Return & Refund Policy

Scalp products are trial and error. If something irritates you or simply does nothing, send it back opened and half-used — sixty days, no argument, and we would rather have the feedback than the sale.

Last updated 1 September 2026.

What you can send back

Consumables — 60 days, opened

Shampoos, conditioners, serums, foams, exfoliants, oils and supplements can come back within sixty days of delivery even if you have opened them and used half. That is the point of the policy. Please keep the bottle rather than the box.

Devices — 30 days, complete

Laser caps can come back within thirty days of delivery, complete with every part, cable and case, in working order and undamaged. Try one out; do not take it apart.

Microneedling rollers — sealed only

A roller cannot be returned once the seal is broken. This is a hygiene rule and it is not negotiable: a used needling device cannot be resold safely, and nobody would want us to. A sealed roller comes back like anything else. A roller that arrives faulty or damaged is a different matter — we replace it.

What is not returnable

• Gift cards.
• A service that has already been performed (see below).
• Deposits, which are governed by the cancellation terms rather than by this page.

How to start a return

Email support@hairlossrescue.com with your order number and a line about what went wrong. There is no form to fill in. Within one business day we reply with the return address and, where we are paying the postage, a prepaid label.

Please do not send anything back before you have written to us — parcels that arrive unannounced take far longer to match to an order and refund.

Who pays the return postage

• We do if the item is faulty, damaged in transit, wrongly described, or simply not what you ordered.
• You do if you have changed your mind or the product did not suit you. Use your own carrier, or use our prepaid label and we deduct $8 from the refund.

Until it reaches us the parcel is your responsibility, so please get a proof of postage. It costs nothing and it settles every argument.

Refunds

We refund to the original payment method within five business days of the return arriving. Your bank then takes its own three to ten days to post it — that part is out of our hands.

The original $8 shipping is refunded as well when the whole order goes back and the reason was ours. On a change-of-mind return the outbound shipping stays with us.

Exchanges

We do not run a separate exchange process. Send the first item back and place a new order — it is faster, and it means you are not waiting on our stock and the carrier at the same time.

Faulty or wrong items

Tell us within thirty days of delivery. We will replace the item or refund it in full, including all postage, and we do not ask you to pay anything up front. Nothing on this page limits your statutory rights.

Services

Cancelling. Move or cancel an appointment with at least forty-eight hours’ notice at no charge. Inside forty-eight hours we keep the deposit.

If you are unhappy with the result. Come back within fourteen days and the stylist who did the work will put it right at no charge. We would far rather see you again than read about it later. We do not refund a service that has been performed, and we will not carry out a correction that we believe would damage your hair — if that is the position, we will say so and refund the difference instead.

The density programme. Cancel before the second in-studio session and we refund, pro rata, the sessions you have not taken. After the second session the remaining sessions can be rescheduled but not refunded, because the products and the diagnostics have been committed. The consultation fee is credited in full against a programme booked within thirty days of the scan.

Contact

support@hairlossrescue.com — Hairloss Rescue Inc., 5441 S Macadam Ave, Ste N, Portland, OR 97239, (503) 555–0142.