Refund policy
Our "Keep It" Guarantee & Refund Policy
We want you to love your hair. Because we craft personal care products, we cannot accept physical returns or restock opened jars for hygiene and safety reasons. Instead, we offer a "Keep It" Guarantee: it is better for the planet, and much easier for you.
The 30-Day Window
Any refund or replacement request must be submitted within 30 days of your order's delivery date. Requests made after 30 days are not eligible for refunds or replacements.
Any refund or replacement request must be submitted within 30 days of your order's delivery date. Requests made after 30 days are not eligible for refunds or replacements.
Refund & Replacement Eligibility
- Orders under $50: If your jar arrives damaged, defective, or the product simply isn't a fit for your hair type, you qualify for a full refund or a free replacement. We just ask that you upload a quick photo of the item to help us improve our quality control.
- Orders over $50: To prevent policy abuse, orders over $50 require a manual review by our team. You must provide a photo of your shipping label and the batch code stamped on the packaging. We prioritize issuing a free replacement first to ensure you get the product you paid for.
- Change of Mind: If you simply changed your mind or no longer want the product, we offer a partial "Keep It" refund (50% refund for orders under $50; 30% refund for orders over $50).
How to Initiate a Request
Whether you checked out as a guest or have an account, initiating a request is simple:
Whether you checked out as a guest or have an account, initiating a request is simple:
- Click the Account (Person) icon in our website's top navigation menu.
- Enter the email address you used during checkout. You will instantly receive a secure, one-time 6-digit login code via email (no password required).
- Select the order and the specific item(s) you need help with.
- Choose your reason from the dropdown menu, upload any required photos, and hit submit.
Our team reviews all submissions within 48 hours. If approved, your refund will be processed immediately to your original payment method. We ask that you simply pass the hair clay along to a friend or recycle the packaging!
