We have created products that are aimed to help improve the overall health, strength and length of your hair from the inside out and it is so important to us that as our customer, you receive the best experience with us possible. With this in mind, we’re excited to share we are going greener and reducing our carbon footprint! This means no more paper invoices in your orders so please make sure to check all the terms for our Returns below before sending your order back to us!

Missing Items:

If your order arrives to you with missing products not included in your order upon delivery, you must make our customer care team aware of this within 48 hours of receiving your order. If this is not complied with, our team would be unable to investigate this further and are eligible to not send out any of the missing items.

Expiration Dates:

Please note that all products are sold with a minimum expiry date of 6 months, we expect customers to use the products within this time due to the treatment times that we sell. Customers are not eligible to request a replacement or refund if these are outdated 6 months since purchase.

Refunds (if applicable):

Once your return is received and inspected, we will send you a email to notify you that we have received these item(s). We will also inform you of the approval or rejection of your refund depending on how these are returned. 

If you are approved, then we will refund you back on the payment method you used when originally placing the order with us which can take between 7-10 working days of the refund being confirmed by the team. Please note we are not responsible for the returning of your items and if these get lost in transit, we cannot refund you for the items, this is why we recommend putting any returns on trackable service. 

 We cannot refund any item if:

  • It is not in its original condition, is damaged or missing parts for reasons not due to our error
  • It is returned more than 30 days after delivery, this does not apply if there has been delays in this coming back to us as long as we can see on the tracking information the return was issued before the time given. 
  • Any items you return back to us at your own accord and these become lost in transit and never reach our Returns department we hold no responsibility for.
  • We cannot accept any accessories being returned that have been delivered to you for hygiene reasons, used or not used
  • Any orders received by our Returns department which does not include a note outlining your name, order number, reason for return and product name and quantity being returned otherwise we will not know this is your return.

Late or Missing Refunds (if applicable):

If you haven’t received a refund within 7-10 working days of the team confirming this, first check your bank account again, then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@hairburst.com.

Exchanges (if applicable):

We only replace items if they are defective or damaged. If you need to exchange it for the same item please ensure to make our team aware by sending us a email to support@hairburst.com. If you would like to switch a unopened product for a different product in our range and return this, we will charge you for the price difference, if there is one, between the products and additional shipping charges to resend this back to you. 

Changed your mind about your order?

If you have decided that you no longer wish to receive your order or this was done by mistake and this has yet not been received, we advise you to refuse the order upon delivery to avoid return fees for yourself. If ordering to the UK you can go to the DPD App and use your order number which can be located I your email confirmation from us to both track your order but also select ‘ Return to sender’ so this is not delivered. Once we can see this is on it’s way back to us we can refund you or alter your order as you wish. 

Returning order back to us:

To return your products back to us, please find the appropriate returns address depending on which country you ordered to : 

UK returns address - Care of Hairburst, DPD UK, DPD Logistics, Unit 1, Roebuck Lane, Smethwick, West Midlands, B661BY 

Ireland & The Rest of the World – Return of Hairburst, James and James Fufillment Centre, Rhosili Rd, Northampton NN4 7JE

For any returns we highly recommend this being on a trackable shipping service so you can monitor the parcel’s return back to us. You must include a note for us in your return outlining your name, order number, reason for return and product name and quantity being returned so our Returns team know who the return is from. Please return within a maximum of 30 days and we will be happy to give you a full refund or replacement.  We can’t guarantee that we will receive your returned item, if we do not then it is your own responsibility to investigate this with the shipping service you returned this on and if not received we would be unable to refund you, as mentioned in section ‘We cannot refund any item if'.

*Please note that we do not cover any returns costs (unless this being our error) or supply return slips*

Money Back Guarantee:
Please note that we do offer a 90-day 100% money back guarantee (excluding the shipping fee) on all 3 month vitamin products if you’re not happy with the products you have purchased and have already discussed your concerns with a member of our customer care team. You will only be eligible for this after 90 days after using the products, a refund will then be processed once our team has received this back, we advise with all returns for these to be on a trackable service. Please note the returns address differs for this compared to the DPD address for regular returns, you are required to speak to a member of our team so they can inform you of the address for this.