Returns & Refunds

Introduction

This Returns & Refunds Policy (“Policy”) governs the circumstances and manner under which Hair System Care (HSC) may, at its sole and exclusive discretion, accept or decline requests for returns, cancellations, or refunds in relation to the purchase of goods from our platform. By placing an order, the customer (“you”, “your”, “user”) acknowledges, understands, and unconditionally agrees to abide by the terms outlined herein. This Policy is designed to be comprehensive, detailed, and legally protective of HSC’s commercial operations, and supersedes any oral assurances, casual statements, or assumptions not explicitly documented herein.

Eligibility for Return

Products may only be considered eligible for return subject to strict compliance with the following conditions:

• The item must be returned in the exact condition in which it was originally delivered, without alteration, modification, tampering, or any form of usage that renders it inconsistent with “new and unused” standards.
• Original tags, barcodes, security seals, packaging, and manufacturer identifiers must remain intact and unbroken. Any removal or damage thereof will render the product permanently ineligible for return.
• Products must be accompanied by verifiable proof of purchase, including order confirmation details and transaction ID, and be returned through authorized procedures only.
• All items must be returned within a strict seven (7) business day return window, calculated exclusively on standard working days and expressly excluding weekends and public or bank holidays, commencing from the date of confirmed delivery. Failure to comply within the stipulated timeframe shall render the return request inadmissible and non-actionable under any circumstances.

Verification Requirements

All return and refund requests must be substantiated by adequate and irrefutable evidence in the form of a continuous product opening video recorded at the time of unsealing the delivery package. This video must be unedited, continuous, and free from interruption or manipulation. Still images, partial clips, or non-continuous evidence will not be accepted. Without such substantiation, no claim for defect, damage, or misdelivery shall be deemed valid.

Damages, Defects, and Incorrect Deliveries

You are required to inspect the order immediately upon delivery. In the event of visible damage, manufacturing defect, or receipt of an incorrect product, you must notify HSC promptly with the required product opening video. Claims raised belatedly, or without the specified evidence, will not be processed. HSC reserves the right to evaluate the claim, conduct internal verifications, and determine the legitimacy of the issue in its sole and binding discretion.

Non-Returnable and Excluded Items

Certain categories of products are by nature and hygiene standards non-returnable and non-refundable except in cases of verifiable manufacturing defect duly confirmed by HSC. These include, without limitation:

• Solvents, adhesives, tapes, or similar consumables
• Hair systems, wigs, or partial hairpieces
• Personal and skin-care items (e.g., shampoos, conditioners, cleansers, serums)
• Customized or specially procured goods

Such exclusions are absolute, and no exception shall be entertained save as expressly provided under applicable consumer protection laws, which shall apply strictly to the extent mandated.

Inspection and Final Authority

All returned products are subject to detailed inspection at HSC’s designated warehouse. Acceptance of a return is strictly conditional upon our verification team confirming, at their sole discretion, that the item meets all stipulated return criteria. Any discrepancy, however minor, may result in outright rejection of the return request, notwithstanding prior provisional acceptance or communication. The decision of HSC in this regard shall be final, binding, and not open to challenge or dispute.

Refund Processing

Refunds, where approved in accordance with the procedures outlined above, shall be processed exclusively to the original payment method used at the time of checkout. Alternative refund channels—including but not limited to cash disbursements, cheques, or third-party transfers—will not be accommodated under any circumstances. Refund processing will typically be initiated within twelve (12) business days from the date of successful inspection and acceptance of the returned item at our warehouse. However, HSC bears no responsibility for delays attributable to banking institutions, payment gateways, technical disruptions, or force majeure events. Customers are advised to consult directly with their financial institution for the reconciliation of credited amounts.

Where applicable, partial refunds, deductions, or adjustments may be implemented based on logistical overheads, shipping surcharges, restocking fees, or other operational exigencies. HSC reserves the exclusive right to determine the quantum, structure, and eligibility of such refunds at its sole discretion. In the event that a customer does not receive confirmation of refund credit within fifteen (15) business days from the date of approval, it is the customer’s responsibility to proactively initiate contact with HSC for further verification and resolution.

Order Cancellations

Cancellation requests will only be entertained if initiated strictly within thirty (30) minutes of order placement. Due to the rapid nature of our fulfillment process, once the prescribed window elapses, the order shall be deemed final and binding, and any subsequent request will be treated as a return request governed by the conditions of this Policy. All cancellation requests must be communicated exclusively through email using the subject line [CANCEL MY ORDER] to support@hairsystemcare.com. No other modes of communication will be considered valid for cancellations.

Customer Responsibilities

The burden of responsibility lies upon the customer to ensure that returned goods are packaged securely, shipped safely, and reach HSC in acceptable condition. Risk of loss, damage, or misplacement during transit shall rest entirely with the customer until the item is physically received and acknowledged by HSC at its warehouse. Customers are strongly advised to use reliable courier services with tracking facilities for such returns.

Exclusions and Limitations

HSC expressly disclaims liability for:

• Delays caused by courier services, logistics providers, or external agencies
• Banking or gateway delays in crediting refunds
• Loss of product value due to improper handling by the customer
• Failure of customer to comply with evidentiary requirements such as providing the product opening video

Further, notwithstanding anything to the contrary, HSC reserves the unfettered right to reject any return or refund request which, in its sole discretion, appears fraudulent, abusive, or inconsistent with fair consumer practices.

Timelines

While every effort will be made to expedite resolution, HSC provides no assurance or guarantee regarding exact timelines for refund completion beyond the indicative period mentioned. Resolution timeframes are subject to operational dependencies, verification protocols, and external factors outside the control of HSC. Customers are requested to exercise patience during such periods.

Amendments

HSC reserves the right to amend, revise, or supplement this Policy at any time, without prior notice, to ensure alignment with evolving business practices, legal obligations, or operational requirements. The version of the Policy prevailing at the time of raising a request shall govern the claim, irrespective of the Policy version in place at the time of purchase.

Contact

For any queries, clarifications, or initiation of return/refund requests, customers must reach us exclusively through the following channels:

• Email: support@hairsystemcare.com
• WhatsApp Support: +91 9713366917