REFUNDS & RETURN POLICY
DOMESTIC RETURN POLICY
If you have ordered an anti-gray capsule or a serum product from heyhair and decide the product is not for you, we will accept returns of unopened, unused items. All returns must be requested within 30 days of the delivery date.
All items must be pre-approved for return by emailing us at contact@heyhair.co. Basically, if you simply send a product back without contacting us, we cannot facilitate a corresponding return.
heyhair will provide a shipping label to the customer. The refund is calculated as such: Customer total order minus a 20% restocking fee.
After processing, refunds take 5-10 business days to post in the customer's account. Refunds are issued to the credit used in the transaction. Any and all shipping costs are non-refundable.
Reshipments
To be eligible for a reshipment on your damaged or incorrect item, you must first email us within 7 days of receiving your order at contact@heyhair.co to alert us of the damage along with a picture of the damage. We will ship out a replacement, if available. If a replacement is not available, we will refund the full purchase price of your item.
Restrictions:
Refunds are issued to the payment method used in the transaction. Any and all shipping costs are non-refundable.
Any packages returned to us by the designated carrier because the customer was not available to receive the package or due to incorrect shipping information may be subject to additional shipping costs to reship.
If a package is lost or damaged within transit, heyhair will reship it at no additional cost. heyhair will not refund an order if it is lost or damaged in transit.
All orders marked as “Delivered” with valid tracking information cannot be refunded if the customer cannot locate the item. The customer will need to contact the shipping carrier directly on where the package was left.
Any orders delivered to the wrong address due to a customer error are non-refundable. If an order has been shipped and a customer notices the wrong address, heyhair is not responsible for redirecting the shipment to the correct address or bearing the cost with changing an address mid-transit.
We will only accept returns from purchases made on heyhair.co. If you purchased in-store or with any third party sellers, you must contact their customer service department to start the return process.
Orders placed using a discount or promotional code are not eligible for a cash refund. You may exchange for a product of equal value or receive a store credit only.
Original shipping costs are NON-refundable.
Long or delayed shipping does not make items eligible for the 120-Day Money-Back Guarantee*
INTERNATIONAL REFUND & RETURN POLICY (OUTSIDE OF THE USA)
If you have ordered an anti-gray capsule or a serum product from heyhair and decide the product is not for you, we will accept returns of unopened, unused items. All returns must be requested within 30 days of the delivery date.
All items must be pre-approved for return by emailing us at contact@heyhair.co. Basically, if you simply send a product back without contacting us, we cannot facilitate a corresponding return.
heyhair can not provide a shipping label to the customer for international orders. The refund is calculated as such: Customer total order minus a 20% restocking fee.
After processing, refunds take 5-10 business days to post in the customer's account. Refunds are issued to the credit used in the transaction. Any and all shipping costs are non-refundable. The order will only be refunded once we have received the products back in our warehouse.
“International” is defined as any and all countries outside of the United States of America.
All international sales are final and are under no circumstance eligible for refund.
Partial refunds & reshipments will be determinant on an individual basis.
The customer is solely responsible for any shipments that are held in customs or at their local post office. We will not issue a refund for items in this status. We will not contact them for you, nor are we responsible for any delays if they are being held and you have not attempted to reach out for a resolution. These are not refundable orders.
We highly recommend international customers choose 'Priority Shipping - Duties and Taxes Prepaid" at checkout. This streamlines the customs process - as duties and taxes are paid at checkout, and holds heyhair responsible for the package to be delivered.
If the customer does not choose this option the responsibility is solely on the customer. And is not entitled to any reimbursement or refund due to carrier shipping issues or holds.
Restrictions:
Refunds are issued to the payment method used in the transaction. Any and all shipping costs are non-refundable.
Any packages returned to us by the designated carrier because the customer was not available to receive the package or due to incorrect shipping information may be subject to additional shipping costs to reship.
If a package is lost or damaged within transit, heyhair will reship it at no additional cost. heyhair will not refund an order if it is lost or damaged in transit.
All orders marked as “Delivered” with valid tracking information cannot be refunded if the customer cannot locate the item. The customer will need to contact the shipping carrier directly on where the package was left.
Any orders delivered to the wrong address due to a customer error are non-refundable. If an order has been shipped and a customer notices the wrong address, heyhair is not responsible for redirecting the shipment to the correct address or bearing the cost with changing an address mid-transit.
Wrong Address Disclaimer:
It is the responsibility of the buyer to make sure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. If the order has already been processed through our shipping department, we cannot retrieve it for an address change.
SUBSCRIPTION POLICY
You may cancel your subscription anytime in the subscription portal via your account page . You must cancel your subscription at least 48 hours prior to the shipment of your next scheduled order.
If not canceled, your subscription will automatically renew at the interval you selected, and your payment method will be charged, using the same details as your initial purchase.
This can not be refunded once charged, however any future orders will not be charged once you cancel your subscription.
Please see our Subscription page for more information regarding subscription policies and FAQs.
120-DAY MONEY BACK GUARANTEE
Our Anti-Gray Hair Products: Gray Escape™, Catalase 30,000 CORE™, Catalase Complex and Root Revival™ are eligible for a 120-day money-back guarantee.
How To Qualify:
You have consistently used heyhair anti-gray products as directed for 4 full months, and can provide before & after photos that show evidence that you have not seen any results.
Email contact@heyhair.co with the following:
Please follow these guidelines for the before and after photos:
Your photos are taken at the same angle
Your hair is parted in the same way
The lighting is similar in all the photos
If photos do not meet this criteria, we are unable to make an accurate assessment of your progress and cannot issue a refund. If your photos show no improvement, and you have less than 30% gray hair, we will issue a one-time refund for up to 4 months of purchases.
We reserve the right to approve or deny refund orders for any product, or if any return is deemed excessive.
NOTE: Orders placed during a promotional sale (like Black Friday) or using promotional code are not eligible for a cash refund. You may exchange for a product of equal value or receive a store credit only.