Return & Exchange Policy
At Rx Hair, we are committed to providing our customers with genuine, properly packaged and quality-controlled products. This policy explains the circumstances under which an order may be cancelled, returned, exchanged or refunded.
1. GENERAL RETURN PERIOD
Customers may request a return within 7 calendar days of delivery for eligible products, subject to the conditions set out below.
A return request must be submitted through our official customer support channel within the applicable period.
Products that have been opened, used, applied, altered, damaged after delivery, or otherwise rendered unsuitable for resale are generally not eligible for return or exchange,
except
where the product is confirmed to be defective, damaged during transit, or incorrectly supplied by Rx Hair.
2. ELIGIBLE RETURNS
A product may be eligible for a return where:
The product is unused and unopened.
The original product packaging and seal are intact.
The product is returned in substantially the same condition in which it was delivered.
The customer has proof of purchase/order details.
The return request is submitted within the applicable return period.
The product has not been damaged, altered or contaminated after delivery.
Rx Hair reserves the right to inspect returned products before approving a return or refund.
3. PRODUCTS THAT CANNOT GENERALLY BE RETURNED
For hygiene, safety and product-integrity reasons, the following are generally non-returnable once opened or used:
Opened or used topical products.
Products where the original seal has been broken.
Products that have been contaminated or altered after delivery.
Products are damaged due to improper storage or handling by the customer.
Products returned without the original packaging where the packaging is necessary to verify product authenticity, batch information or condition.
Products purchased through unauthorized third-party sellers.
Exception: This restriction does not prevent a customer from reporting a product that is defective, damaged, incorrectly supplied or otherwise subject to a valid complaint.
4. DAMAGED PRODUCTS
If a product arrives damaged, the customer should notify Rx Hair within 48 hours of delivery.
The customer should provide:
Order number;
Photographs of the outer shipping package;
Photographs of the product;
Photographs of the shipping label; and
Where reasonably possible, an unboxing video showing the condition of the parcel upon opening.
An unboxing video may assist in resolving a shipping-damage dispute, but the absence of an unboxing video will not, by itself, automatically eliminate a customer's right to report a genuinely damaged or defective product.
After reviewing the evidence, Rx Hair may arrange for the product to be returned and inspected.
Where the damage is attributable to Rx Hair or its delivery process, Rx Hair will provide an appropriate remedy, which may include replacement or refund, subject to availability and applicable law.
5. WRONG PRODUCT / MISSING PRODUCT
If the customer receives:
The wrong product;
The wrong variant;
The wrong quantity; or
A product that is missing from the order,
the customer must contact Rx Hair within 48 hours of delivery.
Rx Hair will verify the order and, where the error is confirmed, arrange the appropriate remedy.
Depending on the circumstances, this may include:
Replacement of the incorrect/missing product;
Collection and replacement of the incorrectly supplied product; or
Refund of the affected product/order.
6. DEFECTIVE PRODUCTS
If a customer believes that a product is defective, the customer should contact Rx Hair as soon as reasonably possible after discovering the issue.
The customer should provide:
Order number;
Product name and variant;
Batch/lot number, where applicable;
Description of the issue;
Photographs or video where relevant; and
Any other information reasonably required to assess the complaint.
Rx Hair may request the product to be returned for inspection or quality assessment.
If the product is determined to be defective or does not conform to the applicable product specifications, Rx Hair may provide an appropriate remedy, which may include replacement, repair where applicable, or refund, subject to applicable law.
8. CHANGE-OF-MIND RETURNS
Rx Hair does not generally accept returns solely because a customer:
Changed their mind;
Ordered the wrong product for their needs;
No longer wants the product;
Does not like the product after opening it; or
Purchased the product without reviewing its description or applicable usage information.
For health, hygiene and product-integrity reasons, opened or used products cannot generally be resold.
However, customers may contact customer support regarding an unopened product within the applicable return period, and Rx Hair may assess the request subject to the conditions of this policy.
9. REFUND PROCESS
Once a returned product is received, Rx Hair will inspect the product and determine whether the return/refund criteria have been met.
The customer will be notified of the outcome.
If the refund is approved, the applicable refund will be processed within 7–14 business days after approval.
The time taken for the funds to appear in the customer's account may additionally depend upon the relevant bank, card issuer, payment gateway or financial institution.
10. REFUND METHOD
Prepaid Orders
Where an order was paid online, an approved refund will generally be processed through the original payment method, where technically possible.
Cash on Delivery (COD)
For COD orders, where a refund is approved, the customer may be required to provide valid bank-account or other payment details necessary for processing the refund.
Rx Hair will not request sensitive banking credentials such as passwords, PINs or OTPs for processing a refund.
11. SHIPPING CHARGES
Where the customer is responsible
For an approved change-of-mind or other customer-requested return, the customer may be responsible for the applicable return shipping charges.
Original delivery charges, if separately charged, may not be refundable in such circumstances.
Where Rx Hair is responsible
Where a return is required because Rx Hair supplied:
A defective product;
A damaged product;
An incorrect product; or
An incorrect quantity,
Rx Hair will bear the applicable reasonable return/replacement shipping cost.
12. EXCHANGES
Exchanges are available primarily for:
Damaged products;
Defective products;
Incorrect products; or
Incorrect variants/quantities supplied by Rx Hair.
All exchanges are subject to product availability.
If the requested replacement is unavailable, Rx Hair may provide an appropriate alternative remedy, including a refund where applicable.
13. SALE, DISCOUNTED & PROMOTIONAL ORDERS
Discounted, promotional or sale products remain subject to this Return & Refund Policy.
A sale or promotional price does not automatically remove a customer's rights regarding products that are defective, damaged, incorrectly supplied or otherwise subject to a valid consumer claim.
Any special restrictions applicable to a specific promotional offer will be clearly disclosed to the customer before purchase.
14. ORDER CANCELLATION
Customers may request cancellation of an order before it has been dispatched by contacting Rx Hair through the official customer-support channel.
Once an order has been dispatched, cancellation may no longer be possible and the customer may instead need to follow the applicable return procedure.
For prepaid orders that are successfully cancelled before dispatch, the applicable refund will be processed through the original payment method, subject to the payment processor's processing time.
15. RETURN PROCEDURE
Customers must contact Rx Hair before sending any product back.
To initiate a return, the customer should provide:
- Full name;
- Order number;
- Contact number;
- Product name;
- Reason for return;
- Photographs/videos where applicable; and
- Any other information reasonably required for verification.
Rx Hair will provide return instructions where the request is approved.
Customers should not send products to an address without receiving return authorization/instructions from Rx Hair.
17. INSPECTION OF RETURNS
All returned products may be inspected to determine:
Whether the product corresponds to the relevant order;
Whether the product has been opened or used;
Whether the packaging/seal is intact;
Whether the product has been damaged after delivery;
Whether the reported defect exists; and
Whether the return falls within the applicable terms of this policy.
A refund or exchange will not be processed solely on the basis that a product has been shipped back. The returned product must satisfy the applicable eligibility requirements.
19. FRAUDULENT OR ABUSIVE RETURN REQUESTS
Rx Hair reserves the right to investigate suspected fraudulent, abusive or repeated return claims.
Where there is reasonable evidence of fraud, product tampering, deliberate damage, misuse of the return system or materially false information, Rx Hair may decline the relevant return request, subject to applicable law.
Nothing in this clause limits a customer's legitimate rights concerning defective or non-conforming products.
22. CONTACT US
For return, refund, exchange or product-quality inquiries:
Rx Hair
Email: rxhairlab@gmail.com
Customer Support: +92 312 6076503
