Returns, Exchanges, and Refunds Policy
This Returns, Exchanges, and Refunds Policy (“Policy”) governs the terms and conditions under which customers may return, exchange, or seek a refund for products purchased from Hair Care Canada (“Company”). By purchasing from Hair Care Canada, you agree to comply with and be bound by this Policy. Please review the terms carefully.
1. Returns
1.1 Eligibility for Returns
Unused, unopened, and untampered products may be returned or exchanged within 15 days from the date of delivery, as verified by the tracking number. Any products that are opened, used, or tampered with are not eligible for return or exchange due to hygiene and safety considerations.
1.2 Return Deadlines
Returns made more than 15 days after receipt of the product, as evidenced by the tracking number, will not be eligible for a refund. Products returned outside this period may have been exposed to conditions that could compromise their authenticity or resale value.
2. Exchanges or Returns
2.1 Procedure
To initiate an exchange or refund, customers must return the item(s) to the following address:
Hair Care Canada Operations
29 Walgrove Mews SE
Calgary, AB T2X 4A3
Canada
2.2 Shipping Costs for Exchanges
If the exchange or refund request is due to an error on the part of Hair Care Canada (e.g., incorrect product shipped), Hair Care Canada will provide a prepaid return label. If the exchange is due to customer dissatisfaction or an error on the customer’s part (e.g., product choice, allergies, leakage, scent preference, etc.), the customer is responsible for the return shipping costs and ensuring proper packaging.
3. Customer Displeasure and Product Compatibility
3.1 Customer Responsibility
Hair Care Canada is not liable for customer dissatisfaction with products purchased by their own choice or as a result of customer support recommendations. Customers are responsible for researching and ensuring that the products they purchase meet their specific needs and preferences. Returns due to dislike or incompatibility of a product may not be eligible for a refund and if eligible may be subject to a $25 administration fee for handling, restocking and inventory updates.
4. Leakage Policy
4.1 Leakage During Shipping
Leakage may occur during transit due to the nature of the products, and it is not considered damage. Therefore, leakage is ineligible for a full refund or exchange. However, Hair Care Canada may issue a proportional refund for any affected product.
4.2 Return of Leaked Products
To minimize environmental impact, Hair Care Canada does not encourage returning products due to minor leakage, such as that caused by a loose cap. In such cases, customers will receive a proportional refund, but returns are not required. If leakage is a result of an error on the part of Hair Care Canada, a proportional refund will be issued. Leakage caused by the carrier must be reported directly to the carrier as a damage claim.
5. Defective and Damaged Goods
5.1 Defective Products
If a product is defective, it must be returned directly to the manufacturer for a replacement. A copy of the original invoice or proof of purchase is required.
5.2 Damaged Products
Hair Care Canada ensures that all products are shipped in new and undamaged condition, as confirmed by images taken at the time of packing. Hair Care Canada is not liable for damage occurring during transit. If damage is evident upon receipt, the customer must report it within 24 hours of delivery, including a photo of the damage, the product, the packaging, and the tracking label. Note that all products do not have safety seals. Those that do not are not opened or used product and are authentic which come directly through the national wholesaler to the professional beauty and salon industry. Hair Care Canada is an authorized retailer with a credible history for delivering authentic professional haircare to the retail community of Canada.
5.3 Claims for Damaged Goods
A prepaid return label will be issued for damaged products, and the customer will receive either a replacement or a proportional refund. Claims for damaged goods cannot be processed without clear evidence. If no such evidence is provided, the customer must file a claim directly with the carrier.
6. Freezing and Temperature Sensitivity
6.1 Product Exposure to Freezing
Hair Care Canada is not responsible for any damage resulting from exposure to freezing temperatures during transit. While freezing does not generally affect the product’s performance, liquids may expand and damage the container. Customers are encouraged to collect packages promptly to avoid exposure to freezing conditions.
7. Shipments and Delivery Issues
7.1 Undelivered or Missing Shipments
All shipments are tracked. If an order is missing, the customer must contact the carrier directly for assistance. Hair Care Canada is not responsible for carrier-related issues but will provide tracking information upon request.
7.2 Incorrect or Late Deliveries
Any discrepancies or issues with items must be reported to Hair Care Canada within 10 days of delivery. Claims reported outside this period may not be eligible for resolution.
7.3 Insurance for Shipments
Customers may request insurance for their order against theft, loss, or freezing. The customer must explicitly request this service and indicate the desired coverage amount, which will be added to the final invoice.
8. Cancellations, Return to Sender, and Shipment Errors
8.1 Order Cancellations
If an order is canceled after shipment, the customer may choose to keep the item, refuse delivery, or return the package. Returns are subject to a $25 administration/restocking fee and the original shipping cost will be deducted from any refund issued.
8.2 Return to Sender or Undeliverable Packages
Hair Care Canada is not responsible for orders that are returned to sender or undeliverable due to errors made by the customer (e.g., incorrect address). In such cases, the customer will be responsible for any associated return shipping costs.
8.3 Mis-Shipments by Hair Care Canada
If a shipment error occurs due to Hair Care Canada’s fault, the Company will provide a return shipping label and exchange the product at no additional cost.
9. Refund Processing and Conditions
9.1 Refund Eligibility
Refunds will be processed within 7 business days following the approval of a return. Refunds will be credited to the original payment method.
9.2 Refunds for Errors by Hair Care Canada
If Hair Care Canada made an error in fulfilling an order, the customer will not incur return shipping costs or an administration/restocking fee.
10. Unreturnable Goods
10.1 Non-returnable Products
The following items are not eligible for return:
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Products in the customer’s possession for over 15 days.
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Opened, used, or tampered products.
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Gift cards.
11. Policy Modifications
Hair Care Canada reserves the right to modify this Returns, Exchanges, and Refunds Policy at any time, without prior notice. Please refer to this Policy regularly for updates. This Policy is copyrighted and proprietary to Hair Care Canada.
By placing an order with Hair Care Canada, you acknowledge that you have read, understood, and agree to the terms outlined in this Policy.
