Shipping & Returns Policy
Last updated: August 22, 2025
Thank you for choosing HOCL Hub. This policy covers our shipping and returns procedures across all our operational regions. For region-specific details, please visit your regional website.
Regional Operations Overview
We provide different shipping and returns services based on your location and our operational structure:
UK Operations: Direct shipping and returns – uk.hoclhub.com/shipping-returns
UAE Operations: Regional shipping across Middle East – uae.hoclhub.com/shipping-returns
US Distribution: Authorized distribution network – us.hoclhub.com/shipping-returns
International Shipping: Select regions worldwide – See International section below
Returns Policy
Return Timeframes
- Notification Required: Contact us within 3 days of receiving your package
- Return Shipping: Items must be shipped back within 5 days of notification
- Processing Time: Allow 5-7 business days for return processing after we receive your item
Return Conditions
All returned items must be:
- In new, unused condition
- In original packaging with tags and labels attached
- Include proof of purchase (order number or receipt)
Damaged Items
If you receive a damaged item:
- Take photos or video of the damage before use
- Email evidence to info@oldhoclhubxr.cranberrymktg.uk immediately
- Do not use the damaged product
- We will arrange replacement or refund at no cost to you
Return Process by Region
UK Returns
- Contact: info@oldhoclhubxr.cranberrymktg.uk
- Return Shipping: Customer responsibility unless item is defective
- Processing: 5-7 business days after receipt
UAE & Middle East Returns
- Contact: info@oldhoclhubxr.cranberrymktg.uk
- Return Pickup Available: Yes, for AED 17 fee
- Undelivered Package Fee: AED 6 per order
- Processing: 5-7 business days after receipt
US Distribution Returns
- Contact: info@oldhoclhubxr.cranberrymktg.uk
- Process: Handled through our authorized US distribution partners
- Shipping: Customer responsibility unless item is defective
- Processing: 7-10 business days (includes distribution processing)
International Returns
- Contact: info@oldhoclhubxr.cranberrymktg.uk
- Return Shipping: Customer pays return shipping (same rate as original delivery)
- Customs: Customer responsible for any return customs fees
- Processing: 10-14 business days (includes international shipping time)
Shipping Policy
Shipping Regions
Direct Operations:
- United Kingdom: Full UK shipping coverage
- UAE: Comprehensive Middle East shipping (UAE, Saudi Arabia, Bahrain, Oman, Kuwait, Qatar)
Authorized Distribution:
- United States: Coverage through distribution network
International Shipping:
- Select Countries: Based on export regulations and shipping partnerships
- Restrictions Apply: Some products may not be available for international shipping
Shipping Rates & Delivery Times
UK Shipping:
- Standard: 2-3 business days
- Express: Next business day
- Rates calculated at checkout
UAE/Middle East Shipping:
- Standard: 2-3 business days (UAE), 5-7 business days (other GCC)
- Express: Next day (Dubai only)
- Rates vary by destination
US Distribution:
- Processing: 2-3 business days
- Delivery: 3-7 business days depending on location
- Handled by authorized distribution partners
International Shipping:
- Processing: 2-3 business days
- Delivery: 7-21 business days depending on destination
- Customs processing may cause additional delays
Order Processing
Standard Processing Time: 1-2 business days (excluding weekends and holidays)
High Volume Periods: Processing may extend to 3-4 business days during peak periods
Processing Locations:
- UK orders: Processed from UK operations
- UAE/Middle East orders: Processed from UAE operations
- US orders: Processed through authorized distribution
- International orders: Processed from nearest operational center
Important Information
Tracking & Confirmation
- Shipping confirmation email sent when order ships
- Tracking numbers provided for all shipments
- Tracking active within 24 hours of shipment
Customs & Duties
- International Orders: Customer responsible for all customs duties, taxes, and fees
- Product Documentation: We provide all necessary export documentation
- Delays: Customs processing may cause delivery delays beyond our control
Product Availability
- Some products may have regional restrictions
- Certain chemicals subject to export/import regulations
- Alternative products may be suggested for restricted items
Liability Limitations
- Shipping Damage: Contact carrier for damage claims during shipping
- Lost Packages: We assist with carrier claims but cannot guarantee recovery
- Customs Issues: Customer responsible for compliance with local regulations
Refunds
Processing Time
- UK/UAE Operations: 5-7 business days after item receipt
- US Distribution: 7-10 business days (includes distribution processing)
- International: 10-14 business days (includes verification time)
Refund Method
- Refunds processed to original payment method
- Bank processing may take additional 3-5 business days
- Currency conversions handled by payment processors
Partial Refunds
May apply for:
- Items not in original condition
- Items missing original packaging
- Items returned outside return window (at our discretion)
Exceptions & Special Cases
Defective Products: Full refund or replacement at no cost to customer
Wrong Item Shipped: We cover all return shipping and replacement costs
Change of Mind: Customer responsible for return shipping costs
International Compliance Issues: Returns accepted if product cannot be legally imported
Contact Information
Global Support
- Email: info@oldhoclhubxr.cranberrymktg.uk
- Phone: +971-50-2880155
- Live Chat: Available on website during business hours
Regional Support
- UK Operations: uk.hoclhub.com/contact
- UAE Operations: uae.hoclhub.com/contact
- US Distribution: us.hoclhub.com/contact
Business Hours
- UAE Operations: Sunday-Thursday, 9:00 AM – 6:00 PM GST
- UK Operations: Monday-Friday, 9:00 AM – 5:00 PM GMT
- US Distribution: Monday-Friday, 9:00 AM – 5:00 PM EST (through authorized partners)
Regional Policy Links
For detailed region-specific information:
- UK Customers: uk.hoclhub.com/shipping-returns
- UAE/Middle East: uae.hoclhub.com/shipping-returns
- US Customers: us.hoclhub.com/shipping-returns
- International: Contact info@oldhoclhubxr.cranberrymktg.uk for specific country information
By placing an order with HOCL Hub, you agree to this Shipping & Returns Policy and the specific terms applicable to your region. This policy is subject to local laws and regulations in your jurisdiction.