Refund policy

Last updated: 23rd July 2024

Thank you for shopping with House of Habanero (HOH). We are committed to providing you with high-quality hot sauces and other amazingly tasty food products, and ensuring a satisfying shopping experience. However, we understand that there might be situations where you may need to request a refund, return or cancellation due to unforeseen circumstances. Please review our Refund, Return and Cancellation Policy carefully.

Full refunds:

    Please note that full refunds cannot be processed through the customer login portal, please read and follow the steps below to initiate a request.

    We offer full refunds for the following cases:

    • Defective or Damaged products: If you receive a bottled or packaged food product that is damaged during transit or is defective, please contact us and request for a refund within 5 days of receiving the product. We will provide a full refund upon approval of the request.
    • Incorrect items: If you receive an incorrect bottled or packaged food product in your order, please contact us and request a refund within 5 days of receiving the product. Upon approval of the request we will arrange for the incorrect item to be returned via courier and provide a full refund, OR send you the correct item free of charge.

    To submit a request for Full Refund please follow the below steps:

    1. Take pictures and/or videos of the damaged items making sure to show them within the couriers transport bag or within the original branded bags that the items came in. (For "incorrect items" a picture of the items on their own will suffice.)
    2. Send an email to our customer support team on support@houseofhabanero.ae . Please make sure to include the following information: Email subject = "Full refund request + Order #". Email body = brief description of your case and attach photographic/video evidence.

    What happens next:

    • A member of our customer support team will notify you once we have received and inspected your return request, and let you know if the refund was approved or not. 
    • Depending on the situation, you will be given the option for a full refund (after return of the product/s), OR the option to have the correct products delivered to you. 
    • For the refund option, we will process the refund for the full amount of the product/s, using the same payment method used for the original purchase *.
    • Please allow 14 to 21 days for the refund to reflect in your account, as processing times may vary depending on your bank or payment provider. 

    *Please note: Depending who you are banking with, you may be charged a transaction fee as per your banks policies.

    Returns due to issues with Quality (partial refund):

    If you believe that the quality of the bottled or packaged food product is not up to the standards we advertise, you can request a return with partial refund within 5 days of receiving the product/s.

      Instructions for submitting a return request (partial refund):

      Click the account profile icon in the store's navigation, or go to myaccount.houseofhabanero.ae, and request a return.

      1. Log in to your account:
      2. In the Email field, enter your email address, and then click Continue.
      3. Open the email sent from our store and copy the six-digit verification code included in the email.
      4. Go back to the online store and enter the six-digit verification code.
      5. Click the order that you want to submit the return for.
      6. If your order has multiple items, then select the items that you want to return.
      7. Select a Reason and add a detailed description of the issue.
      8. Click Request return and await for review and approval.

      Fees & non-refundable costs:

      All partial returns are subject to mandatory fees & terms as outlined below:

      • All items may be subject to an additional restocking fee of up to 25% of the value of the product/s.
      • Any shipping and/or delivery fees are non-refundable.
      • Return shipping to be arranged by the customer.

      Return shipping:

      The customer must arrange for return shipping to the address provided below. All items must be packed carefully and returned in undamaged condition. 

      Return address:
      House of Habanero for Food & Beverages Trading
      Dubai Hills Estate
      Maple 2, Unit 425
      Dubai, UAE

      What happens next:

      • After receiving the undamaged goods, we will process the partial refund, using the same payment method used for the original purchase minus the aforementioned Fees *.
      • Please allow 14 to 21 days for the refund to reflect in your account, as processing times may vary depending on your bank or payment provider. 

      *Please note: Depending who you are banking with, you may be charged a transaction fee as per your banks policies.

      Customer cancellations:

      • If you need to cancel your order due to reasons outside of your control, you may request a cancellation PRIOR to the package being dispatched for delivery/shipment.
      • To do so, login to your account and submit a return request (as per the previous Instructions). Please select a valid Reason from the dropdown menu and provide a detailed description.
      Note: Orders that have already been assigned a shipping label, tracking number or that have already been dispatched for shipping may not be cancelled. Cancellation requests will automatically be rejected in such cases.

      HOH cancellations: 

      In rare cases HOH may be required to cancel an order placed by the customer due to circumstances that are out of the control of the company. In such cases HOH will endeavor to get in touch with the customer directly prior to cancellation, however if the company does not receive a response from the customer within 3 days, the order shall be automatically cancelled and a full refund processed.

      Non-refundable and Non-returnable items:

        Certain items are not eligible for refunds or returns due to their nature. These items include:

        • Perishable food products (such as; fresh goods and unpackaged foods) as they have a limited shelf life.
        • Food products with opened packaging or signs of usage, for health and safety reasons.
        • Food products that have been purchased on sale or as part of a batch order (such as; gift boxes or subscription boxes)

        Sole discretion:

        Please note, that it is the sole discretion of HOH to approve or reject all return & refund requests. An HOH support member will get in touch after reviewing each request to determine the appropriate action on a case by case basis.

        HOH endeavours to provide fair assessment and ensure customer satisfaction whenever possible and within reason. 

          Shipping costs: 

            If the return or refund is due to an error on our part (e.g. damaged or incorrect items), we will cover all return shipping costs. If the return is due to reasons other than our error (e.g. quality issues, cancellations), the customer is responsible for return shipping costs as outlined in this policy.

            Customer Support: 

              If you have any issues, questions or concerns about our Refund, Return and Cancellation Policy specific to your request, please don't hesitate to contact our customer support team at support@houseofhabanero.ae 

              The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

              *Please note that our Refund and Return Policy is subject to change without prior notice. It's your responsibility to review this Refund, Return and Cancellation Policy periodically for any updates.

              **By shopping with House of Habanero, you agree to abide by the terms and conditions outlined in this Refund, Return and Cancellation Policy.