Returns & Refund Policy

We are committed to enabling you to make returns easily, so please ensure your returns meet the conditions set out in this Returns & Refund Policy.

Important note on returns access

To process a return, customers are required to log in via our secure returns portal. This applies whether or not you created an account at checkout. You can log in using the email address used for your order and a one-time login code sent to your email.

UAE

We are pleased to offer free returns which allows you to return eligible items to us up to 5 days after receipt of your order, free of charge. Please note there is only one free return per order. For any additional returns, a charge will apply.

Rest of World

It is the customer’s responsibility to courier returnable items to us and we do not cover the cost of international returns. We recommend sending the merchandise back to us using the most cost-effective shipping option available that includes tracking. Hi Maintenance is not liable for any duties, taxes, customs charges or other fees incurred with international shipping.

Returns Conditions

In order to qualify for a refund, all returnable items must be returned to us within 5 days of order receipt and must meet the following conditions:

Items must be returned unused and in full sellable condition – unworn, unaltered, with all tags and labels still attached and in the original packaging.
Items that are damaged, marked, soiled, or smell of perfume or products will not qualify for a refund and Hi Maintenance reserves the right to refuse a refund under any of these circumstances.
Jewellery items are non-returnable and non-refundable.
Sale items may be returned for store credit only.
We reserve the right to monitor returns and to refuse orders from customers with excessive return levels.

Returns Process

Log in using the email address associated with your order. A one-time login code will be sent to your email (an account is not required).
Enter your order number if prompted.
Select the items you wish to return and the reason for return.
Select your preferred refund method.
Submit your return request.

We will email you within 24 hours (during the working week) to make arrangements for the return. For return requests made on Fridays, Saturdays, and public holidays, we will respond on the next working day.

Pack your return exactly as it was received.

For returns within the UAE, our courier will contact you to arrange collection.

For international returns, please arrange your own courier with tracking to return the item to us.

Refund Process

You must follow the Returns Process outlined above. Once we have received, checked, and approved your return, the following will apply:

Refundable items paid for by card will be refunded directly to the original card used for payment. Please allow 10–14 days from confirmation of your refund for the funds to be credited back to you.

Card payment refunds will be processed only through the original method of payment.

You may choose to receive store credit, which has no expiry date.

Sale items will be refunded as store credit only, with no expiry date.

For refundable items paid for by cash on delivery (COD), store credit will be issued with no expiry date.

For items purchased using a Gift Card, the refund will be applied back to the Gift Card.

Exchanges

If you wish to exchange a product, please return the unsuitable item following the above process and place a new order.

Order Cancellations

If you wish to cancel an order, please email returns@himaintenance.ae. If the order has not yet been dispatched, we will do our best to cancel it. If the order has already been dispatched, cancellation will not be possible and you may return eligible items by following the returns process above.

Faulty or Damaged Items

We pride ourselves on the highest quality products. If your item arrives damaged or with a fault, please contact us as soon as possible at returns@himaintenance.ae so we can assist you.