Our Return Window
We offer a sixty-day return window on all products purchased through this website. This means you have sixty days from the date you receive your order to initiate a return. If sixty days have passed since delivery and you have not initiated a return, we unfortunately cannot accept the return or issue a refund.
We chose sixty days deliberately. Many retailers offer thirty days or less, which can feel rushed, especially if you are trying a product for the first time and want to give it a fair chance. Sixty days gives you enough time to use the product consistently, observe how your hair and scalp respond, and make an informed decision about whether it is right for you. We would rather you take your time and be satisfied than feel pressured to decide before you are ready.
The sixty-day window applies to all customers and all products unless a specific product page states otherwise. If a product has a different return window, that information will be clearly disclosed on the product page before you purchase.
Eligibility for Return
To be eligible for a return, the item must be in a condition that allows us to reasonably verify that it was purchased from us and that it has not been used beyond what is necessary to assess its suitability. We understand that you may need to open a package and try a product to know whether you want to keep it. That is a normal part of shopping for personal care items, and we do not penalize customers for doing so.
However, we cannot accept returns on items that have been substantially consumed, altered, or damaged after delivery beyond normal use for assessment. For example, if a bottle is mostly empty, if a product has been mixed with something else, or if the packaging has been destroyed in a way that prevents resale or verification, we may decline the return or issue a partial refund.
We also cannot accept returns on products that were marked as final sale at the time of purchase, if such products are offered. Any final sale designation will be clearly disclosed on the product page and at checkout before you complete your purchase. We do not use final sale designations as a hidden limitation; if a product cannot be returned, you will know before you buy it.
How to Initiate a Return
To initiate a return, please visit the Contact page on this website and send us a message indicating that you would like to return an item. Please include your order number and the name of the product you wish to return. If you have multiple items in your order and only want to return some of them, please specify which items.
We will respond with instructions on how to proceed. This may include providing a return address, guidance on packaging the item, and any other information needed to complete the return. Please do not send items back to us without first contacting us through the Contact page, as we may not be able to identify or process returns that arrive without prior coordination.
We aim to respond to return requests promptly. If you have not received a response within a reasonable time, please check your spam or promotions folder and then follow up through the Contact page. We do not ignore return requests, but email delivery issues can occasionally cause messages to be missed.
Return Shipping Costs
We do not charge a restocking fee on returns. The amount you receive as a refund will be based on the purchase price of the returned item, not reduced by a restocking or processing fee.
For return shipping, the responsibility depends on the reason for the return. If the return is due to an error on our part, such as receiving the wrong item or a defective product, we will cover the cost of return shipping or provide a prepaid return label where feasible. If the return is due to a change of mind or because the product did not work as you hoped, the cost of return shipping is your responsibility.
We understand that return shipping costs can be a barrier, especially for international customers. If you are unsure about whether a product is right for you, please reach out through the Contact page before purchasing and we will do our best to help you choose the most suitable option. We would rather help you make the right choice upfront than have you incur the cost and hassle of a return.
Refund Processing Time
Once we receive your returned item, we will inspect it to confirm that it meets the eligibility criteria described above. After inspection is complete, we will process your refund. Refunds are typically processed within five to ten days after we receive the returned item. This window includes the time required for inspection and for the refund to be initiated on our end.
The time it takes for the refund to appear in your account after we initiate it depends on your payment method and financial institution. Credit card refunds may take additional business days to post to your statement. Payment processor refunds may also have their own timelines. We will notify you when the refund has been initiated, and you can monitor your account for the credit. If more than ten days have passed since we confirmed receipt of your return and you have not received a refund, please contact us through the Contact page so we can investigate.
Refunds will be issued in the same currency and to the same payment method used for the original purchase. We do not issue refunds in a different currency or to a different payment method. If your original payment method is no longer available, please contact us to discuss alternative arrangements before returning the item.
Partial Refunds and Deductions
In most cases, approved returns receive a full refund of the purchase price of the returned item. However, there are circumstances in which a partial refund may be appropriate. These include situations where the returned item shows signs of use beyond what is reasonably necessary to assess suitability, where components or packaging are missing, or where the item has been damaged after delivery due to customer handling.
If we determine that a partial refund is warranted, we will explain the reason clearly. We do not make arbitrary deductions. Any reduction from the full purchase price will be based on a specific, identifiable factor that affects the value or resalability of the returned item. If you disagree with a partial refund decision, you may contact us through the Contact page to discuss the matter further.
We do not deduct original shipping costs from refunds, because shipping was free. The full purchase price is the starting point for any refund calculation.
Exchanges
We do not currently offer direct exchanges. If you would like to receive a different product instead of a refund, the most efficient process is to return the original item for a refund and place a new order for the product you want. This ensures that you receive the correct item promptly and that the return and new purchase are tracked separately and accurately.
If you are returning an item because it was defective or because you received the wrong product, please contact us through the Contact page before placing a new order. We may be able to expedite the resolution or provide guidance that saves you time and expense.
Defective or Incorrect Items
If you receive an item that is defective, damaged, or different from what you ordered, please contact us through the Contact page as soon as possible. Please include your order number and a description of the issue. Photographs of the defect or damage are helpful and may be requested.
We will work with you to resolve the issue. Depending on the circumstances, we may offer a replacement, a full refund, or another appropriate remedy. In cases of our error, we will cover the cost of return shipping or provide a prepaid label. We do not expect you to bear any cost or inconvenience when the problem originates on our end.
Please inspect your order upon delivery. While we encourage you to report issues promptly, we understand that sometimes a defect is not apparent until the product is used or examined more closely. The sixty-day return window applies to defective items as well, though we appreciate early notification so that we can address the issue quickly.
Non-Returnable Items
Certain items may not be eligible for return due to their nature or applicable regulations. These may include items that have been opened and cannot be resold for hygiene reasons, items that were customized or personalized at your request, and items marked as final sale at the time of purchase.
We do not currently sell customized or personalized products, so this limitation is unlikely to apply to most customers. If a product is non-returnable for any reason, that information will be clearly stated on the product page and at checkout. We do not hide return limitations in fine print.
Returns After the Window Has Passed
If you contact us after the sixty-day return window has expired, we are generally unable to accept the return or issue a refund. We encourage you to initiate any return as soon as you decide the product is not right for you, rather than waiting until the end of the window.
In exceptional circumstances, such as a documented medical emergency or a significant carrier delay that prevented you from assessing the product within the window, we may consider a late return on a case-by-case basis. These decisions are at our discretion and are not guaranteed. If you believe you have a circumstance that warrants an exception, please contact us through the Contact page and explain the situation.
Chargebacks
We ask that you contact us through the Contact page before initiating a chargeback with your bank or payment provider. In most cases, we can resolve the issue more quickly and directly than a formal dispute process. Chargebacks are time-consuming for everyone involved and often result in delays that could have been avoided with a simple message to our customer service.
If a chargeback is filed without prior contact, we will respond through the dispute process with the relevant order and delivery information. We reserve the right to contest chargebacks that we believe are unwarranted, including those filed after the return window has expired or after a return has already been processed.
Changes to This Refund Policy
We may update this Refund Policy from time to time. The version posted on this website at the time of your purchase is the version that applies to that purchase. We encourage you to review this policy before placing an order. Material changes will be reflected in the policy text on this page.
For any return or refund questions not addressed here, please visit the Contact page on this website.
