Returns & Exchanges

We want every item to arrive just as you expected. If it doesn’t suit you, you can exchange or return it under the terms below.

Return and exchange period

  • You can request a return or exchange within 7 days of receiving your order.
  • If you receive a defective, wrong or incomplete item, please let us know within 24 hours of delivery, with photos, so we can fix it quickly.

Conditions

  • Unused, unwashed and in its original condition.
  • Original tags still attached.
  • In its original packaging, with all accessories.
  • With the order number or invoice.

Exchanges

  • Exchanges are for another size or color of the same product, subject to availability.
  • If the size or color you want is not available, you can return the item for a refund.

How to return or exchange

  • At any H BRAND branch: bring the item with your order number or invoice, with no shipping fee.
  • By courier: we send a courier to collect the item from your address. The customer pays the shipping fee, and we will tell you the amount before the courier is sent.

Steps

  1. Message us on WhatsApp at +966 59 266 0800 within 7 days of delivery, with your order number and a photo of the item, and tell us whether you want an exchange or a return.
  2. Choose to hand over the item at a branch or by courier.
  3. We inspect the item when it arrives and confirm your request.
  4. We send the replacement, or refund you within 7 business days of receiving and inspecting the item.

Refunds

  • Paid by mada, card, Apple Pay or STC Pay: refunded to the same payment method; the time it takes to appear depends on your bank.
  • Paid with Tamara: refunded, or your instalments adjusted, through Tamara under its terms.
  • Cash on delivery or bank transfer: refunded by bank transfer to an IBAN in the name of the person who placed the order.
  • Shipping fees and any cash-on-delivery fee are non-refundable, unless the return is due to a defect or our mistake.

When the mistake is ours

If a product is defective, differs from what you ordered or from its description, or arrives damaged or incomplete, we cover all shipping costs and replace the item or refund the full amount, including shipping.

Non-returnable items

  • Underwear and swimwear, unless still sealed in their original packaging, for hygiene reasons.
  • Perfumes, personal-care and cosmetic products once opened or used.
  • Items showing signs of use, or damage caused by misuse.

Cancelling an order

  • You can cancel free of charge before your order ships, and any amount paid is refunded in full.
  • Once an order has shipped, cancelling it is treated as a return.

Items that don’t meet the conditions

If an item we receive doesn’t meet the return conditions, we will tell you why and send it back to you, and the customer pays the shipping for sending it back.

This policy does not affect your statutory rights if a manufacturing defect appears in the product.

Last updated: 28 September 2026