Refund policy

Last updated: 16 August 2026

HOHTO, operated by LUCID AXIOM FZE LLC, wants every order to reach you in excellent condition and to meet the product description provided at the time of purchase.

This Return & Refund Policy explains our standard return window, eligibility requirements, damaged or incorrect orders, refunds, exchanges, cancellations, and international returns.

1. Our 7-Day Return Policy

HOHTO offers a 7-day return period from the date your order is delivered, subject to the eligibility requirements below.

To request a return, please contact us within 7 calendar days of delivery.

To qualify for a standard return, the product must be:

unused;
unopened;
in its original packaging;
in resalable condition;
complete with any seals, accessories, reusable sachets, components, or other items originally supplied with the product; and
accompanied by your HOHTO order number or other proof of purchase.

Please contact HOHTO and obtain return instructions before sending any product back.

Items returned without prior authorization may not be accepted.

2. Personal-Care & Hygiene Products

Because HOHTO sells bath, beauty, skincare and personal-care products, hygiene and product integrity are important.

Unless otherwise required by applicable law, we generally cannot accept a change-of-mind return for a personal-care product if:

it has been opened;
a protective or hygiene seal has been broken;
it has been used or partially used;
its contents have been removed or altered;
the packaging has been damaged in a way that makes the product unsuitable for resale; or
the product cannot reasonably and safely be resold for hygiene reasons.

This restriction does not affect your rights where a product is damaged, defective, incorrect, incomplete, not as described, or where applicable consumer law gives you additional rights.

For customers covered by applicable EU distance-selling rules, qualifying online purchases generally have a 14-day withdrawal period; however, sealed goods that are unsuitable for return for health or hygiene reasons may be exempt after the seal is broken.

3. Non-Returnable Items

Unless otherwise required by applicable law, the following cannot normally be returned for change-of-mind reasons:

opened or used Bath Tea;
opened or used Bath Soaks or salts;
opened or used Natural Clays;
opened or used soaps or other personal-care products;
products with broken hygiene or protective seals;
products damaged after delivery because of misuse, improper storage, mishandling, or failure to follow product instructions;
gift cards;
personalized or customized products, if offered;
promotional or complimentary items that were not separately purchased; and
products clearly identified as final sale before purchase.

Candles and other eligible non-personal-care products may be returned within the standard 7-day period if they remain unused, undamaged and in their original resalable packaging.

4. Damaged, Defective, Incorrect or Missing Products

Please inspect your order as soon as possible after delivery.

If an item arrives:

damaged;
defective;
leaking or broken;
incomplete;
materially different from what you ordered; or
incorrectly supplied,

please contact us as soon as reasonably possible.

Please provide:

your order number;
the name of the affected product;
a brief explanation of the issue; and
clear photographs or video where appropriate.

After reviewing the issue, HOHTO may provide an appropriate remedy such as a replacement, refund, repair where relevant, or another resolution required by applicable law.

UAE consumer-protection rules provide remedies in relation to defective goods, including replacement, repair or refund in applicable circumstances.

Do not dispose of a damaged or defective product until our customer-care team has completed its review or advised you to do so.

5. Change-of-Mind Returns

For an eligible change-of-mind return:

the request must be made within HOHTO’s applicable return period;
the item must satisfy the return conditions described above; and
the customer is normally responsible for the cost of returning the item to HOHTO.

Original premium, express or next-day shipping charges are generally non-refundable for a voluntary change-of-mind return, except where applicable law requires otherwise.

If mandatory consumer rules in your country provide stronger rights, those rights will apply.

For qualifying EU withdrawals, consumers generally have a 14-day withdrawal right, and the customer can generally be responsible for direct return costs where appropriately informed in advance.

6. Return Shipping

You must contact us before arranging a return.

Once your return is approved, we will provide the appropriate return instructions and, where applicable, the return address.

Please do not send products to our registered business address without receiving return instructions from HOHTO first.

For voluntary/change-of-mind returns, return shipping costs are normally the responsibility of the customer unless:

HOHTO agrees otherwise;
we supplied an incorrect product;
the product was delivered damaged or defective; or
applicable law requires otherwise.

We recommend using a traceable delivery service when returning products.

HOHTO cannot be responsible for a return shipment that does not reach us unless responsibility legally rests with HOHTO.

7. Refund Inspection and Approval

Once your return is received, we will inspect the item and determine whether it satisfies the applicable return conditions.

We will notify you whether the refund has been approved.

If approved, the refund will normally be issued to the original payment method used for the order, unless another method is required or agreed.

Any applicable mandatory refund deadlines under consumer law will be respected.

For consumers exercising applicable EU withdrawal rights, EU rules generally require reimbursement within 14 days of withdrawal notification, although reimbursement may in certain circumstances be withheld until the goods are returned or evidence of return is provided.

8. Refund Processing Time

After HOHTO processes an approved refund, your bank, card issuer, payment gateway or other financial institution may require additional time before the refunded amount appears in your account.

These external processing times are outside HOHTO's direct control.

If you have received confirmation from us that a refund was issued but it has not appeared after a reasonable processing period, please contact your payment provider first and then contact HOHTO if further assistance is required.

9. Shipping Charges

Where a return is caused by a confirmed HOHTO error or an eligible defective/damaged product, we will handle shipping costs as required by the circumstances and applicable law.

For voluntary change-of-mind returns:

original expedited or premium delivery charges are normally non-refundable; and
return shipping is normally paid by the customer,

except where applicable law provides otherwise.

10. Exchanges

Where available, exchanges are subject to product availability.

To be eligible for a voluntary exchange, the item must normally meet the same eligibility requirements as a return:

unopened;
unused;
in original packaging; and
in resalable condition.

For hygiene reasons, opened or used personal-care products normally cannot be exchanged unless the product is defective, damaged, incorrect or otherwise covered by applicable consumer rights.

If the requested replacement product is unavailable, we may offer another appropriate resolution.

11. Order Cancellations

If you need to cancel an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to accommodate cancellation requests before processing or dispatch.

However, an order cannot be guaranteed to be cancelled once fulfilment, packing or shipping has begun.

If an order has already been dispatched, the applicable return rules will apply after delivery.

12. Refused or Undeliverable Orders

If an order is returned to HOHTO because:

the delivery address supplied by the customer was incorrect or incomplete;
the recipient could not be contacted;
delivery was repeatedly unsuccessful;
the shipment was refused without a valid product-related reason; or
required destination-country charges were not paid,

we will contact the customer regarding the available next steps.

Where legally permitted, original shipping costs, return-to-sender charges, customs charges and any additional re-delivery costs may be deducted from or charged in connection with the resolution.

13. International Returns

Customers outside the United Arab Emirates must contact HOHTO before arranging an international return.

For an eligible voluntary international return, the customer is normally responsible for:

return courier charges;
appropriate packaging;
customs documentation;
import/export-related return formalities; and
any other return costs not caused by HOHTO,

unless applicable law requires otherwise.

If a return is necessary because HOHTO sent the wrong product or the item was confirmed damaged or defective upon delivery, please contact us before incurring return costs so we can determine the appropriate solution.

14. Promotions, Bundles and Gifts

If a product was purchased as part of a bundle, set, multi-buy promotion or other offer, the refund value may reflect the actual discounted amount paid for the returned item.

Where a complimentary item or gift was provided because an order met a specific promotional threshold, we may require the complimentary item to be returned with the qualifying products if returning those products means the original order no longer meets the promotion conditions.

Any such item must also be unused and in appropriate condition.

15. Product Reactions and Individual Preferences

HOHTO personal-care products contain different botanicals, minerals, fragrances and other ingredients depending on the product.

Individual preferences and responses can vary.

A product being unsuitable for an individual's personal preference, scent preference or subjective experience does not by itself mean the product is defective.

If you believe a product is defective, incorrectly labelled, contaminated, damaged or otherwise not as described, please stop using it and contact us.

16. Purchases From Other Retailers

This Return & Refund Policy applies to purchases made directly from the official HOHTO online store.

Products purchased through another retailer, marketplace, distributor or stockist may be subject to that seller's own return and refund procedures.

Please contact the seller from whom the product was purchased.

17. Mandatory Consumer Rights

HOHTO's standard voluntary return window is 7 days.

However, nothing in this policy is intended to exclude, limit or reduce any consumer right or remedy that cannot legally be excluded under the laws applicable to your purchase.

Where applicable law provides: