Returns & Refund Policy

Our Commitment to Customer Satisfaction

At Regrohair, customer satisfaction is very important to us. We always aim to resolve any issue in a fair, reasonable, and friendly way.
Most concerns can be solved quickly by contacting our support team, and we’re always happy to look for a suitable solution together.

The policies below are in place to ensure clarity, fairness, and consistency for all customers, and to protect both our customers and our business.

If you experience any issue with your order, please contact us first so we can assist you promptly and work toward a proper resolution.

1. Free Returns for Unused Items

Return Eligibility

You are eligible for a free return if:

  • The product is unused and unopened

  • It is in its original condition and packaging

  • The return request is made within 14 days of delivery

For hygiene and safety reasons, opened or used cosmetic products cannot be returned, unless they are defective.

Return Process

To initiate a return:

  1. Contact us at info@regrohair.com with your order number and reason for return.

  2. Wait for return authorization and instructions from our support team.

  3. Send the item back using the provided return instructions.

Returns sent without prior authorization may not be accepted.

Return Costs

  • Unused items: return shipping is free of charge

  • Original shipping fees are non-refundable

2. Damaged or Defective Items

We understand how disappointing it can be to receive a damaged, defective, or incorrect item, and we’ll always do our best to resolve this as quickly as possible.

Customers must contact us before returning or disputing damaged or defective items.

Reporting & Evidence

Claims must be reported within 48 hours of delivery and supported by:

  • Clear photos or videos showing the issue

  • Photos of the shipping label and outer packaging, where applicable

Resolution

In line with consumer law, we reserve the right to offer a replacement as the first solution.
If a replacement is not possible or does not resolve the issue, a partial or full refund will be issued accordingly.

Claims submitted without sufficient evidence or outside the reporting timeframe may not be accepted.

3. Product Not Received (PNR)

If tracking information shows “Delivered”, the order is considered fulfilled.

If you believe your order has not been received:

  • Please contact us promptly so we can investigate with the carrier

  • Claims must be reported within a reasonable timeframe after delivery

We will assist with carrier investigations where possible. However, once delivery is confirmed by the carrier, refunds for non-receipt may not be issued.

4. 90-Day Satisfaction Guarantee (Separate Policy)

Our 90-Day Satisfaction Guarantee applies exclusively to dissatisfaction with results after consistent use of the product.

  • No physical return is required under this guarantee

  • This guarantee is voluntary and separate from this Returns & Refund Policy

  • It does not apply to unused returns, damaged items, shipping issues, or delivery disputes

Full details of the Satisfaction Guarantee are available on the product page.

5. Chargebacks & Disputes

To ensure we can assist properly, customers are required to contact us first so we can attempt to resolve any issue.

If a chargeback is initiated without prior contact, we will respond using tracking data, delivery confirmation, and evidence on file. In such cases, the outcome will be determined by the card issuer, and we may be unable to offer an alternative resolution.

6. Refund Processing

Once a return or claim is approved:

  • Refunds are processed within 7 business days

  • Refunds are issued to the original payment method

  • Processing times may vary depending on your bank or payment provider

7. Contact Information

Regrohair
Email: info@regrohair.com

Customer Support Hours:
Monday – Friday, 9:00 AM – 5:00 PM (CET/CEST)
We aim to respond within 1–2 business days.