Refund policy
Effective Date: January 1, 2022
Welcome to HairNest.store. We sincerely appreciate your trust in choosing HairNest as your destination for elegant hair accessories inspired by timeless femininity and everyday comfort. Customer satisfaction is at the heart of everything we do, and we strive to ensure every order meets the highest standards of quality, style, and service.
This Return & Refund Policy explains how returns, exchanges, refunds, cancellations, and damaged or defective products are handled when you purchase from HairNest.store. By placing an order through our website, you acknowledge that you have read, understood, and agreed to this policy.
1. Our Commitment
HairNest.store believes that shopping should be enjoyable, transparent, and worry-free.
We proudly offer:
- Worldwide Shipping
- 30-Day Return Window
- Customer-first Support
- Secure Shopping Experience
- Professional Order Assistance
- Fair and Transparent Refund Process
If something isn't right with your order, our support team will work diligently to find the most appropriate solution.
2. Return Eligibility
You may request a return within 30 calendar days after receiving your order.
To qualify for a return, the item must meet all of the following conditions:
- Unused
- Unwashed
- Undamaged
- Free from stains, odors, perfume, cosmetics, or pet hair
- Returned with original packaging whenever possible
- Include all accessories and original components
- Not altered or customized
Returns that do not meet these conditions may be declined or partially refunded depending on the item's condition.
3. Non-Returnable Items
For hygiene, safety, and product integrity reasons, certain products cannot be returned unless they arrive damaged or defective.
These may include:
- Personalized items
- Custom-made products
- Gift cards
- Final sale items
- Clearance products
- Items marked "Non-Returnable"
- Products showing signs of use
- Products damaged after delivery by improper handling
We reserve the right to determine whether a returned item meets our eligibility requirements.
4. 30-Day Return Window
Customers have thirty (30) days from the confirmed delivery date to submit a return request.
Requests submitted after the 30-day period may not be eligible for approval.
We encourage customers to inspect their purchases immediately after delivery.
5. How to Start a Return
To begin the return process, please contact us before sending any item back.
Email:
Please include:
- Full Name
- Order Number
- Email Address
- Product Name
- Reason for Return
- Photos (if applicable)
Our support team will respond with detailed return instructions.
Returns sent without prior authorization may experience delays or be refused.
6. Damaged or Defective Items
Although every order is carefully inspected before shipment, damage may occasionally occur during transportation.
If your order arrives:
- Damaged
- Defective
- Broken
- Incorrect
- Missing parts
please contact us within 7 days of delivery.
Include:
- Photos of the shipping box
- Photos of the damaged product
- Order number
- Description of the issue
After review, we may provide:
- Replacement
- Full refund
- Partial refund
- Store credit
depending on the situation.
7. Incorrect Orders
If you receive the wrong item, please contact us immediately.
Do not use the product.
Once verified, we will arrange an appropriate solution, which may include:
- Sending the correct product
- Providing a prepaid return solution where applicable
- Issuing a refund
- Offering a replacement
8. Lost Packages
If tracking indicates unusual delays or your package appears lost during transit, please notify us.
Our team will investigate with the shipping carrier.
If the shipment is officially confirmed as lost, we will normally offer either:
- A replacement order, or
- A full refund
Investigation times may vary depending on the carrier.
9. Order Cancellation
Orders may be cancelled before processing begins.
If your order has not entered fulfilment, we will issue a full refund.
Once an order has been processed or shipped, cancellation is no longer possible.
Customers may instead request a return after delivery if eligible.
10. Change of Mind
We understand that preferences may change.
If you simply change your mind, you may request a return within our 30-day return period provided the product remains:
- New
- Unused
- In original condition
Return shipping costs for change-of-mind returns are generally the customer's responsibility unless otherwise required by applicable law.
11. Exchanges
We currently do not guarantee direct product exchanges.
If you wish to receive another colour, style, or variation, we recommend:
- Returning the eligible item.
- Receiving the approved refund.
- Placing a new order.
This allows faster processing and better inventory availability.
12. Return Shipping
Customers are generally responsible for return shipping costs unless:
- We shipped the wrong product
- The item arrived defective
- The item arrived damaged
- The package was incomplete due to our error
We recommend using a tracked shipping service.
HairNest.store cannot guarantee receipt of returns sent without tracking.
13. Return Address
Do not send products directly to the address listed on our website unless instructed by our customer support team.
Returns must be authorised first to ensure they are routed to the appropriate return facility.
Unauthorised returns may delay processing.
14. Inspection Process
After your returned package arrives, our quality team will inspect the item.
Inspection normally includes:
- Product condition
- Packaging
- Signs of wear
- Completeness
- Hygiene assessment
This review generally takes 3–7 business days.
15. Refund Approval
Once approved, your refund will be processed using the original payment method whenever possible.
Customers will receive a confirmation email once the refund has been initiated.
16. Refund Time
Financial institutions process refunds differently.
Estimated processing times:
- Credit Cards: 5–10 business days
- Debit Cards: 5–10 business days
- PayPal: 2–5 business days
- Other payment providers: according to their policies
Processing delays caused by banks or payment providers are beyond our control.
17. Partial Refunds
In certain situations, only a partial refund may be granted.
Examples include:
- Missing accessories
- Opened packaging with reduced resale value
- Minor customer-caused damage
- Incomplete returns
Each case is evaluated individually.
18. Refund Method
Refunds are normally issued to the same payment method used during purchase.
Where this is not possible, we may discuss an alternative refund solution with the customer.
Cash refunds are not available.
19. Promotional Purchases
If an order included promotional discounts, bundle pricing, or special offers, the refund amount may be adjusted accordingly.
Free gifts associated with returned purchases may also need to be returned.
20. Refused Deliveries
Orders refused without prior communication may incur:
- Return shipping fees
- Carrier handling charges
- Customs expenses (if applicable)
These costs may be deducted from the final refund.
21. International Orders
Customers outside Canada remain eligible for our return policy.
However, international customers may be responsible for:
- Return postage
- Import documentation
- Customs declarations
- Local taxes or duties associated with the return shipment
HairNest.store is not responsible for customs fees imposed by destination countries.
22. Hygiene Policy
Hair accessories come into close contact with hair and skin.
To protect all customers, products showing evidence of use may not qualify for resale and therefore may not be eligible for refund.
This policy helps maintain product quality and customer safety.
23. Fraud Prevention
HairNest.store reserves the right to refuse returns or refunds involving:
- Repeated abusive return activity
- False damage claims
- Fraudulent payment disputes
- Altered products
- Misrepresentation of product condition
Such decisions are made only after careful investigation.
24. Force Majeure
Refund and return processing may experience delays due to circumstances beyond our reasonable control, including:
- Natural disasters
- Government restrictions
- Public health emergencies
- Carrier disruptions
- Customs inspections
- Severe weather events
We appreciate your patience during such situations.
25. Consumer Rights
Nothing in this policy limits or excludes any consumer rights available under applicable laws in your country or province.
Where mandatory legal protections provide greater rights than those described here, those protections will prevail.
26. Policy Updates
HairNest.store may revise this Return & Refund Policy from time to time to reflect changes in our business practices, legal obligations, or customer service standards.
The latest version will always be available on our website.
Continued use of our website constitutes acceptance of the updated policy.
27. Contact Us
If you have any questions regarding returns, refunds, replacements, or order issues, please contact our Customer Care Team.
HairNest.store
Address
1084 Islington Ave.
Etobicoke, ON M8Z 4R9
Canada
Phone
(780) 777-9997
Our support team is committed to providing friendly, professional, and timely assistance. We value every customer and will make every reasonable effort to ensure your shopping experience with HairNest.store is smooth, enjoyable, and worry-free.