Refund Policy

Refund Policy
This Refund Policy clearly defines the official rules, eligibility criteria, processing procedures, and timeframes for all refund requests placed on our website. This policy applies to all global customers who purchase our basic hair care products, styling and setting products, Redken Brews men’s grooming products, professional salon hair color creams, and salon exclusive treatment products. We implement unified, transparent, and customer-friendly refund standards worldwide to ensure consistent and fair after-sales service for every user.

1. General Refund Eligibility

All eligible refund requests are closely bound to our official return service rules. Customers who have completed a valid return application and successfully returned the products in compliance with our return requirements are entitled to apply for a full or partial refund. To qualify for a refund, the returned items must remain in original condition, with intact original packaging, unopened, unused, and free from man-made damage, soiling, or abrasion. Professional salon-grade products including hair color creams and intensive treatment products must be returned with complete accessories and unbroken packaging to meet refund standards.
We only support refund applications for orders that are legally purchased and fully compliant with our product return specifications. Any products damaged due to personal improper use, incorrect operation, self-dismantling, or unauthorized modification will not be eligible for refund service.

2. Refund Application Timeframe

In accordance with our unified global after-sales service standard, customers have a 60-day return and refund application cycle starting from the date of successful order delivery. Within this valid period, you can submit a refund application for eligible returned products. No refund applications will be accepted for requests exceeding the 60-day valid service period, in order to maintain standardized and unified service management for global orders.

3. Standard Refund Processing Time

After we receive, inspect, and verify your returned products to confirm full compliance with refund eligibility, our team will initiate the official refund process immediately. The unified standard refund processing period for all global orders is 5 to 10 working days. This timeframe is applicable to all regional orders worldwide with no differentiated processing rules.
Please note that the 5–10 working days processing time only refers to our internal official refund review and issuance cycle. The actual arrival time of the refund may be slightly affected by the processing rules and settlement efficiency of your official payment channel, which is beyond our control.

4. Refund Currency & Settlement Rules

All refunds on our website are settled in USD (United States Dollar), consistent with our unified order pricing and transaction currency standard. The refund amount will be calculated based on the actual payment amount of the original order. Since all products enjoy permanent free global shipping, no shipping fees, handling fees, or additional hidden charges will be deducted from your refund amount for eligible orders.
Refunds will be returned through the original payment method used for order settlement. We do not support cross-channel refund transfer or designated account refund services to ensure the security and accuracy of fund settlement.

5. Partial Refund Rules

For orders with multiple product purchases, customers can apply for a partial refund for individual eligible products within the valid return period. Our team will calculate the corresponding refund amount according to the unit price of the returned items in the original order. The partial refund processing cycle still follows the unified 5–10 working days standard after product inspection and verification.

6. Ineligible Refund Situations

We reserve the right to reject refund requests under the following circumstances: expired refund application period, returned products with damaged packaging, opened or used products, man-made damaged goods, incomplete product accessories, abnormal order transactions, and requests that fail to comply with our return and refund specifications. In addition, customized use effects and subjective personal experience differences that do not affect product quality do not constitute valid reasons for mandatory refunds.

7. Failed Refund & Reapplication Guidelines

If your refund application is rejected due to incomplete materials or non-compliant product status, our customer service team will send you a detailed rejection explanation. You can supplement relevant certification materials or resubmit a qualified application in accordance with official guidelines. We will review your updated request again following standardized service procedures.

8. Support & Assistance

For any inquiries about refund eligibility, application procedures, refund progress tracking, and policy interpretation, please contact our professional customer service team via the official Contact Us page. All official contact channels and service email addresses are displayed on the Contact Us page, and we will provide timely, accurate, and professional after-sales support for your refund-related needs.