Refund policy

We want you to be happy with what you bought. If something is not right, this policy explains when a return is possible, how to start one, and how long a refund takes.

Return window

You have 14 days from the day your order is delivered to request a return. Requests made after that window cannot be accepted.

What can be returned

Because our products are cosmetics applied to the hair and scalp, hygiene limits what we can take back. To be eligible for a return, an item must be:

  • unopened, unused, and with any seal or shrink wrap intact
  • in its original packaging, with all inserts and accessories included
  • accompanied by proof of purchase — your order number is enough

An item that has been opened or used cannot be returned or exchanged for reasons of hygiene and product safety, unless it arrived damaged, faulty, or was not what you ordered.

Items that cannot be returned

  • Opened or used products, for the hygiene reasons above
  • Gift cards
  • Items marked as final sale or clearance at the time of purchase
  • Bundles and kits returned incomplete — a bundle is priced as a set, so every item in it has to come back for the return to be processed
  • Items damaged by misuse, or by storage outside the conditions on the label

Damaged, faulty or incorrect items

Please check your order as soon as it arrives. If an item is damaged in transit, faulty, or is not what you ordered, contact us within 3 days of delivery with your order number and a photograph of the item and its packaging. We will arrange a replacement or a full refund, including any delivery fee you paid, at no cost to you. This applies whether or not the item has been opened, and it does not affect your rights under UAE consumer protection law.

How to start a return

Message us on WhatsApp at +971 54 488 8773 or write to us through the Contact Us page on our website, quoting your order number and telling us which items you would like to return and why. We will confirm whether the return is eligible and tell you where to send it. Please do not send anything back before we confirm — an unannounced return cannot be matched to an order and cannot be refunded.

Return shipping costs

Where an item is damaged, faulty, or was sent in error, we cover the cost of returning it. Where you are returning an item for any other reason, the return shipping is at your own cost, and the original delivery fee is not refunded. We recommend a tracked service; until a returned parcel reaches us, it remains your responsibility.

Refunds

Once your return arrives we inspect it and let you know the outcome. An approved refund is issued to the original payment method within 14 days. How quickly it then appears on your statement is up to your bank or card issuer, and is outside our control. If your order was paid for on delivery, we will agree an alternative refund method with you.

Exchanges

The fastest way to exchange an item is to return the original under this policy and place a new order for the one you want.

Cancelling an order

If you need to change or cancel an order, contact us within 12 hours of placing it and before it has been dispatched, and we will do what we can. Once an order has left us it is treated as a return under this policy.

Contact

For anything to do with a return or a refund, message us on WhatsApp at +971 54 488 8773 or reach us through the Contact Us page on our website.