Refund policy
Returns
You may request a return within 30 days of receiving your order. If more than 30 days have passed since delivery, we are unable to offer a refund or exchange.
Return Eligibility
To be eligible for a return:
- Items must be unused, unopened, and in their original sealed packaging.
- Items must be returned in the same condition in which they were received.
- Proof of purchase is required.
Due to hygiene and safety reasons, we cannot accept returns of opened products. Once the protective seal or packaging has been opened, the product cannot be resold and is therefore not eligible for a refund.
To initiate a return, please contact us through our Contact Form. Our team will provide return instructions before you send your package.
Return Shipping
Unless the item arrived damaged, defective, or incorrect, customers are responsible for return shipping costs.
- Original shipping charges are non-refundable.
- Once your return request has been approved, you must provide a valid tracking number within 14 days. Returns without tracking information may not be eligible for a refund.
- Customers are responsible for ensuring that returned items are properly packaged and successfully delivered to our return address. Follicly is not responsible for returns lost or damaged during transit.
Refunds
Once your return has been received and inspected, we will notify you regarding the status of your refund.
If approved, your refund will be issued to your original payment method. Please allow several business days for your payment provider to process the refund.
Refunds are issued only after the returned item has been successfully received and inspected.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you received the wrong item, please contact us within 7 days of delivery and include photos of the product and packaging through our Contact Form.
We will gladly replace the item or issue a refund at no additional cost.
Sale Items & Promotional Offers
Products purchased as part of a promotion (including Buy One Get One Free offers, bundles, or multi-buy discounts) must be returned in full to qualify for a refund. Partial returns of promotional purchases are not eligible for a partial refund.
Exchanges
We replace items free of charge only if they arrive damaged, defective, or incorrect.
Please contact us through our Contact Form to request an exchange.
Free Shipping Threshold
Free shipping applies based on the final order value after returns.
If returning part of your order reduces the remaining order value below the free shipping threshold, we reserve the right to deduct the original shipping cost from your refund.
Uncollected Packages
If a package is returned to us because it was not collected, refused, or could not be delivered due to an incorrect address provided by the customer, a refund will be issued after the package has been returned to our warehouse.
The following costs may be deducted from the refund:
- Original shipping costs (even if the order qualified for free shipping).
- Return shipping fees charged by the carrier.
International Orders
Orders are fulfilled from our warehouses in the United States and Europe, depending on the customer's location and product availability.
Customers will not be required to pay any additional customs duties, import taxes, or clearance fees upon delivery. Any applicable import charges are covered by Follicly.
For international returns, customers should declare returned packages as:
"Returned goods – customer return – no commercial value."
If customs charges or import fees are incurred when the return is received due to an incorrect customs declaration, these costs may be deducted from the refund.
If a returned package is refused, abandoned, destroyed by customs, or otherwise fails to reach our warehouse, no refund can be issued.
