Shipping and Returns – SIMONE TRICHOLOGY

At SIMONE TRICHOLOGY we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may request a return within 14 working days from the date you received the products.

Return Policy

You have the right to return one or more items within 14 working days of receiving your order, provided that the conditions below are met.

Returns will only be accepted for products purchased directly from www.simonehair.com and in accordance with this policy and applicable consumer protection laws.

Conditions for Returns

Non-returnable and personalised products

The right of return does not apply to:

  • Personalised or custom-made products.
  • Products which, for hygiene reasons, cannot be returned once opened or used (for example, items whose packaging or hygiene seals have been broken).
  • Any other exceptions established by applicable law.

These items will not be refunded.

Condition of products and original packaging

To be eligible for a refund:

  • Products must be unused, in perfect condition and suitable for resale.
  • They must be returned in their original packaging, including all accessories, leaflets and promotional items that may have been included in the order.

If the returned product does not meet these conditions, we reserve the right to refuse the return or to apply a partial refund.

Return shipping costs and original shipping

  • Original shipping costs are not refundable, regardless of whether you paid for shipping or received free shipping at checkout.
  • The cost of sending the products back to our warehouse is borne by the customer.
  • We recommend using a tracked shipping service, as we cannot be held responsible for parcels lost or damaged in transit on their way back to us.

How to Request a Return

All returns must be authorised in advance by www.simonehair.com.

  1. Contact us within 14 working days of receiving your order.

    • Please provide your order number and, if you wish, the reason for the return.

  1. Once we receive your request, we will reply by email with:

    • Confirmation of whether the return is accepted.
    • The instructions and return address you should use.

  1. Only returns that have been previously authorised and follow the given instructions will be processed.

Returns sent without prior authorisation or with incomplete information may be rejected.

Refunds

Refund method and processing time

  • Once your return reaches our warehouse, we will inspect the products to verify their condition.
  • If the return is approved, we will process the refund using the same payment method used for the original purchase, within a maximum of 10 days from receipt of the products in our warehouse.
  • For orders paid by bank transfer or account deposit, the refund will be made to the bank account you indicate when requesting the return. Please make sure the details provided are correct.

You will receive a confirmation email once the refund has been processed. The time for the refund to appear in your account may vary depending on your bank or payment provider.

Customs, duties and seized shipments

SIMONE TRICHOLOGY cannot be held responsible for shipments that are:

  • Delayed, retained or confiscated by customs, or
  • Affected by other similar authorities or regulations in the destination country.

In cases where the goods do not reach our warehouse because they have been seized or destroyed by customs or similar entities, we will not be able to process a refund.