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Returns and exchanges

The party to the sale contract is the seller who published the listing, so returns and exchanges are arranged with them. HAIRSGURU steps in if a direct arrangement does not work out.

If the item is not right for you

In a distance sale the buyer has the right to refuse goods of adequate quality at any time before delivery, and within seven days after delivery. If the seller did not provide information about the returns procedure and deadlines in writing, that period becomes three months from the date of delivery.

An item can be returned if it has kept its original appearance and consumer properties and has not been used. For hair that means the bundle or strands have not been unbraided, coloured or processed, and the factory packaging and tags are intact.

If the item is defective

If you find a defect, tell the seller straight away and attach photos and video: a general view, the packaging, the tag and the defect itself. The seller is obliged to review the claim and offer a replacement, a repair or a refund within the deadlines set by law.

How to file a claim

  1. Write to the seller - their contacts are shown in the listing and in the order confirmation.
  2. Describe the reason and attach photos of the item and the packaging.
  3. Agree on how to proceed: shipping the item back, a replacement or a refund.
  4. Money is refunded by the same method the payment was made with.

Could not reach an agreement?

Write to us at volosatyi-biznes@yandex.ru or through the contact form, attaching the order number, your conversation with the seller and photos of the item. We will look into it and join the conversation. Systematic breaches of the rules by a seller are grounds for removing their listings from the platform.

Worth knowing

  • The cost of shipping back goods of adequate quality is borne by the buyer, unless the parties agree otherwise.
  • The shade of hair in a photo and in person may differ slightly because of lighting and screen settings - this is not considered a defect. If the colour is critical, ask the seller for a video in daylight before paying.
  • Check the weight of the bundle on receipt: any discrepancy with the stated weight is a reason to contact the seller immediately.