offer worse. Where a seller's own policy is less generous than this one, this one applies.

1. Who you are buying from

Each item is sold by the independent merchant named on the listing. HUB01 operates the marketplace and, where enabled, collects payment on that merchant's behalf. Your contract of sale is with the merchant, but you raise a problem through HUB01, and HUB01 can decide the outcome if the merchant does not resolve it. See section 6.

2. Cancelling before dispatch

• You may cancel any order at no cost before it is dispatched.
• You may also cancel for free within 24 hours of placing an order, even once it is being prepared.
• Cancel from your orders page, or message the seller.
• A refund is issued to the original payment method within 7 to 14 working days, depending on your bank.
• If a seller cannot supply, they must cancel and refund in full promptly. A seller who repeatedly cancels is removed from the Platform.

3. Returning after delivery

The standard window

7 days from delivery to request a return, for any reason, provided the item is unused, in its original condition and complete with packaging, tags, accessories and any free gift.

Faulty, damaged, wrong or misdescribed

30 days from delivery. If an item arrives broken, is not what was ordered, does not match its description or the live broadcast, or fails within a reasonable time, you are entitled to a repair, replacement or full refund, including the original delivery charge. The seller pays return shipping.

Who pays return shipping

• The seller, where the item is faulty, damaged, wrong or misdescribed.
• You, where you simply changed your mind, unless the seller's own policy says otherwise.

4. What cannot be returned

Change-of-mind returns do not apply to the following, unless the item is faulty, damaged or not as described, in which case they always do:

• Perishable goods: fresh food, flowers, and anything with a short shelf life.
• Personal care, cosmetics, underwear and swimwear where a hygiene seal has been broken.
• Made-to-order, personalised and custom items.
• Digital goods and downloads once accessed.
• Gift cards and vouchers.
• Items clearly listed as final sale, where that was stated prominently before purchase.

5. How a return works

1. Open the order and request a return, saying what is wrong. Photographs help and are required for a damage claim.
2. The seller has 2 working days to respond and to arrange collection or give you a return address.
3. Send the item back, or hand it to the collection service, within 7 days of the return being approved.
4. The seller must inspect and refund within 5 working days of receiving it.
5. The refund goes to the original payment method. Your bank then takes its own time, typically 7 to 14 working days.

6. If the seller does not resolve it

1. If the seller has not responded within 2 working days, or you cannot agree, escalate the order to HUB01 from the order page or write to support@hub01.shop.
2. We will look at the listing, the messages, the broadcast if there was one, and the evidence from both sides.
3. HUB01 can decide the outcome and can refund you directly out of funds otherwise payable to the seller. We aim to decide within 7 working days.
4. Deciding a dispute does not make HUB01 the seller, and does not affect any right you have to pursue the seller yourself.
5. You may also refer a complaint to the UAE Ministry of Economy's consumer protection service, or to the Department of Economy and Tourism in your emirate. Nothing here requires you to use our process first.

7. Refunds

• Refunds go to the original payment method. We cannot refund to a different card or account.
• A full refund includes the original delivery charge where the item was faulty, damaged, wrong or misdescribed, and where you simply changed your mind, it does not.
• Where only part of an order is returned, delivery is refunded proportionately or not at all, depending on whether the remaining items would have carried the same charge.
• A promotional discount is not refunded as cash. If a return takes an order below the threshold that earned free delivery, the delivery charge may be deducted.

8. Obligations on sellers

Every HUB01 merchant must:

• Meet or exceed this policy, and publish their own if it is more generous.
• Respond to a return request within 2 working days.
• Refund within 5 working days of receiving a returned item.
• Not require a customer to accept a store credit instead of a refund where a refund is due.
• Not charge a restocking fee unless it was stated on the listing before purchase and is lawful.

A seller who fails these standards may have payouts held, features restricted, or their store closed under the Merchant Agreement.

9. Contact

support@hub01.shop , include your order number and we will pick it up faster.