We have created products that are aimed to help improve the overall health, strength and length of your hair from the inside out and it is so important to us that as our customer, you receive the best experience with us possible.
Problem with your order:
Should any issues arise with your order upon receipt, kindly reach out to our customer care team within 48 hours of your order showing as ‘delivered’ on the tracking from the courier. This is to allow us sufficient time to investigate and resolve the matter for you. Please note that we cannot guarantee that late requests will be accommodated.
If your order arrives to you with missing products not included in your order upon delivery, you must make our customer care team aware of this within 48 hours of receiving your order. If this is not complied with, our team would be unable to investigate this further and are eligible to not send out any of the missing items.
Please note that all products are sold within a minimum of 60 days, however if this is shorter we will disclose this on the product page before you purchase. We expect customers to start using the products once they have received these to ensure they are using within the best before date, we do not suggest to ‘stock up’ as we can’t guarantee the dates will be long enough up till when you plan to take these. You are not eligible to request a replacement or refund if we have disclaimed this information of a shorter date on site before purchasing or if the products you have last within the time we expect you to have used them by and all are in date.
Refunds (If Applicable):
Once your return is received and inspected, we will send you a email to notify you that we have received these item(s). We will also inform you of the approval or rejection of your refund depending on how these are returned.
If you are approved, then we will refund you back on the payment method you used when originally placing the order with us which can take between 7-10 working days of the refund being confirmed by the team. Please note we are not responsible for the returning of your items and if these get lost in transit, we cannot refund you for the items, this is why we recommend putting any returns on trackable service.
Please note if there is a problem with your order you must provide an image of the packaging your parcel came in, the label found on the box and the products you received. Without this information our warehouse team/ couriers are unable to look into this for you and offer you a refund or replacement.
Kindly be advised that upon the return of your order to our warehouse, our team will promptly assess the situation and determine an appropriate solution, whether it be a refund or a replacement. This process will be completed within 14 days of receiving the returned items, aligning with the guidelines outlined in the Consumer Act 2015.
Refunds on shipping fee
If you have paid shipping on your order, please note we will not refund you for your shipping costs, we will only do this in the instance where the fault has occurred with either ourselves or the courier. For example, we cannot refund your shipping in cases where you have decided you no longer want your order and this has already been shipped out by us or you have missed the delivery as it is your responsibility to check this throughout the delivery. The refund for the shipping would only be included in your refund total if the errors is ours.
We cannot refund any item if:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery, this does not apply if there has been delays in this coming back to us as long as we can see on the tracking information the return was issued before the time given.
- Any items you return back to us at your own accord and these become lost in transit and never reach our Returns department. we hold no responsibility for and will not refund.
- We cannot accept any accessories being returned that have been delivered to you for hygiene reasons, used or not used
Late or missing refunds (if applicable):
If you haven’t received a refund within 7-10 working days of the team confirming this, first check your bank account again, then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. It depends how long your bank take to process this through but they will be able to confirm that the payment is being processed even if the money does not show yet in your account.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Returned/Missed my order:
Please be aware that in the chance that we need to arrange a replacement of a product or your whole order being sent back out to you, we will charge you the shipping costs for the redelivery of your order to be resent if you have missed your delivery as you are the one responsible for checking your tracking. However, if we can see this is our error, no additional charges will be requested for this to be resent.
Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item please ensure to make our team aware by sending us a email to firstname.lastname@example.org. If you would like to switch a unopened product for a different product in our range and return this, we will charge you for the price difference, if there is one, between the products and additional shipping charges to resend this back to you.
Changed your mind about your order?:
Unfortunately our team are unable to cancel your order once this is placed as it is automatically sent through to our warehouse based in the EU. If you have decided that you no longer wish to receive your order or this was done by mistake and this has yet not been received, we advise you to refuse the order upon delivery to avoid return fees for yourself or if you have the accessibility on the tracking to cancel this please do . If this is accepted and you still wish to return this back to us please note that we do not cover the return shipping costs of this for you, you can find the returns address and information listed below.
After placing your order, note that Hairburst cannot be held responsible for applying discount codes. If you encounter any issues while applying a code during the ordering process, please reach out to our team for assistance. However, please avoid contacting the team after placing your order, as we cannot apply the code to an existing order.
To return your product, you should mail your product to: Care of Hairburst, Ancla Logistik GmbH/Packangels, Dillfeld 22, 35576 - Watzlar, Germany
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item back, we highly suggest for you to consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and as mentioned above do not cover the costs if this does become lost.
Hairburst cannot be held responsible if you fail to review the sale offer when placing your order during sale periods. The offer is a buy one get one free, where you must add all products you wish to receive and the cart will automatically make the cheapest items free. Therefore, it is essential to have an even quantity of products to take full advantage of the offer. If you place an order without including all desired items, Hairburst will not dispatch the outstanding products.