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Refund policy

We want you to love your Hairmates accessories. Because our products are personal-use items, we have a few important rules in place to keep everything fair, hygienic, and transparent.

Personal-Use Items
Hair accessories are personal-use and hygiene-related products.
For this reason, items cannot be returned or refunded once used, except in cases of damage, defects, or quality issues described below.

By placing an order on https://hairmates.shop, you agree to this policy.

Damaged, Defective or Quality-Related Issues
If your order arrives damaged, defective, incorrect, or with a quality issue that makes it unsuitable for normal, please contact us within 48 hours of delivery via Email hi@hairmates.shop, or Whatsapp and include:

  • your order number,
  • clear photos or a short video showing the issue,
  • photos of the original packaging (including the shipping box, if damaged).

Once we review and confirm the issue, we will offer one of the following solutions, depending on availability:

  • a replacement,
  • an exchange,
  • or a refund to the original payment method.

If your claim is approved, we cover all related costs.

Requests submitted outside the 48-hour window or without visual evidence may not be accepted.

 

Returns for Non-Defective Items (International Orders)
International customers may request a return within 7 working days of receiving the order, provided that:

  • the item has not been worn or used,
  • the item shows no scent, cosmetic marks, scratches, water exposure, or signs of wear,
  • original packaging, labels, and tags are intact.

Items that show signs of use cannot be returned or refunded.

In approved cases:

  • return shipping costs are the customer’s responsibility,
  • original shipping fees are non-refundable.

Returned parcels must be declared as “Returned goods” to avoid customs charges.

Exchanges

  • Each item may be exchanged once, subject to stock availability.
  • Exchanges are processed after the returned item is received and inspected.
  • Return shipping costs are the customer’s responsibility unless the exchange is due to a confirmed defect or delivery damage.

Sale Items

Items purchased on sale or with promotional discounts:

  • are not refundable,
  • may be exchanged only, subject to availability,
  • except in cases of confirmed defects or delivery damage.

Responsibility for Returns
Returned items remain the customer’s responsibility until they are received by our warehouse.
We recommend using a tracked shipping service.

https://hairmates.shop is not responsible for:

  • lost or delayed return parcels,
  • customs fees or duties,
  • additional costs related to return shipping.

How to Request a Return or Refund
Please email hi@hairmates.shop before sending any return and include:

  • your order number,
  • reason for the request,
  • photos or videos if the item is damaged or defective.

Returns sent without prior approval cannot be accepted.

Important Notes
We may decline a return, exchange, or refund if:

  • the request is submitted outside the stated timeframes,
  • the item shows signs of use,
  • return conditions are not met,
  • sufficient evidence is not provided.

This policy follows Shopify’s merchant requirements and international payment provider standards to ensure a fair and secure shopping experience for all customers.