Returns, Refunds & Exchanges

1. Scope

This policy applies to products purchased directly from Lavender Hair. It does not cover treatments or other service arrangements.

We accept returns for a refund or exchange when a product is defective. For non-defective products that were correctly supplied, we do not accept returns or exchanges because of a change of mind, the customer’s own incorrect selection or personal preference.

If the product you receive differs from the product you purchased, please contact us so we can investigate and resolve the issue. The personal-choice restriction above does not relieve us of responsibility for supplying the wrong product.

2. When to request a return

Contact us on WhatsApp at +852 9578 1166 within 7 calendar days of receiving the product to request a return or exchange. This is the request period, not a requirement for the product to be returned or delivered back within 7 days.

This request period is part of our normal handling process. It does not limit or replace your rights and remedies under applicable Hong Kong law.

3. Contact and return process

1. Contact us first on WhatsApp at +852 9578 1166. Provide the product name, a description of the problem and a receipt, payment record or other reasonable proof of purchase. If available, photographs showing the issue can help us assess it.
2. Stop using the product if you suspect a defect. Keep the product and any packaging you still have for assessment. We will not reject a claim solely because the product was opened where reasonable opening or use was needed to discover the defect. Original packaging, a paper receipt or an unboxing video is not the only acceptable evidence.
3. We will confirm arrangements for returning the product by post or in store, including the receiving location. To avoid loss or delay, please do not send a product back before contacting us and arranging the return.

4. Defective-product return costs

Once a product defect is confirmed, Lavender Hair will cover the associated return shipping cost and will not charge a return or exchange handling fee. Please confirm the return arrangements with us first so that we can coordinate the return method and shipping cost.

5. Refunds and exchanges

Once a product defect is confirmed, we will arrange a refund or exchange with you. Exchanges depend on stock availability. If a suitable replacement is unavailable, we will arrange a refund with you.

We will process the refund to the original payment method within 7 business days after receiving the returned product and confirming the defect. The refund is based on the amount actually paid, not the displayed retail price before discounts or deductions.

The 7-business-day period refers to our refund processing. Your bank or payment provider may need additional time to post the refund.

6. Reasonable assessment and non-defect damage

Damage caused by misuse, storage contrary to product instructions or unauthorised alteration is not a product defect covered by this policy. We will assess the circumstances and explain the outcome.

We will not apply a blanket refusal to assess a defect claim solely because a product has been opened or used.

7. Your statutory rights

The request period and procedures in this policy do not affect consumers’ rights and remedies under applicable Hong Kong law or relieve the store of its legal obligations or commitments. Any applicable legal requirements take precedence.