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Returns & Refunds

How Do I Return?

To start a return request, please ensure you read through the following information and then:

  • Visit our returns portal with your order details, OR
  • Log into your account and visit the "My Orders" section to initiate a return

Important: Any returns sent to us that have not been submitted via the portal will not be
processed.

You'll be notified via email once your return has been approved/rejected in line with our returns policy with next steps.

What Is Your Returns Policy?

We offer a 30-day money-back guarantee on all orders.

Return Window

  • Your return request must be made within 30 days of receiving your order
  • Items must be shipped back within 14 days of receiving return authorization

Product Condition

We accept returns on both used and unused products as we want you to be able to try our products risk-free.

Products can be returned if:

  • Used or opened (we understand you need to test them)
  • Unopened and unused
  • With or without original packaging
  • With or without tags attached

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Gift cards or digital products
  • Items marked as "Final Sale" or "Non-Returnable" at time of purchase

Collection/Bundle Items

Please note, any items purchased as part of a collection or bundle must be returned as a full set. We don't accept returns on individual items from bundles.

Free Gifts

If your order came with a free gift, this must be returned with the other items in your order.

Third-Party Purchases

We can only accept returns on products purchased directly from our website. Any products purchased from retail partners can only be returned to where the original purchase was made.

Faulty or Damaged Items

If you have received an item that appears faulty or damaged, we're sorry about this. Please contact our support team at contact@phoamhair.com with your order details and a photo of the fault. One of our team will be happy to help and arrange a replacement or full refund.

How Soon Will I Get My Refund?

Inspection Timeline

  • Your return will be inspected within 5-7 business days of receipt
  • During busy periods (Black Friday/Christmas), please allow up to 14 days for processing
  • We aim to process your return as quickly as possible

Refund Processing

  • If approved, your refund will be issued back to the original payment method on your order
  • All refunds can take up to 5-10 business days to appear back in your account from being issued
  • You will receive an email confirmation once your refund has been processed

What's Included

  • Full product price refunded
  • Original shipping charges are non-refundable
  • Return shipping costs are deducted from refund

Exchanges

We're happy to help you exchange your item!

How to Exchange

  1. Submit a return request via our returns portal
  2. Select "Exchange" and specify which product/variant you'd like instead
  3. Return your original item using the instructions provided
  4. Once received and inspected, we'll ship your exchange item

Exchange Eligibility

  • Exchanges must be requested within 30 days of receiving your order
  • Items must meet our returns criteria
  • We can only offer one exchange per order
  • If the new item costs more, you'll be charged the difference
  • If the new item costs less, we'll refund the difference

Faster Alternative

For quicker service, we recommend:

  1. Place a new order for the item you want
  2. Return your original item for a refund. This ensures you receive your new item without waiting for the return process to complete.

Additional Information

Return Monitoring

All returns are monitored to avoid misuse or abuse of our return policy. We flag customers who meet our criteria for excessive returns, and those flagged may be subject to us reviewing and revoking our return policy. We reserve the right to refuse service to anyone.

No Refunds for Personal Dislike

Please note that while we accept returns on used products within 30 days, we do not offer refunds for products due to subjective personal preference beyond the return window. If you believe an item in your order is faulty or damaged, please send photos of the damage/fault to our support team.

Items Not Meeting Criteria

Any items returned to us that do not meet our returns criteria will be sent back to you. You will be responsible for return shipping costs in this case.

Return Address

IMPORTANT: DO NOT SEND RETURNS WITHOUT AUTHORIZATION

Once your return is approved, we will provide you with:

  • Return authorization number
  • Return shipping address
  • Return instructions
  • Prepaid label if applicable

Contact Us

If you have questions about returns or refunds or want an update on your order, we’d be happy to help.

Email: contact@phoamhair.com or reach out through our Contact Form (don’t forget to include your order number if you have one).

Customer Service Hours: Monday to Saturday, 08:00–22:00 (CET). Closed on Sundays and public holidays.

We aim to respond to all messages within 24 hours on business days.