Shipping policy

90-Day Return & Refund Policy

We offer a 90-day return policy, which means you have 90 days after receiving your item to request a return.

1. Return Eligibility & Strict Conditions
Due to hygiene and personal safety standards for hair care and cosmetic products, items that have been opened, unsealed, tested, or used are strictly non-returnable and non-refundable.

To be eligible for a return, your item must meet all of the following requirements:
* It must be 100% unopened, unused, unworn, and in the exact original condition that you received it.
* The original protective factory seal, tags, and shrink wrap must remain completely intact.
* It must be returned in its original, undamaged product packaging.
* You must provide a valid receipt or proof of purchase along with an authorized Return Merchandise Authorization (RMA) number.

Items sent back to us without first requesting an official RMA number will be automatically rejected and discarded.

2. Damages and Issues
Please inspect your order immediately upon delivery. If the item is defective, damaged, or if you received the wrong item, you must contact us at supportserumcapilar@gmail.com within 48 hours of delivery so that we can evaluate the issue and make it right.

3. Non-Returnable Items & Exceptions
The following items cannot be returned under any circumstances:
* Opened, unsealed, or used personal care goods (including serums, cosmetics, and hair treatments).
* Sale items, promotional bundles, or gift cards.
* Custom or personalized orders.

4. Order Cancellations
Orders can only be canceled within 12 hours of purchase. Once an order enters our automated warehouse fulfillment cycle after 12 hours, it cannot be canceled or modified. You may initiate a return request once the physical package is delivered, provided all return eligibility conditions are met.

5. Return Shipping & Processing Fees
* Return Shipping Costs: The customer is strictly responsible for paying all return shipping costs. Return shipping costs are non-refundable. We strongly recommend using a trackable shipping service with insurance, as we are not responsible for lost or damaged return packages.
* Restocking Fee: A non-refundable restocking fee of $5.00 (or 15% of the item's order value) will be deducted from your total refund amount to cover warehouse handling, processing, and restocking expenses.
* Original Shipping: Original shipping charges paid at checkout are non-refundable.

6. European Union 14-Day Right of Withdrawal
If merchandise is being shipped into the European Union, customers retain the right to cancel or return their order within 14 days of delivery. However, the item must remain strictly unopened, unused, with all hygiene seals intact, and in its original packaging as permitted by EU law regarding sealed personal health and cosmetic items.

7. Refund Approval & Processing
Once your returned package is received at our international warehouse and undergoes a mandatory physical quality inspection, we will notify you of the approval or rejection of your refund. 

If approved, the refund will be processed minus restocking and original shipping fees, and applied to your original payment method within 10 to 14 business days. 

To initiate a return request, contact us at: supportserumcapilar@gmail.com.