Returns, Exchanges, and Refund Policy
Returns
Unused, unopened, and untampered products can be returned or exchanged within 15 days of delivery. Opened, used, or tampered products are not eligible for return or exchange due to their personal hygiene nature.
Returns beyond 15 days of receipt, as confirmed by the tracking number, will not be refunded, as the product may have been exposed to conditions that could compromise its authenticity or resale value.
Exchanges
To exchange a product, please send it to one of the following addresses:
- Hair Care Canada Operations: 29 Walgrove Mews SE, Calgary AB, T2X 4A3, Canada
or
- Salon Scissorworks & Hair Care Canada: 10421 Bonaventure Drive SE, Calgary AB, T2J 6Y2, Canada
If the return or exchange is due to an error on our part, Hair Care Canada will provide a pre-paid return label. However, if the return is due to the customer’s error or dissatisfaction with the product (such as improper research, potential allergies, leakage), the customer is responsible for shipping costs and protective packaging. Products must be returned unopened, unused, and in the original packaging.
Customer Displeasure
Hair Care Canada is not responsible for customer dissatisfaction with products purchased by their own choice or based on customer support recommendations. While we provide product suggestions in good faith based on the information provided, the customer is responsible for thoroughly researching their purchases and ensuring compatibility with their needs. Dislike of a product after purchase is not eligible for a refund.
Leakage
The Leakage Policy of Hair Care Canada addresses the handling of liquid product leakage during shipment, emphasizing fairness and environmental responsibility. Leakage is a common occurrence and is not considered damage, making it ineligible for a full refund or exchange. However, Hair Care Canada will issue a proportional refund for the affected product. To minimize environmental impact, the company does not support the unnecessary shipping of products back and forth across the country due to minor leakage, such as that caused by a loose cap. Prior to shipment, all products are securely sealed, carefully packed, and photographed to document their condition. If leakage results from an error on the company's part, a proportional refund will be provided. In cases where leakage is caused by the carrier, customers are required to file a claim directly with the carrier.
Defective Goods
Defective products must be returned directly to the manufacturer for replacement. A copy of the invoice or proof of purchase must be included with the return.
Damaged Goods
Hair Care Canada guarantees that all products are shipped in new, undamaged, saleable condition, and we verify this with images taken at the time of packing. Once products are in the possession of our carriers (Purolator or Canada Post), we are not responsible for any damage that occurs during transit. If products are damaged during shipping, the customer must report the damage within 24 hours of delivery. A clear photo of the damage, the product, the packaging, and the tracking label is required for a claim to be processed.
A prepaid return label will be provided for the damaged product, and a replacement will be sent or a proportionate refund will be issued. Hair Care Canada will not refund or reship products without clear evidence of damage. If the required evidence is not provided, the customer must contact the carrier to file a claim.
Freezing and Temperature Sensitivity
Products may be damaged if exposed to freezing temperatures for extended periods. While the performance of hair and beauty products is generally not affected by freezing, liquids may expand and damage the container. Hair Care Canada is not responsible for products damaged by freezing, as we have no control over how long products are exposed to freezing conditions during transit or delivery.
Customers must make arrangements to collect packages in a timely manner to avoid exposure to freezing temperatures. Hair Care Canada offers special delivery instructions (e.g., “do not leave on doorstep” or “signature required”) to help mitigate potential issues.
Undelivered, Missing Shipments, Incorrect Address Delivery, Late Shipments, Item Discrepancies
All shipments are tracked by the carrier. If an order is missing, the customer must contact the carrier directly for assistance. Hair Care Canada is not responsible for carrier-related issues but will provide the tracking number for reference. Any discrepancies with the items must be reported immediately upon receipt, within 10 days of delivery. Claims outside this period may not be eligible for resolution.
Customers are encouraged to consider adding insurance to their order in case of theft, loss, or freezing. The onus is on the customer to state they would like insurance added and the amount to Hair Care Canada. Hair Care Canada will implement and add the cost to the customers invoice which is in addition to the purchase price. Hair Care Canada is not responsible for lost, stolen, or damaged goods once they are in the possession of the carrier and does not absorb product loss due to carrier negligence. In the event of insurance purchased by the customer, Hair Care Canada will reimburse the customer the settlement amount paid by the carrier upon investigation completion.
Late or Missing Refunds
If you have not received your refund, first check your bank account or contact your credit card company. Processing time may vary. If you still have not received your refund after following these steps, please contact us at support@haircarecanada.ca.
Return to Sender, Shipment Errors, or Cancellations
Hair Care Canada is not responsible for return-to-sender or undeliverable packages due to customer errors such as incorrect address or failure to claim at a carrier depot. If an order is canceled after shipment, the customer may choose to keep, refuse, or return the package. A $25 administration/restocking fee, as well as shipping costs, will be deducted from the refund if the order is returned.
Mis-shipments caused by Hair Care Canada’s error will be exchanged at no charge, and a return shipping label will be provided.
Cancelled Orders by Customer
If an order is canceled after shipment, the customer can keep the order, refuse it at delivery, or return it to Hair Care Canada. Returned orders are subject to a $25 administration/restocking fee and the original shipping costs will be deducted from the refund.
Returns Due to Customer Remorse or Product Compatibility Oversight
The customer is responsible for return shipping costs and a $25 administration/restocking fee. Original shipping costs will also be deducted from the refund.
Refund Processing Time
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 7 days and refunded to the original method of payment.
In cases where Hair Care Canada made an error, the administration fee and return shipping costs will be waived.
Gifts
If the item was marked as a gift, you will receive a gift credit for the return. If not, the refund will be issued to the original purchaser.
Unreturnable Goods
Items that cannot be returned include:
- Products in the customer’s possession for over 10 days
- Gift cards
- Opened, used, or tampered products
Return Address
Please return items to:
- Hair Care Canada Operations: 29 Walgrove Mews SE, Calgary AB, T2X 4A3, Canada
or
- Salon Scissorworks & Hair Care Canada: 10421 Bonaventure Drive SE, Calgary AB, T2J 6Y2, Canada
Shipping costs and protective packaging for returns are the customer's responsibility. Refunds will be processed within 7 business days after receiving the return.
Policy Changes
Hair Care Canada reserves the right to revise these policies without notice. Copyright and proprietary property of Hair Care Canada.