This policy explains how we handle requests for product replacement, exchanges, or credits for our line of physical curly hair care items and styling tools—from sulfate‑free shampoos and deep conditioners to flexi rods, diffusers, ceramic wands, and more. Our aim is to make sure every bottle, brush, and accessory you receive arrives in perfect condition and performs as intended, so you can focus on defining and maintaining your natural curls.
1. Policy Scope
This policy applies exclusively to physical goods designed for curly hair care and styling, including but not limited to shampoos, conditioners, leave‑in sprays, microfiber towels, rod sets, diffusers, curling devices, clips, scrunchies, and thermal protectants. Digital content, training programs, or salon services are not covered here. Modifications made after delivery—such as refilling containers or altering equipment—fall outside this policy.
2. Qualifying Issues
You may request remedial action when any of the following conditions occur:
- Transit Damage: Items arrive cracked, dented, leaking, or broken due to shipping mishandling.
- Manufacturing Defects: Product fails basic performance checks (e.g., pump clogging on leave‑in mist, uneven heat distribution on wands, snapped rods).
- Incomplete Shipment: Order missing critical components, such as flexi rod pouches, diffuser collars, or protective gloves.
- Wrong Item Sent: Shipment contains a different SKU or model than what was ordered.
Requests based solely on personal preference, color choices, or challenges mastering a styling technique do not qualify under this policy.
3. How to Submit a Request
To initiate a return review, please provide:
- Order Details: Include your order number and date of purchase.
- Problem Description: Briefly explain the issue (e.g., “conditioning jar lid cracked,” “curl wand not heating evenly”).
- Supporting Images or Video: Clear visuals showing the damage, defect, or missing parts, including packaging labels where possible.
Send these materials via the customer support channel indicated in your purchase confirmation. Complete and accurate submissions help us process your request more quickly.
4. Review & Verification
Once we receive your submission, our quality team will:
- Confirm Product & Order: Match the SKU, batch code, and order details.
- Assess the Evidence: Determine if the issue meets qualifying criteria.
- Request Return Samples: In certain cases, we may ask for the affected item back for further inspection. A prepaid shipping label will be provided for approved returns.
We aim to complete this review efficiently and will update you at each key step.
5. Resolution Options
If your request is approved, you may choose one of the following remedies:
- Replacement: A new, identical item dispatched at no extra cost.
- Product Exchange: Selection of a different item of equal value, subject to availability.
- Store Credit: A credit equal to the purchase amount, redeemable against any future physical‑product order.
For cases involving only missing accessories (e.g., combs, pouches, instruction booklets), we will ship the specific missing parts rather than replacing the entire product.
6. Return Shipping Guidelines
We will provide a prepaid shipping label for eligible returns. Please adhere to these steps:
- Repack Securely: Use original or equivalent packaging materials to prevent additional damage.
- Include All Components: Return every piece you received—containers, lids, brushes, manuals—to facilitate full inspection.
- Seal Properly: Close packages securely to protect contents during transit.
Failure to include required components or secure packaging may affect eligibility for remedy.
7. Customer Responsibilities
To help us resolve your request smoothly, please:
- Inspect products promptly upon receipt and report any issues before using.
- Retain original packaging, labels, and inserts until resolution is complete.
- Follow assembly and usage instructions as provided; improper handling may affect eligibility.
- Keep records of order confirmations, batch codes, and correspondence related to your request.
8. Policy Evolution
As our product range and manufacturing processes evolve, this policy may be updated to reflect improved practices. The version in effect at the time of your purchase remains the reference for your order. We welcome feedback to ensure our commitment to product quality and customer satisfaction remains strong.
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