Complaints

Although the percentage of defects in delivered products is low, please know that we will resolve any inconvenience promptly and to your satisfaction. It's in our best interest to resolve everything as quickly as possible, so don't worry about waiting longer than necessary to resolve the issue.

When can I file a complaint?

We are not responsible for any new defects, especially if they have been caused by misuse. For used products, we are not responsible for defects corresponding to the degree of use or wear of the products at the time of delivery. In the case of products for which the usability period is indicated, we are also responsible for whether the products are fit for use during this period.

Please note that sensitivity or allergic reactions to the delivered products cannot in themselves be considered a defect in the products themselves. The images of the products in our virtual shop are illustrative and are not a binding representation of the characteristics of the products (for example, the packaging may vary due to the change of packaging by the manufacturer).

What are my rights when making a complaint?

In the event of a product defect or incorrect variant, we can agree compensation in the form of a voucher together.

You also have the right to request that the defect be removed by replacement delivery.

If such defect removal is impossible or inexpedient for us, you are entitled to claim a discount on the purchase price. In this case, you can keep the product and we will refund part of the purchase price, as agreed with the Luxury Hair™️ team. At the same time, you can also withdraw from the sales contract.

The shipping costs are charged to the customer, the costs of changing the size or the new delivery are charged to the customer.

Things to remember

The right of withdrawal is reserved exclusively for consumers (natural persons who purchase the goods not for purposes related to their professional, commercial or entrepreneurial activity), therefore it cannot be exercised by legal persons and natural persons acting for purposes related to the activity professional breakthrough.

Warranty

We are absolutely sure of the quality of our hair device and for this reason we are happy to offer a 30 day money back guarantee! *On included products.

Our policy lasts 30 days from the delivery date of your order. If they have passed, unfortunately we cannot offer you a refund or exchange.

The product must be returned in its original packaging intact and with all components.

We DO NOT offer returns for delivery delays, unless deriving from personal agreements made between the Luxury Hair Team and the customer. However our guarantee covers the event that the product is not received within 30 days of placing your order.

To make a return, you must present proof of purchase by contacting customer service at supporto@yourluxuryhai.rcom to ask for the return shipping address.

Once your returned item has been received and inspected, we will send you an email to confirm that we have received it. We will also notify you of our decision to approve or deny your refund request within 7 business days.

If your application is approved, your refund will be processed and a bank transfer will be made to the customer's bank details.

Late or missing refunds

If you still haven't received your refund, please check your bank account first.

Then contact your credit card issuer, as there may be a delay before your refund is officially posted.

Then contact your bank. There is often some processing time before we issue a refund.

If after going through all these steps you still haven't received your refund, please contact us at support@yourluxuryhair.com.

Shipment

It is mandatory to notify us by email before proceeding with the return, also sending us the tracking code of the return shipment. We are not responsible if the customer sends the return to an address not indicated by us via email

You will be responsible for paying the shipping costs to return your item. Shipping charges are non-refundable.

If you are shipping an item over $20 you should consider using a delivery service that allows you to track the shipment or take out delivery insurance. We DO NOT guarantee that you will receive the returned item.

Other

The determining factor of the results is the frequency of use of the device so try to be consistent and to complete the treatment for the recommended length of time. Inconstancy will greatly affect your results. This is because it takes time to understand how the Pro Brush brush is actually more effective on your hair. The reaction of these to the brush is subjective.

We therefore recommend trying it in different situations: wet, damp, dry hair; in the morning and in the evening etc...

Before doing the various treatments, make sure that the side button light is green. Click here for instructions.

We are free to (reasonably) refuse a refund in case the return comes back defective or broken.

The shipping costs of the refund and the process itself are the responsibility of the buyer.