Refund Policy


Policy General Provision & Universal Applicable Standard

This Refund Policy is an official independent after-sales management document formulated uniformly by this professional hair care vertical e-commerce platform, binding on all completed paid orders, all platform sold hair care formulas and professional hair styling tools, all global consumers and platform after-sales audit, financial settlement and warehouse inspection departments. Combined with platform fixed 60-day free after-sales return cycle, free return logistics service and standardized fund settlement mechanism, this policy clarifies eligible refund application conditions, refund excluded scenarios, unified refund processing cycle, fund return path rules and commodity warehouse inspection standards, implementing unified global after-sales refund standards for all overseas users without regional policy deviation, user group differentiated treatment and order value differentiated settlement rules.
All refund service matches platform discount retail e-commerce operational positioning and high-standard consumer after-sales commitment, cooperating with free official return service to build worry-free post-purchase shopping experience. Combined with product core attributes of clean cruelty-free hair care formulas and salon-grade hair tools, the policy distinguishes unsealed skin-contact care goods and intact packaging styling tool refund audit standards, balances consumer legitimate shopping rights and platform standardized operational norms, maintains equal and professional service tone, and avoids loose audit or over-restrictive after-sales review mechanisms. All refund execution clauses are independent of shipping service rules, commodity promotional pricing and platform product line attribute adjustment.

Official 60-Day Eligible Return & Refund Window Rule

The platform uniformly sets a 60-calendar-day valid after-sales service window for all consumer orders, calculating starting time from the date when consumer order package displays official signed delivery status on logistics tracking system. Within the valid 60-day cycle, consumers can initiate official return and matched refund applications for purchased hair care products and hair styling tools that meet after-sales eligibility requirements via website background self-service after-sales entrance. After exceeding 60-day unified after-sales time limit, the system will automatically close return and refund application entrance for finished orders, and no manual after-sales reopening, exception approval and retroactive refund application will be accepted by after-sales department.
The 60-day after-sales cycle applies to all product lines on the platform, including scalp repair treatment products, daily sulfate-free cleansing series, conditioner nourishing products, multi-functional electric styling tools and manual salon auxiliary tools of 11 core care lines, with no product category time limit difference. The platform does not set shortened after-sales cycle for discounted retail commodities, bulk combined orders and promotional matched kits, realizing identical after-sales time threshold for all order types. All return applications initiated within valid cycle enjoy platform-undertaken return logistics cost treatment, namely full free return service for qualified after-sales orders with no consumer self-paid return freight.

Qualified Return & Refund Application Conditions

For unopened, original sealed intact commodities: all hair care bottled formulas with complete original anti-counterfeiting sealing film, unopened outer retail package, unused inner liquid formulas and brand-new unused hair styling tools with intact factory packaging and no scratch and use traces meet full refund application conditions directly. Such intact commodities adapt to consumer subjective shopping preference change, product style mismatch, personal hair routine planning adjustment and other subjective application scenarios, supporting 100% original order amount refund application after warehouse receiving inspection.
For partially unsealed qualified commodities aiming at product efficacy and physical adaptation problems: unsealed clean hair care products that conform to platform formula safety standards but do not match personal hair texture adaptation demands, cause personal scalp subjective discomfort without pathological injury, and have residual product volume over 80% of original capacity can pass refund audit normally. Professional hair styling tools with trial assembly trace, no functional damage, no surface scratch and complete original accessories also belong to eligible refund goods. The platform tolerates normal trial use of hair care commodities for consumers to verify hair matching effect, fitting intuitive impulse consumption shopping characteristic of platform target user groups.
Unified warehouse inspection acceptance standard for returned goods: returned goods must retain original official retail outer package, product attached production specification label and product batch coding; man-made commodity damage, liquid formula pouring discard, styling tool accessory loss, artificial shell breakage and secondary pollution of unsealed care products will lead to application audit failure. All audit standards are unified globally with no manual flexible relaxation.

Unified 5-10 Day Official Refund Processing Cycle

After consumer returned packages are delivered to platform designated offline return warehouse, professional after-sales inspection team will complete commodity appearance, packaging, residual capacity and accessory matching inspection within 1-2 working days priority audit rhythm. Once return goods pass official warehouse quality inspection and eligibility verification, the platform financial department will start formal fund refund settlement procedures immediately, with fixed unified refund processing cycle of 5 to 10 natural days for all passed refund applications.
The 5-10 day cycle covers internal financial account auditing, fund allocation scheduling and original payment channel automatic rollback whole process, unified for all global consumer payment accounts and all order payment amounts. The platform does not accelerate refund progress for high-value orders or delay fund settlement for low-value discount retail orders, maintaining fair financial after-sales processing mechanism. Refund funds will be automatically returned to consumer original order payment account and original transaction channel without cross-channel fund transfer, independent account binding and extra account information filling requirements.
All refund settlement adopts US dollar unified currency unit consistent with order checkout settlement currency, with no currency conversion fee, exchange rate difference deduction and financial service fee deducted from refund principal. The total refund amount is consistent with actual consumer paid order amount, without invisible after-sales fee deduction and return service charge.

Non-Refundable Exclusion Scenarios & Boundary Rules

To standardize platform e-commerce after-sales operation, the following scenarios do not support return and fund refund services: goods damaged by human external extrusion, improper personal storage and self-disassembly of electric hair styling tools after consumer receipt; hair care products with residual volume lower than 80% caused by long-term overuse; commodities with torn off original product batch label and damaged anti-counterfeiting identification; return applications submitted beyond unified 60-day after-sales valid window; custom subjective demands such as personal dislike of product packaging color irrelevant to product quality and official commodity attributes after long-term use.
Meanwhile, the platform does not provide partial proportional refund service for single mixed combined orders. Consumers can apply for full order refund or single independent commodity refund separately according to actual demands, and split proportional fund refund applications are not supported. Logistics in-transit packages that have been outbound cannot be cancelled for order refund forcibly; consumers need to sign for packages normally then initiate standard 60-day window return refund application following official process.

Free Return Logistics Service Specification

Matched with refund policy, the platform provides permanent free return logistics service for all eligible after-sales applications, undertaking all return cross-border transportation cost, package sorting fee and terminal warehouse receiving handling fee comprehensively. Consumers do not need to bear any return freight and logistics auxiliary expense when submitting qualified return demands. After after-sales application approval, platform after-sales team will distribute unified official return logistics waybill and packaging guidance standard automatically, consumers only need to pack returned goods as required and hand over to designated logistics carrier, with no self-payment of freight and logistics form fee.