Shipping & Returns Policy
Can’t find what you’re looking for? Our team is available via the Contact Us page or by WhatsApp – links at the bottom of each section.
Where We Ship
| Region | Coverage | Fulfilled by |
|---|---|---|
| United Kingdom | Great Britain, Northern Ireland | HOCL Hub Ltd (UK operations) |
| UAE & GCC | UAE, Saudi Arabia, Bahrain, Oman, Kuwait, Qatar | HOCL Trading (UAE operations) |
| United States | Contiguous USA | Authorised US distribution partner |
| International | Select countries — contact us to confirm | Nearest operational centre |
Some products may not be available for all regions due to export or import regulations. Where a product cannot be shipped to your location, we will tell you at checkout or contact you after the order if the restriction is identified after payment.
Delivery Times & Costs
| Region | Standard | Express | Rates |
|---|---|---|---|
| UK | 2–3 business days | Next business day | Free (retail orders) |
| UAE (Dubai & Abu Dhabi) | 1–2 business days | Same day (Dubai only, where available) | Free on orders over AED 150 (retail orders) |
| Other GCC | 5–7 business days | Not available | Shown at checkout |
| US | 5–10 business days (including processing) | Contact us | Shown at checkout |
| International | 7–21 business days (customs may add time) | Not available | Shown at checkout |
All delivery times are from dispatch, not from order. Standard processing time is 1–2 business days. During high-volume periods this may extend to 3–4 business days — we will let you know.
Free shipping: Free standard shipping applies to all retail orders in the UK (no minimum) and to retail orders over AED 150 in the UAE. Free shipping does not apply to wholesale, white label, private label, or other B2B orders — shipping costs for those are agreed separately at the time of enquiry.Tracking information is sent by email when your order ships. Tracking is active within 24 hours of dispatch.
Customs, Duties & Taxes
For international orders outside our direct regions: import duties, taxes, and customs clearance fees are your responsibility. We provide all necessary export documentation with international shipments. Delays caused by customs are outside our control.
UAE customers: 5% VAT is included in the displayed price where applicable, in accordance with UAE VAT regulations.
UK customers: UK VAT is included in displayed prices where applicable
Returns
UK customers — your statutory rights
If you are a UK consumer, you have statutory cancellation and return rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. These are set out below. They cannot be limited or excluded by our policy.
- Right to cancel: you have 14 days from the day you receive your order to cancel — no reason required. To cancel, email info@hoclhub.com or use the contact form on uk.hoclhub.com/contact.
- Right to return: once you have notified us of your cancellation, you have 14 days to return the goods. Return postage is at your cost unless the item is faulty or not as described.
- Right to refund: we will refund you within 14 days of receiving your return, or within 14 days of you providing proof of return — whichever is earlier. Refund to original payment method.
- Faulty goods: if goods are faulty, not as described, or unfit for purpose, you are entitled to a full refund within 30 days of purchase — no return postage cost to you.
UAE customers
- Notify us within 3 days of receiving your order: info@hoclhub.com
- Items must be in original, unused condition with original packaging
- Return pickup available at AED 17 (arranged by HOCl Hub)
- Undelivered package re-delivery fee: AED 6 per attempt, charged by our logistics partner
- Refund processed within 5–7 business days of receiving the return
US customers
- Notify us within 7 days of receiving your order: info@hoclhub.com
- Returns handled through our authorised US distribution partner
- Return postage at customer cost unless the item is defective
- Refund processed within 7–10 business days of receiving the return
International customers
- Notify us within 7 days of receiving your order: info@hoclhub.com
- Return postage at customer cost
- Customer responsible for any return customs fees
- Refund processed within 10–14 business days of receiving the return
Damaged or Wrong Items
If your order arrives damaged or we send the wrong item:
- Take photos before using or opening the product
- Email info@hoclhub.com within 48 hours of delivery with your order number and photos
- Do not use the product
We will arrange a replacement or full refund at no cost to you. Return postage is covered by us in all cases of damage or incorrect dispatch.
Refund Method & Timing
Refunds are processed to your original payment method. Bank processing may take an additional 3–5 business days after we issue the refund, depending on your card provider.
Partial refunds may apply where items are returned outside the permitted window, are missing original packaging, or are returned in used condition — at our reasonable discretion.
Contact
| info@hoclhub.com | |
| Phone | +44 7508 221660 |
| UAE business hours | Sunday–Thursday, 9:00 AM – 6:00 PM GST |
| UK business hours | Monday–Friday, 9:00 AM – 5:30 PM GMT |