Refund policy

At Heroine Hair, we want you to be satisfied with your purchase. If you receive a damaged, defective, or incorrect product, we are here to help.

1. Eligibility for Returns

You may request a return or exchange within 7 days of receiving your order if:

You received the wrong product.
The product arrived damaged or defective.
The product is missing from your order.
The product has an issue that was present when you received it.

To be eligible, the product must be unused, unopened, and in its original packaging, unless the issue is a defect or damage that needs to be verified.

2. Non-Returnable Products

For hygiene and safety reasons, we generally cannot accept returns of products that have been opened, used, or tampered with, unless the product was defective, damaged, or incorrect when received.

3. How to Request a Return

To request a return or exchange, contact us within 7 days of delivery and provide:

Your order number
Your name and contact number
Reason for the return
Clear photos/videos of the product and packaging

Our team will review your request and let you know whether it is approved.

4. Refunds

Once your return is approved and the product is received and inspected, we will notify you of the outcome.

If approved, your refund will be processed according to the payment method used for the order.

For Cash on Delivery orders, we may request your bank account or other suitable payment details to process an approved refund.

5. Exchanges

If you receive a damaged, defective, or incorrect product, we may offer a replacement instead of a refund, depending on product availability.

If the requested replacement is unavailable, we may provide an alternative solution or refund where applicable.

6. Return Shipping

If the return is due to a wrong, damaged, or defective product, Heroine Hair will generally cover the applicable return shipping cost.

Returns requested for reasons unrelated to a product defect may be subject to shipping charges.

7. Damaged Products

If your parcel arrives damaged, please contact us as soon as possible with clear photos or a video showing:

The outer packaging
The shipping label
The product
The damage

This helps us verify the issue and process your request quickly.

8. Order Cancellation

If you need to cancel your order, please contact us as soon as possible.

Once an order has been dispatched, cancellation may no longer be possible and the order may be subject to our return policy.

9. Important Note

Refunds and returns are subject to verification and approval by Heroine Hair. We reserve the right to reject requests that do not meet the conditions of this policy.

This policy does not affect any consumer rights that cannot legally be excluded under applicable law.