Eleven Australia Hydrate My Hair Conditioner – Moisturizing Conditioner – Dry Hair – Canada

Returns, Exchanges, and Refunds Policy

This Returns, Exchanges, and Refunds Policy (“Policy”) governs the terms under which customers may request a return, exchange, refund, replacement, or credit for products purchased from Hair Care Canada (“Hair Care Canada,” “we,” “us,” or “our”). By placing an order with Hair Care Canada, you acknowledge that you have read, understood, and agree to this Policy.

1. Returns

Unused, unopened, and untampered products may be eligible for return or exchange within 15 days from the date of delivery, as confirmed by the carrier tracking record.

For hygiene, safety, authenticity, and resale reasons, products that have been opened, used, altered, tampered with, damaged after delivery, or removed from their original container are not eligible for return, exchange, or refund.

Returns requested or received more than 15 days after delivery are not eligible for refund, exchange, or credit.

2. Return Procedure

To request a return or exchange, customers must contact Hair Care Canada and, if approved, return the item to:

Hair Care Canada Operations
29 Walgrove Mews SE
Calgary, AB T2X 4A3
Canada

Products must be securely packaged for return shipping. Hair Care Canada is not responsible for products damaged, lost, or altered during return transit.

3. Return Shipping Costs

If the return or exchange is required due to an error by Hair Care Canada, such as an incorrect item shipped, we will provide a prepaid return label.

If the return is due to customer preference, product choice, scent preference, allergy, sensitivity, compatibility issue, change of mind, customer ordering error, or dissatisfaction, the customer is responsible for return shipping costs.

Approved customer-choice returns may be subject to a $25 administration/restocking fee to cover handling, inspection, restocking, and inventory management.

4. Product Selection, Compatibility, and Customer Satisfaction

Customers are responsible for selecting products suitable for their individual hair type, skin sensitivity, allergies, preferences, and intended use.

Hair Care Canada is not responsible for dissatisfaction resulting from personal preference, product compatibility, scent, texture, performance expectations, allergic reaction, sensitivity, or products selected by the customer.

Product recommendations, whether provided by Hair Care Canada or through website content, are general guidance only and do not guarantee individual results.

5. Leakage During Shipping

Leakage may occasionally occur during transit due to pressure changes, carrier handling, loose caps, or the liquid nature of hair care products. Minor leakage is not considered full product damage and does not automatically qualify for a full refund, replacement, or exchange.

Where appropriate, Hair Care Canada may offer a proportional refund based on the estimated amount of product lost.

Minor leakage must be reported within 24 hours of delivery and must include clear photos of the product, packaging, shipping label, and leaked contents.

Hair Care Canada does not normally require return of products affected only by minor leakage. If leakage is caused by carrier handling, the customer may also be required to file a damage claim directly with the carrier.

6. Damaged Goods

Hair Care Canada ships products in new and undamaged condition. Packing images may be retained for order verification purposes.

Damage during transit must be reported within 24 hours of delivery. Claims must include clear photos of the damaged product, outer packaging, inner packaging, shipping label, and any visible damage.

Claims submitted without clear evidence may be denied.

Not all professional hair care products are manufactured with safety seals. Lack of a safety seal does not mean a product is used, opened, counterfeit, or defective. Hair Care Canada sources products through authorized Canadian professional beauty industry distributors and is committed to selling authentic professional hair care products.

7. Defective Products

If a product is believed to be defective due to a manufacturing issue, the customer may be required to contact the manufacturer directly. Proof of purchase may be required.

Hair Care Canada may assist where possible, but manufacturer defects are subject to the manufacturer’s policies and approval process.

8. Freezing and Temperature Sensitivity

Hair Care Canada is not responsible for product damage caused by freezing temperatures, heat exposure, weather conditions, or delayed pickup after delivery.

Customers are responsible for retrieving delivered packages promptly. Liquids may expand, leak, separate, or experience packaging damage if exposed to freezing or extreme temperatures.

9. Shipping, Tracking, and Delivery Issues

All shipments are sent with tracking. Once an order has been accepted by the carrier, delivery timing, routing, scanning, and final delivery are controlled by the carrier.

Hair Care Canada is not responsible for carrier delays, missed scans, weather delays, theft, incorrect delivery by the carrier, community mailbox issues, building access issues, or packages marked delivered by the carrier.

Customers are responsible for monitoring tracking and contacting the carrier directly regarding missing, delayed, or misdelivered packages.

Any issue involving missing items, incorrect items, damage, leakage, or delivery discrepancy must be reported to Hair Care Canada within 10 days of delivery unless a shorter reporting period is stated in this Policy.

10. Delayed Deliveries After Refund, Credit, or Replacement

If Hair Care Canada issues a refund, credit, charge reversal, or replacement because a shipment is believed to be lost, significantly delayed, or undelivered, and the original shipment is later delivered to the customer, the customer must notify Hair Care Canada immediately.

Once the original shipment is delivered, the customer agrees to one of the following:

1. repay the refunded or credited amount within 7 days of notification; or
2. return the delivered merchandise unopened and unused using a prepaid return label supplied by Hair Care Canada.

If the customer keeps the delivered merchandise after receiving a refund, credit, charge reversal, or replacement, the customer remains responsible for payment for the goods received.

Failure to repay the outstanding amount or return the merchandise may result in cancellation of future ordering privileges, refusal of future orders, recovery of the outstanding balance, referral to a collection agency, and/or legal action where appropriate.

11. Refused Delivery, Return to Sender, and Undeliverable Packages

If an order is refused, returned to sender, unclaimed, or undeliverable due to customer error, incorrect address, incomplete address, failure to pick up, refusal of delivery, or building/access issues, the customer is responsible for all related shipping costs.

Refunds for returned-to-sender packages may be reduced by the original shipping cost, return shipping cost, and a $25 administration/restocking fee.

Hair Care Canada is not responsible for delays or losses caused by incorrect or incomplete shipping information provided by the customer.

12. Order Cancellations After Shipment

Orders cannot be cancelled once they have shipped.

If a customer no longer wants an order after shipment, the customer may keep the order, refuse delivery, or return the unopened products if they meet the return criteria. Any refund may be reduced by the original shipping cost, return shipping cost, and a $25 administration/restocking fee.

13. Shipment Errors by Hair Care Canada

If Hair Care Canada ships an incorrect item or makes a fulfillment error, we will provide a prepaid return label and arrange an exchange, replacement, refund, or correction at no additional cost to the customer.

The incorrect product must be returned unopened and unused unless otherwise approved by Hair Care Canada.

14. Refund Processing

Approved refunds will be processed within 7 business days after Hair Care Canada approves the return or claim.

Refunds are issued to the original payment method whenever possible. Processing times may vary depending on the payment provider, bank, or credit card company.

Shipping charges, return shipping costs, administration fees, and restocking fees may be deducted from refunds where applicable.

15. Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

• Products delivered more than 15 days prior.
• Opened, used, altered, or tampered products.
• Products damaged after delivery.
• Products affected by customer storage, weather exposure, freezing, heat, or delayed pickup.
• Gift cards.
• Final sale or clearance items, where stated.

16. Fraud, Abuse, and Account Restrictions

Hair Care Canada reserves the right to refuse refunds, returns, exchanges, credits, replacements, or future orders where we reasonably believe there has been policy abuse, false claims, repeated refund requests, non-payment after delivery, chargeback abuse, fraudulent activity, or misuse of our customer service process.

Hair Care Canada may cancel orders, restrict accounts, block future purchases, or require alternate payment terms at its discretion.

17. Policy Changes

Hair Care Canada reserves the right to modify this Policy at any time without prior notice. The version posted on our website at the time of purchase will apply to that order unless otherwise required by law.

This Policy is proprietary to Hair Care Canada.

By placing an order with Hair Care Canada, you confirm that you have read, understood, and agreed to this Returns, Exchanges, and Refunds Policy.