Dr. Hilo Collacute Cream – Hydrating Glow with Pearl Powder

Coverage and service provider

Warranty coverage depends on the product, model and authorised agent or supplier in Jordan, together with the product listing, invoice and warranty document. Duration varies and may be one year, 18 months or two years according to the item. Check your product’s coverage and provider before purchase, or send us the model for clarification. The service described in this policy applies within Jordan.

Covered faults and assessment

Manufacturing or performance faults arising under normal use are reviewed under the product’s terms. Technical assessment may be required to identify the cause and confirm coverage. A description or photos help open the request, with diagnosis completed by the agent or service centre where needed. Accessories and parts may have different coverage under the product documentation.

Misuse and paid servicing

Breakage, drops, liquid exposure and misuse-related damage are assessed against their cause and the agent’s terms and may fall outside warranty coverage. If paid servicing or parts are proposed, the cost is communicated for the customer’s approval before work proceeds. Describe what happened accurately and avoid operating a product that may pose a hazard.

What to prepare for a claim

Have your order number or invoice, product name and model, when the problem started and a clear description ready. Include photos or video if possible, and keep the item, accessories and packaging to assist assessment. Our team will confirm which accessories need to be sent for your case. For an issue noticed on first opening, also retain packaging photos and an unboxing video if available.

Service and follow-up steps

Contact Cart with your order number and claim details. We review the request and explain the route to the agent or service centre. Collection through Cart or direct contact details for the authorised provider may be arranged according to the case. After assessment, the findings and proposed remedy are communicated, followed by arrangements for return of the item or the next step. Keep your reference and send updates in the same conversation.

Timing and transport charges

The returns and exchange page lists a usual exchange estimate of 48 hours to 7 business days and a usual JOD 2.5 transport charge. The details applicable to your request are confirmed before arranging service. Repair timing may differ according to assessment, parts availability, the agent’s schedule and holidays, with a case estimate provided when available. Charges apply where properly due under the circumstances and law, and additional costs are explained for approval.

Assessment outcomes, replacement and alternatives

Resolution may involve repair or replacement according to assessment, warranty terms and statutory rights. If repair is not possible, availability of the same item, a suitable alternative or waiting may be discussed. The alternative’s specifications and any price difference are explained before agreement. Refund requests are assessed against the reason for entitlement, law and return policy. Jazdan or electronic wallets are used where the method is lawful and agreed.

Categories with specific terms

Some non-electronic or non-electrical items, such as bags, thermal bottles, books, notebooks, stationery and certain toys, may not carry a repair warranty. Digital cards follow their issue and activation conditions. Manufacturing defects and items not as described are reviewed according to the case, policy and statutory rights. Also review the exclusions listed on the returns and exchange page.

How this relates to returns and exchanges

The return policy provides a 7-day request window from delivery for eligible cases. This is a different process from a fault claim during the warranty period. If the item delivered is incorrect, not as described or has a problem on opening, contact us promptly to identify the appropriate route. Read this policy with the returns and exchange page and product information, subject to statutory rights. Cart coordinates follow-up with the authorised provider while remaining subject to its legal responsibilities.

1. Exchange Policy

1. Governed by the agent's warranty. Exchanges are governed primarily by the warranty period approved by the official, authorized agent of the product in the Jordanian market exclusively.
2. Warranty duration. The warranty period varies from one agent to another according to their policy, and typically ranges between 12 and 24 months, depending on the product, the agent, and their terms.
3. Misuse is not covered. Misuse — such as breakage, exposure to liquids (water or similar), or comparable damage — is not covered by warranty, is considered out of warranty, and falls under paid maintenance. If any parts need to be changed or replaced at an additional cost, the customer is notified first, and the replacement proceeds only with the customer's approval.
4. Coverage area. Warranty and guarantee coverage applies only within the territory of the Hashemite Kingdom of Jordan.
5. Processing time. The exchange process usually takes a minimum of 48 hours and up to 7 business days, depending on the agent's approved policy. Cart Jordan acts as an intermediary to transport the product from the customer to the agent. You may request the agent's official contact details to reach them directly.
6. Delivery fee. A delivery fee of 2.5 JOD usually applies for collecting and exchanging the product. This is a delivery cost paid to a third-party courier that Cart Jordan works with.
7. Inspection by the agent. Some products require inspection by the maintenance department of the product's agent. Therefore, the product must be officially delivered from the customer to the agent. Cart Jordan bears no responsibility if the customer refuses to have the product collected and delivered to the agent's maintenance department, as this is the process required by the authorized agent.
8. Original accessories. For exchanges, it is preferable that the product includes its original items such as cables, chargers, and the box. Some agents may refuse the exchange if the accompanying parts are missing.
9. Photo verification. Cart Jordan reserves the right to request full photos of the product and its box from all sides and angles before confirming the exchange request with the customer, to verify its condition. Otherwise, the exchange request cannot be accepted — especially if the product shows defects, problems, breakage, or even cracks in the box or outer packaging, as this is considered product misuse.
10. Credit via "Jazdan". Any credit resulting from exchange operations in the customer's favor is added directly to the customer's balance on the website through Cart Jordan's approved e-wallet "Jazdan", and can be used on future orders.
11. Unavailable product. If the product to be exchanged is unavailable, the customer has the right to request its replacement with another product from a different company, provided it matches the specifications, or the Cart Jordan team may suggest an alternative product. This is because some products may have been completely discontinued by the parent manufacturer, or their agent may have stopped importing them into the Jordanian market. The customer bears full responsibility if they reject the offered alternative.

2. Return Policy

The customer has the right to request a product return only in the following cases:

1. Not as described. The product does not match the specifications displayed on the Cart Jordan website / app.
2. Wrong product. A completely different product was delivered than the one ordered.
3. Defect on opening. Upon opening the product box, a problem, defect, breakage, or a shortage in the accessories or included parts is found — provided this is proven through a recorded video.
4. Fully sealed. The product is fully sealed in its original condition, unopened from the outer packaging, from the edges, or from the packaging approved by each company or brand.

Additional return terms:

1. Time window. In any of the cases above, the customer may request a return within a maximum period of 7 days only from the date the order was delivered.
2. Not suitable after receipt. The customer is not entitled to submit a return request if the product simply does not suit them after receipt. In this case they are entitled to an exchange with another product similar in specifications or function, subject to all return conditions. Any condition not met means the request cannot be accepted.
3. Refund method. Cart Jordan reserves the right to determine the refund method: either by depositing the order value directly into the customer's "Jazdan" wallet, or by transferring it through e-wallets. Please note that transfers to e-wallets usually take 5 to 7 business days, taking holidays into account should they coincide with the request; holiday days are not counted within this period.
4. Proof required. The customer must provide a clear video of the product to be returned, showing every detail and confirming it is in its original condition from all angles, along with at least 8 to 10 photos plus a clearly resolved video.
5. Collection time & fee. The collection process usually takes between 48 and 72 hours from the date the return request is submitted, taking into account any official holiday or weekend break (which is not counted within this period). Please note that 2.5 JOD will be deducted in lieu of the delivery service for collecting the product from the customer and delivering it to the product's agent. If the customer does not accept this, the return request cannot be executed.

3. Cart Jordan's Role as an Intermediary

Cart Jordan acts as a trusted link between you and the official authorized agent. We handle the collection and transportation of your product to and from the agent, follow up on your request, and keep you informed. However, the final technical decision (repair, replacement, or rejection due to misuse) rests with the authorized agent according to their approved policy. Upon request, we will always provide you with the agent's official contact details so you can communicate with them directly.

4. Products That Cannot Be Exchanged or Returned

For hygiene, safety, and security reasons, the following products are not eligible for exchange or return under any circumstances (except for a proven manufacturing defect upon first use, where applicable by the agent):

1. Laptops
2. Electronic discs
3. Flash memory (USB drives)
4. External hard drives
5. Skincare products and personal-care products, or any product that touches human skin in any form, place, or position
6. Electronic cards of all types, categories, and forms
7. Personal clothing / intimate apparel
8. Dietary supplements, proteins, vitamins, or any product of a similar classification or category

5. General Terms

1. Amendments. Cart Jordan reserves the right to update or amend this policy at any time. The version published on this page is the one in effect.
2. Governing law. These terms are governed by the laws of the Hashemite Kingdom of Jordan.
3. Force majeure. In cases of force majeure or circumstances beyond our reasonable control, the timeframes mentioned here may be adjusted, and we will keep you informed.