Return & refund policy

1. Order Cancellation

Customers may request to cancel an order before it has been dispatched.

To request a cancellation, please contact SilkHair Professionals through our official customer support channels and provide your order number and registered contact details.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable return process.

If a cancellation is approved, the eligible refund will be processed to the original payment method used for the purchase, wherever possible.

Refund processing time may vary depending on the payment gateway, bank, card issuer, or other financial institution. Customers will be notified once the refund has been initiated.

2. Return & Replacement Period

Customers may raise a return or replacement request within 7 days from the date of delivery.

For products received in a damaged, tampered, or incomplete condition, the issue must be reported within 2 days from the date of delivery along with the damaged or tampered product image.

Return and replacement requests are subject to verification and approval by SilkHair Professionals.

3. Products Eligible for Return or Replacement

A return or replacement may be accepted in the following situations:

• Wrong product delivered
• Expired product delivered
• Damaged product delivered
• Product packaging received in a damaged or tampered condition
• Product received in an unusable condition
• Missing product or incomplete order
• Product received does not match the product ordered

Replacement is subject to product availability. If the same product is unavailable, SilkHair Professionals may offer an eligible refund or an alternative resolution.

4. Conditions for Return

To be eligible for a return or replacement:

• The request must be submitted within the applicable return period.
• The product must be unused and unaltered, except where the return is due to damage or an incorrect product.
• Original packaging, labels, and product information should be retained.
• Batch numbers, serial numbers, or other product identification details must remain intact.
• Customers may be required to provide photographs or videos of the product, packaging, and shipping label.
• Proof of purchase or the relevant order number must be provided.
• The returned product must match the product supplied by SilkHair Professionals.

SilkHair Professionals reserves the right to reject a return or replacement request if the product does not meet the applicable eligibility requirements.

5. Returns That Will Not Be Accepted

Returns or replacements will generally not be accepted in the following circumstances:

• The product has been opened, used, altered, or damaged after delivery due to customer handling.
• Original packaging, labels, or product identification information is missing or damaged.
• Batch number or serial number has been tampered with.
• The return request is raised after 7 days from the date of delivery.
• Damage or missing products are reported after 2 days from the date of delivery.
• The product has been damaged due to improper use, storage, or handling.
• The product has been modified or altered by the customer.
• The returned product does not match the product originally supplied.
• The return does not meet the conditions specified by SilkHair Professionals.

6. How to Request a Return or Replacement

To request a return or replacement:

1. Contact SilkHair Professionals through our official customer support channel.
2. Provide your order number and reason for the return.
3. Share photographs or videos of the product and packaging when requested.
4. Our team will review your request.
5. If approved, you will receive instructions regarding the return.
6. Once the returned product is received, it will be inspected.
7. Following successful verification, an eligible replacement or refund will be processed.

SilkHair Professionals may take up to 2 working days to review a return or replacement request after receiving all required information.

7. Product Inspection

Once the returned product is received, SilkHair Professionals will inspect it to verify the reason for the return.

The inspection may include checking:

• Product condition
• Packaging and labels
• Batch or serial number
• Product authenticity
• Signs of use or alteration
• Damage or tampering
• Order details
• Supporting photographs or videos

A replacement or refund will be processed only after the return has been verified and approved.

8. Refund Policy

If a refund is approved, it will generally be issued to the same payment method used for the original purchase.

SilkHair Professionals will initiate the refund after the return or cancellation has been approved.

Depending on the payment method and financial institution, the refund may take approximately 7–14 working days to appear in the customer’s account.

The actual time may vary depending on the customer’s bank, card issuer, payment gateway, or other financial institution.

Once the refund has been processed, customers will be notified where applicable.

If the refund has been processed but has not appeared within the expected timeframe, customers should contact their bank or payment provider with the relevant refund details.

9. Refund Exceptions

Where applicable, the refund amount may exclude certain non-refundable charges or fees associated with the original transaction.

Any applicable deductions will be communicated to the customer before the refund is processed.

10. Cancellation by SilkHair Professionals

SilkHair Professionals reserves the right to cancel or reject an order in circumstances including:

• Product unavailability
• Incorrect product or pricing information
• Suspected fraudulent or unauthorized transactions
• Incorrect or incomplete customer information
• Violation of our Terms & Conditions
• Other circumstances where fulfilment of the order is not reasonably possible

If payment has already been received for an order cancelled by SilkHair Professionals, an eligible refund will be processed through the applicable payment method.

11. Fraudulent or Suspicious Transactions

SilkHair Professionals may cancel or restrict orders where there is reasonable suspicion of fraudulent activity, unauthorized payment, misuse of promotional offers, or violation of our website terms.

SilkHair Professionals may also restrict future transactions associated with fraudulent activity where permitted by applicable law.

12. Contact Us

For questions regarding cancellations, returns, replacements, or refunds, please contact us through our official customer support channels.