Returns Policy

We take care to ensure every order is packed correctly and leaves us in perfect condition. Because our products are personal care items, we are unable to accept returns on opened or used goods for hygiene and health protection reasons. This applies in all countries we ship to.

Please read this policy carefully before placing an order. By purchasing from nerohair.com you confirm that you have read and understood these terms.

Opened or used products

We do not accept returns or offer refunds on any product that has been opened, partially used, or had its seal broken. Hair care and treatment products fall under the hygiene and health protection exemption under UK, EU, and equivalent international consumer law. Once the seal is broken, the product cannot be resold or verified as safe, and we are not able to process a return.

If you are unsure whether a product is right for you before purchasing, please contact us and we will help you choose.

Unopened products — UK & EU customers

If you are based in the United Kingdom or European Union, you have a statutory right to cancel your order within 14 days of receiving it, and to return any unopened and fully sealed items within a further 14 days of notifying us of your cancellation. This right is provided under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive.

To exercise this right, you must notify us in writing at hello@nerohair.com within 14 days of delivery, clearly stating your order number and intent to cancel. Products must be returned in their original, unopened condition at your cost. We recommend using a tracked service. Refunds for eligible returns will be issued within 14 days of receiving the goods back, less any original shipping costs.

This right does not apply to products that have been opened or had their hygiene seal broken.

Faulty, damaged, or incorrect items

If you receive a product that is faulty, damaged in transit, or different from what you ordered, we will resolve this at no cost to you. You are entitled to a full refund or replacement regardless of whether the product has been opened.

Please contact us at hello@nerohair.com within 48 hours of delivery with your order number and a clear photograph of the issue. We will arrange a resolution promptly.

These rights apply to all customers regardless of location, including those in the United Kingdom (Consumer Rights Act 2015), the European Union (EU Consumer Rights Directive), Australia (Australian Consumer Law), and the United States.

Australian customers

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that applies to you under the Australian Consumer Law or any other applicable legislation that cannot be excluded by agreement.

Exchanges

We do not offer exchanges. If you wish to order a different product, please place a new order. If your original order qualifies for cancellation under the statutory rights described above, you may cancel and re-order.

Contact

For any questions about this policy or your order, contact us at hello@nerohair.com. We aim to respond within one business day.

Nero Hair is operated by Nero Hair Ltd. This policy was last updated April 2026.