Refund policy

We want you to be happy with your purchase. If there’s an issue with your order, we’re here to help.

Returns

Due to hygienic reasons, we only accept returns or exchanges if the item arrives damaged, defective, or you receive the wrong product. Items must be unused, unopened, and in their original packaging to be eligible.

You must contact us within 30 days of receiving your order to request a return. To start the process, email us at info@hairplug.ca with your order number and a description (and photo, if applicable) of the issue.

If your return is approved, we will provide the return address and a prepaid return label along with detailed instructions.

Please do not send items back without contacting us first, as they will not be accepted.

Damaged or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, email us immediately at info@hairplug.ca so we can evaluate the issue and resolve it quickly.

Non-Returnable Items

Because of the personal nature of our grooming products, we do not accept returns on:

  • Opened or used items

  • Personal care and beauty products (unless defective on arrival)

  • Sale items

  • Gift cards

If you’re unsure about your item’s eligibility, feel free to contact us.

Exchanges

We only offer exchanges for items that arrive damaged or defective. If your return is approved, you may choose a replacement item instead of a refund.

European Union Customers

If your order is shipped to the EU, you are entitled to a 14-day cooling-off period. However, for hygiene reasons, only unopened and unused items in their original condition will be accepted.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process the refund.

If it's been more than 15 business days since we approved your return and you haven’t received your refund, please contact us at info@hairplug.ca.