If you need another size or would like to return a piece, HONS Client Services is here to help. This policy applies to orders placed on hons.sa.

Return and exchange window

You may request an exchange for eligible full-price pieces within 4 days, or a return within 8 days, beginning the day after you receive them. All periods are calendar days. If your order arrives in separate deliveries, the applicable window starts separately for each piece.

Exchanges are subject to availability. We will confirm any price difference and applicable shipping costs before proceeding. If a replacement is unavailable, you may return the eligible piece under this policy and your statutory rights.

Sale pieces

You may request an exchange for sale pieces within 4 days, beginning the day after you receive them, subject to the item condition requirements and availability. Sale pieces are excluded from discretionary returns under the HONS policy.

Your statutory right to withdraw from an online purchase remains available where its conditions are met, including the seven-day period after receipt. Your rights regarding defective, damaged or incorrect pieces remain protected regardless of any discount.

Special pieces and original condition

Pieces made, designed or altered specifically to your requirements are excluded from change-of-mind returns to the extent permitted by applicable law. Pieces that cannot be resold for hygiene reasons under applicable law are also excluded. Your rights regarding defects and non-conformity remain protected.

Please return the piece in its original condition, unworn, unused and undamaged, with its original tags, accessories and packaging, including any branded box, dust bag or authenticity certificate supplied. Keep hygiene seals intact where applicable, try shoes on a clean surface that protects the soles, and protect original boxes with outer shipping packaging.

If a piece arrived defective or with missing packaging or accessories, please let us know. We will take its condition on delivery into account when reviewing your request.

Requesting and sending a return

Contact us within the applicable window at contact@hons.sa or on +966 57 970 3505. Include your order number or electronic invoice, the pieces concerned and whether you would like a return or exchange. We use the date you first contact us to assess whether the request was made in time. We will share return instructions, the return address and any applicable costs before you send the parcel.

Please coordinate with us before shipping, hand the parcel to the courier under the agreed instructions, and keep your courier receipt and tracking number. If you cannot meet the arranged collection or handover date, contact us to reschedule.

 

Shipping costs and refund value

For change-of-mind returns, you cover return shipping unless we agree otherwise. We will explain the refund amount and how original delivery charges are treated based on the reason for the return, the published terms of purchase and your statutory rights. If a piece is defective, arrives damaged or was sent in error by HONS, we cover return shipping and, where applicable, delivery of the replacement.

The refund for a returned piece is based on the amount actually paid for it after the applicable discount, including any tax due for refund. If a partial return means the order no longer qualifies for a promotional gift, please include the gift under the offer terms published at purchase.

If there is a problem with your order

Contact us promptly if a piece is damaged, defective, incorrect or missing, or if your order is marked as delivered but has not arrived. Share your order number, details of the issue and photos if available. Please keep the packaging to help us review the case.

We will review the details with you and explain the appropriate remedy, which may include completing delivery, repair, replacement or refund, depending on the circumstances and your statutory rights. Defect and non-conformity claims are handled under applicable warranty and statutory rights, which remain protected after the change-of-mind window ends.

Inspection and refunds

Once we receive the piece, we will check its condition and let you know the outcome. If we cannot accept the return, we will explain why, how to request a review and how to arrange for the piece to be sent back to you where appropriate.

We issue the refund due without undue delay and within the applicable legal timeframe, using your original payment method where possible. If that method is unavailable, we will contact you to agree on an alternative in accordance with applicable law. For gift purchases, refunds go to the original purchaser’s payment method.

If you paid through an instalment provider offered on the website, the refund is processed through that provider and your payment schedule is updated under its procedures. Please continue to follow the payment obligations shown by the provider until it confirms the update.

We will notify you when the refund is issued. The time it takes to appear in your account or update your instalments depends on your bank or payment provider. Contact us if it is delayed so we can follow up. For cancellations that qualify for a refund without a return, processing begins once cancellation is confirmed.

Cancellations and delivery delays

To request cancellation before dispatch, contact us as soon as possible with your order number. We will confirm the status of your order and whether the shipment can be stopped. If it has been dispatched, we will explain your return options after delivery under this policy and your statutory rights.

If we expect a delay that affects delivery, we will let you know. You may cancel your order and recover the amounts and costs due when the delayed-delivery conditions under Article 14 of the Saudi E-Commerce Law are met.

HONS Client Services and statutory rights

To follow up, make a complaint or request a review of an inspection decision, contact us at contact@hons.sa or on +966 57 970 3505 with your order number and previous correspondence. You may also submit a complaint to the Saudi Ministry of Commerce through its Commercial Report app or by calling 1900.

This policy preserves your rights under the applicable laws of Saudi Arabia. Mandatory legal provisions take precedence over any conflicting term.