Buyer Protection
What “every order is protected by Hijabiin” means: what the protection covers, what it does not, its time limits, and how to claim it.
1. The Platform answers for every order
The Platform is the seller in every order, whichever store lists the item, a boutique or the Hijabiin Collection. It is therefore responsible to the customer for the item matching its description, for delivery, returns and refunds, and it issues the invoice in its own name.
2. What the protection covers
- A parcel that is not prepared: if the store rejects the parcel before shipping or cannot prepare it, nothing is collected for cash on delivery, and the full amount is refunded for a transfer payment.
- A return for any reason within three days of delivery — wrong size, damaged item, not as described, or a change of mind — with no return shipping fee; everything paid for the returned parcel is refunded, delivery fee included.
- A damaged item or one that does not match its description: handled through the same return request; photos showing the problem help.
- Payment inside the Platform only: payments go to the Platform's account, not the store's; the Platform team reviews every transfer proof before accepting it, and no payment is ever requested outside the Platform.
- In-store pickup: the parcel is handed over only against the pickup code shown in the account, and the store never sees that code.
- Contact inside the Platform: store phone numbers are not shown, and chat messages containing a phone number, link or e-mail address are refused, so no one is drawn into a deal outside the protection.
3. What the protection does not cover
- A return requested more than three days after delivery.
- An item that has been worn or washed, or has lost its tags or original packaging.
- Custom tailoring requests: they are made to order and are taken back only for a manufacturing defect, under section 18 of the Terms of Use.
- Any payment or arrangement made outside the Platform.
4. How to claim, and the time limits
- A return is requested from the order page in the account within three days of delivery, with the reason and a description if needed.
- The Platform team reviews the request and accepts or refuses it with a reason, and a notification is sent. A refused request can be submitted again with more information; one return request is made per parcel, and once its refund is complete anything further goes through the support centre.
- Once the item arrives and is inspected, the refund is recorded and a notification is sent; the Platform team then transfers the amount to the bank account you specified and a second notification gives the transfer reference; for an order paid on delivery, the amount is instead credited to your account on the Platform as credit, with a single notification.
- For any disagreement a return does not settle, contact the support centre quoting the order number; the Platform decides it in writing.