Returns & Refunds

WHERE CAN WE REACH YOU?
Our Customer Service team is available and will respond within 24 hours. You can reach us at:
Email: Contact@hials.co

To help expedite your request, please clearly state your order number, issue/concern, and the email address used for the purchase. We will get back to you within 24 hours.

AM I ELIGIBLE TO RETURN THE PRODUCTS?

  • You have a 14-day return window starting from the date you receive your product.

  • Only unopened, unused products in their original packaging qualify for returns.

  • Products that do not suit your specific hair type or condition are not eligible for a refund.

If eligible, please follow these steps to proceed with your return:

  • Email us at Contact@hials.co

  • Include your order number and purchase email.

  • Explain why you want to return the product and specify which product.

  • We will contact you within 12 hours with further instructions.

I RECEIVED A DAMAGED ITEM. WHAT SHOULD I DO?
If your product is damaged, contact us via email within 7 days of delivery with a brief description and photos or video of the damaged product.
Use the subject line: Damaged or Defective Product
Include:

  • Order Number

  • Full Name

  • Email Address

  • Description and photo/video of the damage

We will issue a replacement promptly.

WHO IS RESPONSIBLE FOR RETURN SHIPPING COST?
The buyer is responsible for return shipping costs. Please use a trackable shipping method, as we are not responsible for items lost in transit.

WHAT ITEMS ARE NON-REFUNDABLE?

  • Shipping fees (if applicable)

  • Expedited processing fees

  • Consumables such as serums, gels, creams, or makeup

HOW DO I SHIP BACK THE ITEMS?
Instructions will be provided after your return request is approved. Customers are responsible for shipping costs and should not return products without prior consultation.

HOW SOON WILL I GET MY REFUND?
Once your returned product is inspected and approved, we will send an email regarding approval or rejection of your refund request. Items must be in good condition and include all manuals and accessories.
Refunds will be processed for the full product price minus any discounts and shipping charges.

LATE OR MISSING REFUNDS
If you haven’t received your refund:

  1. Check your bank account to ensure the refund hasn’t posted.

  2. Contact your credit card company, as it may take time to process.

  3. Contact your bank as refunds often have a processing period.

If you’ve done all the above and still haven’t received your refund, please contact us at Contact@hials.co.

WE RESERVE THE RIGHT TO MODIFY THIS RETURN POLICY AT ANY TIME.

Thank you for choosing HIALS™. We appreciate your business and are committed to helping you enjoy the best hair care experience.

For questions, email us at Contact@hials.co — we’re here to help!