Refund policy


Unused, unopened, and untampered product is returnable or exchangeable up to 15 days following the delivery of the product. Opened, used, tampered products are not returnable as they are unsaleable due to hair care product being personal hygiene oriented.

Any items returned more than 15 days after received as per Canada Post tracking number will not be refunded due to the product being exposed to conditions beyond Hair Care Canada’s control that potentially comprises product authenticity and resale.


Product qualified for an exchange should be sent to Hair Care Canada Operations, 29 Walgrove Mews SE, Calgary AB T2X4A3, Canada, or to Salon Scissorworks & Hair Care Canada 10421 Bonaventure Drive S.E. Calgary Alberta T2J 6Y2.

Hair Care Canada will supply a pre-paid return label should the return or exchange be due to an error on their part.

In the event the order placed was an error by the customer, or due to improper research of the ordered products resulting in displeasure, and/or potential allergies, return shipping costs and protective packaging of the returned product are the customer's responsibility as the onus to understand the purchase is the customers responsibility and as previously stated, the product must be unopened, unused, untampered, in the same condition that it was received in, and in the original packaging. 

Decision Displeasure

Hair Care Canada is not accountable for customer dislike of a product purchases of their own free will, or for recommended products by customer support as these are "best guess" suggestions based on customer shared information, or an undesirable reaction to a product.

The customer is solely accountable for their purchase decision and due diligence in product research and/or ingredients to ensure the product is compatible with their expectations. Hair Care Canada is not accountable to refund product the customer dislikes after personally selecting and completing the purchase transaction of products through Hair Care Canada.


Leakage is common during shipment of liquid goods. Leakage is not damaged, therefore is not returnable. Hair Care Canada confirms at time of packing that cap are tight, the product is dry, and is not leaking. This is recorded in a photograph taken moments before the box is sealed. In the event Hair Care Canada is responsible for leakage, a proportionate refund of lost goods will be issued. In the event leakage takes place while in the care of the carrier, the onus is on the customer to initiate a claim with the carrier

Defective Goods

Defective goods must be returned to the manufacturer for replacement. Please include a copy of your invoice and/or proof of purchase.

Damaged Goods

Hair Care Canada guarantees' that all goods shipped are in a new, undamaged, saleable condition and verifies this with images of all orders taken at time of packing.

Hair Care Canada contracts Canada Post as its delivery carrier and assumes no responsibility for damages incurred once the goods are in Canada Posts possession, or for carriers Canada Post may utilize to fulfill delivery. 

Goods that are received in a damaged condition must be reported to Hair Care Canada within 24 hours of delivery, must be accompanied by pictures of the damaged product, leaked product inside the parcel and in packing paper, as well as an image of the label in the box displaying tracking number and customer name in order for a claim to be submitted to the carrier, and replacements shipped to the customer in the event evidence in the form of pictures as listed is provided to Hair Care Canada.

A prepaid return label will be sent via email for return of the damaged product, and a replacement product will be sent, or a proportionate refund applicable to the loss issued.

Hair Care Canada does not refund or re-ship product without images of proof of loss as described prior. If images cannot be provided that clearly illustrates loss the customer must issue a claim directly with Canada Post/delivery partners to claim compensation for damage while in transit. Hair Care Canada will provide an image of proof that the product was in new and I damaged condition at time of packing.

It is important to acknowledge that Hair Care Canada sells products that may freeze if exposed to below-freezing temperatures for a prolonged period of time.

Our contracted carriers drop goods on the customer's doorstep and leave them in mailboxes.

The onus is on the customer to ensure the delivery is collected prior to potential freezing, and/or instruct Hair Care Canada to make alternate delivery arrangements should the customer not be able to retrieve the parcel in a timely manner from their step or mailbox. The performance of beauty and hair care products sold by Hair Care Canada is not affected by freezing, however, liquids may expand if frozen and damage the container.

Hair Care Canada does not refund products damaged by freezing as it has no control over how long the customer and/or shipping carriers leave the product exposed to freezing temperatures.

The customer is required to complete the delivery comments section at the time of order placement regarding their desire regarding special delivery terms such as don not leave on the step, or in secure mailbox, signature only confirmation required.

Undelivered, Missing Shipments, Incorrect Address Delivery, Late Shipments, Item Discrepancies

All Hair Care Canada goods shipped are accompanied by a tracking number specific to the carrier. The onus is on the customer to contact the carrier to locate the missing order as Hair Care Canada is subject to the same tracking visibility as the customer and assumes no responsibility for operations and/or actions of the carrier. Hair Care Canada will assist in providing the tracking number associated with the order should the customer require it.

A tracking number is sent at the time of fulfillment to the customer's email address and is supplied on the invoice. Please view our shipping policy for carrier contact information and process policy. Item discrepancies must be reported to HCC immediately upon receipt of goods.

In good faith, HCC will allow a 10 day grace period after delivery confirmation as it is essential the investigation commence immediately to identify the reason for the discrepancy. HCC is not responsible to investigate or refund due to time passed that impacts HCC's ability to determine the legitimacy of the claim.

The onus is on the customer to add insurance via the comments field to cover potential loss due to theft, freezing, or lost shipment. Hair Care Canada will add the cost of insurance at the request of the customer and add the charge to the invoice. Hair Care Canada is not responsible for lost, stolen, or frozen products.

Late or missing refunds (if applicable)

If you have not received a refund yet, 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. If you’ve done all of this and you still have not received your refund, please contact us at 

Returns | Undeliverable | Shipment Destination Errors | Unclaimed Return to Sender | Order Cancelation after shipped

Hair Care Canada is not responsible to incur additional costs regarding a return to sender and/or undeliverable package due to an address error made by the customer, package size unable to fit in secure mailbox, or returned to sender due to unclaimed at the customer at a Canada Post Depot.  

Hair Care Canada will reship at no charge when the product arrives back at Hair Care Canada.

If the customer chooses to cancel the order, a $25 administration/restocking fee, as well as the shipping costs will be deducted from the refund total. These costs are incurred by Hair Care Canada to receive the goods, enter back into inventory, physically restock, and recover shipping now unnecessarily paid to Canada Post.

Mis-shipments due to Hair Care Canada's error will be exchanged at no cost to the customer. A return shipping label will be sent to the customer.  

Once the customer deliverers to the carrier of Hair Care Canada's choice, and the tracking number is viewable to Hair Care Canada which confirms the mis-shipped Item is in route, Hair Care Canada will release the item for shipment.

Cancelled Order By Customer

In the event an order is cancelled by the customer after Hair Care Canada has already shipped, the customer has the choice to keep the order when it arrives, refuse, or return it to Hair Care Canada. Items that are cancelled and sent back by customer choice are subject to a $25 administration/restocking fee, as well as the shipping costs will be deducted from the refund total. These costs are incurred by Hair Care Canada to receive the goods, enter back into inventory, physically restock, and recover shipping now unnecessarily paid to Canada Post. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item and it is the customer's responsibility to ensure the return is tracked and confirmed as delivered to Hair Care Canada.

Returns Due to Customer Remorse or  Personal Compatibility Oversight  

The customer will be responsible for the shipping costs of returned items and subject to a $25 administration/restocking fee as well as tax collected/paid to the CRA in instances where Hair Care Canada has not made an error.

Original shipping costs will be deducted from the amount of your refund due to expense incurred at no fault of Hair Care Canada  

Refund Completion Timelines

Assuming all criteria as outlined within the policy is met, once your returned item is received and inspected, we will send you an email notifying you that your item was received and will also inform you if we approve or reject your refund based on our return policy terms as outlined throughout our policies. Upon approval, your refund will be processed within 14 days and refunded to the original method of payment.  

In the event the return is required due to a Hair Care Canada error, the admin fee and return shipping is waived.

In order to process your return, we require proof of purchase, or the order number. The refund amount will mirror the invoice charges excluding delivery and/or service fees where applicable.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will process a refund to the gift giver.

Unreturnable Goods

In possession of customer over 10 days
Gift cards
Opened, used, or tampered with product

Return to

Hair Care Canada Operations, 29 Walgrove Mews SE Calgary Alberta Canada T2X-4A3 or to Salon Scissorworks & Hair Care Canada 10421 Bonaventure Drive S.E. Calgary Alberta T2J 6Y2.

Shipping costs and protective packaging of the returned product are the customer's responsibility. Hair Care Canada will process the refunded within 7 business days after the product has been received by Hair Care Canada.

Hair Care Canada reserves the right to revise policies without notice. Copyright and Proprietary property of Hair Care Canada.

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