At HOCL Labs, we strive to ensure that our customers are completely satisfied with their purchases. If for any reason you are not fully content with your order, please review our Refund and Return Policy to understand how we can assist you.

 

1. Eligibility for Returns

We accept returns on products that meet the following conditions:

  • Timeframe: You must initiate a return request within 30 days of receiving your order.
  • Condition of Products: Products can be unused, unopened, and in their original packaging. 
  • Proof of Purchase: A valid receipt or proof of purchase is required to process any return or refund.

2. Non-Returnable Items

For the safety and well-being of our customers, the following items are non-returnable:

  • Gift cards or promotional items.
  • Items purchased on final sale or with a “no return” label.

3. Return Process

To initiate a return, follow these steps:

  1. Contact Us: Reach out to our customer service team at [email protected] or [Phone Number] with your order number and reason for return.
  2. Receive Instructions: We will provide you with return instructions, including the return shipping address.
  3. Ship the Product: We are responsible for covering the cost of return shipping unless the item was received damaged or defective. Ensure the item is securely packaged to prevent damage during transit.
  4. Inspection and Processing: Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria. We will notify you of the approval or rejection of your return.

4. Refunds

If your return is approved, you can expect a refund within 7-10 business days of our receipt and approval of the returned item. The refund will be applied to a payment  method of your choice.

Please note the following:

  • Shipping Costs: Shipping charges are also refundable.
  • Partial Refunds: In some situations, we may issue partial refunds for items that are returned in less-than-perfect condition, or that were received after the 30-day return window.

5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a damaged or defective product, please contact us at [email protected] and provide details and images of the issue. We will arrange for a replacement item to be sent to you at no additional cost.

6. Damaged or Defective Products

If you receive a damaged or defective item, please contact us within 72 hours of delivery. Provide photos and a detailed description of the issue so we can resolve the matter promptly. We will cover the return shipping costs and offer either a replacement or a full refund.

7. Cancellations

If you wish to cancel an order, please contact us immediately. If your order has not yet been shipped, we will cancel it and provide a full refund. If the order has already been shipped, you will need to follow the return process.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please:

  1. Check with your bank or credit card company, as processing times can vary.
  2. Contact us at [email protected] if the issue persists, and we will help resolve the delay.

9. Contact Us

If you have any questions regarding our Refund and Return Policy, please contact our customer support team at:

HOCL Labs
Dusseldorf Business Point Office #902 – Al Barsha 1 – Dubai
Email: [email protected]
Phone: