Refund Policy
At HAIRÉLIA, every order is prepared with care. We want every customer to feel confident when purchasing our products and to understand clearly how returns and refunds work. Because HAIRÉLIA products are cosmetics and personal care products, our return policy follows strict hygiene and safety principles.
1. Regional Return Rules
HAIRÉLIA operates internationally through different legal entities depending on the customer’s country, region, and domain used for purchase. For purchases in Europe, the responsible selling entity is:
Continents Beauty B.V.
Torenlaan 5B
1402 AT Bussum
The Netherlands
For purchases in the United States and all other international markets outside Europe and Brazil, the responsible selling entity is:
Continents Beauty LLC
1712 Pioneer Ave Ste 500
Cheyenne, WY 82001
United States
For purchases in Brazil, the responsible selling entity is:
Continents Seven / Best Result
Rua Molinara 175
Vino Barolo
Bragança Paulista – SP
12903-476
Brazil
Customer Support for all regions:
[email protected]
The return and refund conditions applicable to your order may depend on your country, the domain used for purchase, the entity responsible for the sale, and mandatory consumer protection laws in your region.
2. Right of Withdrawal — European Union
If you are a consumer purchasing online within the European Union, you may have the right to withdraw from your purchase within 14 days after receiving your order. To request a return, you must contact us within 14 days of receiving your order.
Please email:
Include:
Your full name.
Order number.
Email address used for the order.
Product name.
Reason for return, if applicable.
Photos, if the product is damaged, defective, or incorrect.
3. Brazil — Consumer Right of Withdrawal
For purchases made in Brazil, Brazilian consumer protection rules may apply.
If applicable, consumers may have the right to withdraw from an online purchase within the legally required period under Brazilian consumer law. The product must comply with the return conditions described in this policy, especially hygiene and product integrity requirements.
4. United States & International Returns
For purchases made in the United States and in all other international markets outside Europe and Brazil, returns may be accepted according to the conditions stated in this Refund Policy and any applicable consumer protection laws. Because HAIRÉLIA products are personal care and cosmetic products, opened, used, unsealed, tested, damaged, or tampered products cannot be returned for hygiene and safety reasons.
5. Return Conditions
To be eligible for return, the product must be:
Unused.
Unopened.
Sealed.
In its original packaging.
In the same condition as received.
Returned with all original boxes, seals, labels, and protective packaging. For hygiene and health protection reasons, we cannot accept returns of cosmetic products that have been opened, used, unsealed, tested, damaged, or tampered with after delivery.
6. Products That Cannot Be Returned
The following products cannot be returned:
Opened cosmetic products.
Used haircare products.
Products with broken seals.
Products without original packaging.
Products damaged after delivery by the customer.
Products that show signs of use or testing.
Products returned without authorization.
Gift cards, if applicable.
Personalized or specially prepared products, if applicable.
This policy exists to protect the hygiene, safety, and trust of every HAIRÉLIA customer.
7. Damaged, Incorrect, or Defective Products
If your order arrives damaged, incorrect, or defective, please contact us within 48 hours of delivery.
Email:
Please include:
Your order number.
A photo of the product.
A photo of the outer shipping box.
A photo of the shipping label.
A short explanation of the issue.
After reviewing your case, we may offer a replacement, refund, or store credit, depending on the situation. Please keep the product and packaging until our customer support team has reviewed your request.
8. Return Shipping Costs
If you return a product because you changed your mind, return shipping costs are normally the responsibility of the customer, unless applicable law provides otherwise. If the return is due to an error by HAIRÉLIA, such as a wrong, damaged, or defective product, we will review the case and may cover the return or replacement shipping costs.
9. Refund Process
Once we receive the returned product, we will inspect it. If the return is approved, the refund will be issued to the original payment method. Refund processing times may vary depending on your bank, card provider, or payment provider.
Original shipping costs may not be refundable unless required by law or unless the return is due to an error by HAIRÉLIA.
10. Refused, Unclaimed, or Undeliverable Orders
If an order is refused, not collected, returned due to an incorrect address, or cannot be delivered because of customer-related reasons, we may deduct shipping costs, return costs, customs fees, handling fees, or other related charges from any refund.
11. International Returns
For international returns, customs duties, import taxes, shipping costs, and handling fees may apply. Unless the return is due to an error by HAIRÉLIA or mandatory law provides otherwise, these costs are normally the responsibility of the customer. HAIRÉLIA is not responsible for delays caused by customs or local authorities.
12. Exchanges
We do not guarantee direct exchanges. If you would like a different product, you may return the eligible product according to this Refund Policy and place a new order.
13. Sale Items, Bundles & Promotional Products
Products purchased during promotions, with discount codes, or as part of bundles may be subject to specific return conditions. If a bundle is returned incomplete, the value of missing products, free gifts, or discounts may be deducted from the refund.
Free gifts must also be returned unused, unopened, and in their original packaging if the full order is returned.
14. Professional, Salon Privé & Wholesale Orders
Salon Privé, wholesale, distributor, or professional orders may be subject to separate commercial return conditions. Due to the nature of professional pricing, bulk orders, and wholesale distribution, returns may be limited unless products are defective, damaged, or incorrectly supplied. Specific return conditions may be agreed separately in commercial agreements.
15. How to Request a Return
To request a return, contact:
HAIRÉLIA Customer Support
[email protected]
Please wait for return instructions before sending any product back. Products returned without prior authorization may not be accepted.