Refund policy

We want you to be happy with your NOWHYDRATE purchase. This policy explains when you can return a product, how refunds are processed, and how to cancel or change an order or a subscription.

Nothing in this policy limits any rights you may have under applicable UAE consumer protection laws.

CHANGE-OF-MIND RETURNS

If you change your mind about your purchase, please contact us within 7 days of receiving your order to request a return.

For health, hygiene and product-safety reasons, we can generally only accept returns of products that are unopened, unused, sealed and in their original packaging, except where a product is defective, damaged or supplied incorrectly.

Return eligibility

To qualify for a change-of-mind return:

Products must be unopened, unused and in their original sealed packaging.
Products must be returned in a condition suitable for resale.
Any complimentary products or gifts included with the purchase must also be returned unopened and unused.
The return request must be made within 7 days of delivery.
You must follow the return instructions provided by our customer support team.

We reserve the right to decline returns that do not meet these requirements.

HOW TO START A RETURN

Before returning any product, please contact our customer support team for return instructions. Products returned without prior authorization may experience delays in processing and may not be eligible for a refund.

Do not send products to an address without first receiving return instructions from the NOWHYDRATE team.

Unless the product is defective, damaged, incorrect or otherwise required by applicable UAE law, return delivery costs are the responsibility of the customer. We recommend using a trackable delivery service when returning an order. NOWHYDRATE cannot issue a refund for a returned package that we do not receive.

OPENED PRODUCTS

Due to the consumable nature of NOWHYDRATE products, we generally do not accept returns of opened or partially consumed products unless the product is defective, damaged, incorrect or otherwise eligible for return under applicable UAE law.

If you experience an issue with the quality of a NOWHYDRATE product, please contact us with your order number, batch information where available, and details of the issue so that our team can investigate.

DAMAGED, MISSING OR INCORRECT ORDERS

If your order arrives damaged, incomplete or incorrect, please contact us within 48 hours of delivery.

Please provide:

Your order number
A description of the issue
Clear photographs of the products received
Photographs of the outer packaging (where applicable)

We may require this or additional information before approving a replacement or refund. Once the issue has been verified, we will arrange an appropriate replacement or refund at no additional cost to you.

REFUNDS

Once an eligible return has been received and inspected, we will process the applicable refund to the original payment method used for the purchase.

Please allow reasonable processing time after your refund has been approved. The time taken for the refunded amount to appear in your account may vary depending on your bank, card issuer or payment provider.

Original delivery charges, where applicable, are non-refundable for change-of-mind returns.

Where an order was purchased as part of a promotion, bundle, discount or free-gift offer, the value of the refund may be adjusted to reflect the products actually retained by the customer.

ORDER CHANGES AND CANCELLATIONS

Changing or cancelling an order

If you have placed an order and would like to change or cancel it, please contact us as soon as possible. If your order has not yet entered the fulfilment or dispatch process, we will do our best to modify or cancel it.

Once an order has been packed, handed to the courier or dispatched, we may no longer be able to modify or cancel it. You may instead request a return in accordance with this policy.

Duplicate orders

Customers are responsible for reviewing their order before completing checkout. If you accidentally place a duplicate order, please contact us immediately. If the duplicate order has not yet been processed or dispatched, we will do our best to cancel it. If it has already been dispatched, the standard return conditions outlined above will apply.

SUBSCRIPTIONS

If you purchase NOWHYDRATE through a recurring subscription, you may cancel your subscription through your account on our website or by contacting our customer support team.

Cancellation will apply to future subscription orders that have not already entered processing or fulfilment. If a recurring order has already been processed, packed or dispatched before the subscription cancellation is received, that order may not be cancellable and our standard return policy will apply.

Once your subscription has been successfully cancelled, you will not be charged for future subscription orders unless you reactivate or create a new subscription.

UNDELIVERED AND RETURNED-TO-SENDER ORDERS

If an order cannot be delivered because of an incorrect or incomplete address, unavailable recipient, failure to respond to the courier, or another circumstance attributable to the customer, the order may be returned to us.

Once the order has been returned and inspected, we may:

Refund the value of eligible products, less any applicable original or return delivery charges; or
Arrange redelivery after payment of any additional delivery charges.

If an order is returned because of an error by NOWHYDRATE or our delivery partner, we will arrange an appropriate replacement, redelivery or refund at no additional cost to you.

REFUSED PACKAGES

We strongly recommend accepting your delivery and contacting us directly if you wish to arrange a return.

If you refuse delivery without contacting us, the courier may charge a return-to-sender fee. This cost may be deducted from any refund due. A refund can only be processed once the refused shipment has been returned to and received by our fulfilment facility.