Refund policy

Thank you for shopping at HairHalo.

We are committed to providing a transparent and customer-friendly shopping experience. We understand that sometimes a product may not meet your expectations, and we want to make the return process as straightforward as possible.

This Return & Refund Policy explains how customers can request returns, exchanges, refunds, and assistance with damaged or incorrect products.

This policy applies to purchases made directly through https://hairhalo.store.

Nothing in this policy limits or excludes any mandatory consumer rights available under applicable law.

1. Our 30-Day Free Return Policy

HairHalo offers a 30-day free return policy for eligible products.

Customers may request a return within 30 calendar days of receiving their order.

We do not charge return shipping fees for approved returns under this policy.

If your return is approved, we will provide the appropriate return instructions and, where necessary, a prepaid return shipping label or another return arrangement at no cost to you.

We want customers to feel comfortable shopping with us and to have a reasonable opportunity to review their purchases after delivery.

This voluntary return policy is provided in addition to any mandatory statutory cancellation or warranty rights.

2. Return Eligibility

To qualify for a return under our voluntary 30-day policy, the following conditions generally apply:

The return request must be submitted within 30 calendar days of delivery.
The product should be returned with its original components, accessories, and included items.
The product should not have been intentionally damaged, materially altered, or subjected to misuse.
Customers should provide an order number or other reasonable proof of purchase.

We recommend returning products in their original packaging whenever reasonably possible to help protect them during transportation.

However, original packaging is not an absolute requirement for exercising applicable statutory rights.

Reasonable inspection of a product does not automatically make it ineligible for return.

If a product is defective, damaged, or incorrect, additional consumer protections may apply regardless of the conditions of our voluntary return program.

3. How to Request a Return

To initiate a return, please contact our customer support team.

Email: support@hairhalo.store

Please include:

Your full name.
Your order number.
The email address associated with your purchase.
The product you wish to return.
A brief explanation of your request.

For damaged or incorrect products, photographs may help us assess the situation more quickly, although customers are not required to provide photographs where doing so would interfere with statutory rights.

Our team will review your request and provide the appropriate return instructions.

Please contact us before shipping a product back so that we can provide the correct return destination.

The return destination may differ from our listed business address.

4. Free Return Shipping

HairHalo covers standard return shipping costs for approved returns made under our 30-day return policy.

Customers will not be required to pay standard return postage for an approved return.

Depending on the customer's location, we may provide a prepaid shipping label, arrange a collection, or offer another suitable return method.

Please follow the instructions provided by our customer support team.

If you choose to use an alternative shipping service without prior agreement, any additional costs may not be reimbursed unless applicable law requires otherwise.

We recommend retaining any return shipping receipt or tracking information until your refund has been completed.

5. Refund Eligibility

Once we receive and review a returned product, we will determine whether it meets the requirements of our voluntary return policy.

For an eligible return, we will issue a refund for the returned product.

If an entire order is returned and qualifies for a full refund, the amount paid for that order will be refunded.

HairHalo provides free standard worldwide shipping, so there is no standard outbound shipping fee to deduct from the refund.

Any optional premium delivery charges, if offered in the future, will be handled in accordance with the terms disclosed at checkout and applicable law.

Where statutory cancellation rights apply, refunds will be calculated and processed according to the relevant legal requirements.

6. Refund Processing

Approved refunds will normally be issued to the original payment method used during checkout.

For returns under our voluntary policy, we aim to process refunds within 14 days after receiving the returned product or receiving satisfactory evidence of its return, as applicable.

Where statutory withdrawal rights apply, refunds will be processed within the legally required timeframe.

We may withhold reimbursement until we have received the returned goods or the customer has supplied evidence of sending them back, where permitted by law.

After a refund has been issued, your payment provider or financial institution may require additional time to make the funds available.

The exact posting time depends on the payment method and provider.

If you have not received a confirmed refund after a reasonable period, please contact us for assistance.

7. Damaged, Defective, or Incorrect Products

We take product-related concerns seriously.

If your order arrives damaged, defective, incomplete, or different from the product you ordered, please contact us as soon as reasonably possible.

Email support@hairhalo.store with your order number and a description of the issue.

Where helpful, you may include photographs of the product and packaging.

Depending on the circumstances and applicable law, appropriate remedies may include repair, replacement, a price reduction, or a refund.

We will not charge customers for return shipping when a product is defective or incorrect and a return is required.

Nothing in this section restricts statutory rights relating to defective or nonconforming goods.

8. Exchanges

If you would like to exchange an item for a different product, please contact our support team.

Exchange availability depends on the requested product and current stock.

Where a direct exchange is unavailable, we may suggest returning the original product and placing a new order.

If a product is defective or incorrect, your applicable legal rights to appropriate remedies remain unaffected.

9. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will attempt to accommodate cancellation requests before shipment.

However, we cannot guarantee that an order can be stopped once fulfillment has begun.

If your order has already been dispatched, you may still request a return under our voluntary return policy or exercise applicable statutory cancellation rights.

Any mandatory cancellation rights remain unaffected by our order processing procedures.

10. Missing or Lost Packages

If your package has not arrived within the expected delivery timeframe, please contact our customer support team.

We will review the available shipping information and assist with investigating the delivery.

If a package is confirmed lost before delivery and the risk remains with HairHalo under applicable law, we will provide an appropriate remedy, such as a replacement or refund.

Customers will not be required to bear the loss of goods for which the seller remains legally responsible.

11. European Union Consumer Withdrawal Rights

Consumers located in the European Union may have a statutory right to withdraw from a distance sales contract within 14 days of receiving the goods, subject to applicable legal exceptions.

To exercise this right, customers must communicate a clear decision to withdraw before the statutory withdrawal period expires.

Customers may send their withdrawal declaration to:

support@hairhalo.store

Customers may also use the model withdrawal form provided below, although using this form is not mandatory.

Under our voluntary policy, HairHalo covers standard return shipping for eligible returns, including qualifying statutory withdrawal returns.

Statutory withdrawal refunds will be handled in accordance with applicable law.

Our additional 30-day free return policy does not replace, reduce, or restrict the statutory 14-day withdrawal right.

12. Model Withdrawal Form

Complete and send this form only if you wish to withdraw from your contract.

To: HairHalo

Email: support@hairhalo.store

Address: Römerberg 25, 60311 Frankfurt am Main, Germany

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Product(s):

Order number:

Ordered on:

Received on:

Consumer name:

Consumer address:

Date:

Signature (only if submitted on paper):

13. Statutory Warranty Rights

Customers may have statutory rights if purchased goods are defective or do not conform to the sales contract.

These rights may include remedies such as repair, replacement, price reduction, or termination of the contract, depending on the circumstances and applicable law.

Our voluntary 30-day return policy does not limit these rights.

Customers should contact us if they believe a product is defective or does not match its description.

14. Contact Information

For all return and refund inquiries, please contact:

HairHalo

Website: https://hairhalo.store

Email: support@hairhalo.store

Phone: +49 176 9876543

Address: Römerberg 25, 60311 Frankfurt am Main, Germany

Thank you for shopping with HairHalo.