Refund policy

 


Hairloss.com Return & Refund Policy

Effective Date: September 1, 2026

Hairloss.com wants customers to be satisfied with their purchases. Because hair replacement systems, accessories, and professional devices have different return requirements, the applicable provisions below depend on the type of product purchased.

1. Return Authorization

Customers must contact Hairloss.com before returning merchandise.

Hair replacement units and other products requiring authorization must not be returned without receiving return instructions. Hairloss.com may provide specific tracking or return-shipping instructions after a return request has been reviewed.

Products returned without prior authorization may be refused or returned to the customer at the customer's expense.

2. Clearance and Final Sale Items

Clearance and Final Sale products are not eligible for return, refund, or exchange, except where otherwise required by applicable law or where a separate manufacturer's warranty applies.

For Pro|Gen products, discounted products identified as final sale are not eligible for return or exchange. A manufacturer's warranty, when applicable, continues to apply to a final-sale product.

3. New Image and On Rite Hair Replacement Units

New Image and On Rite hair replacement units are covered against manufacturing defects in accordance with the applicable product warranty.

The warranty period begins on the date the unit is invoiced.

Hair replacement units are not guaranteed against hair loss resulting from permanent attachment or extended wear after attachment is attempted or completed.

Guarantees on NX-Gen, XTS, and Edge family hair replacement systems are void if the NX-Gen 4-Step Application Kit was not used or was not used as instructed.

All V-Loop hair replacement system warranties for hair loss become void once the unit has been installed.

There are no guarantees or refunds for factory chemical perms performed on custom units.

If a unit was incorrectly manufactured by the factory, it may be remade to match the original order specifications or sample at no charge.

Fit is not guaranteed when a proper mold was not provided.

4. Custom Hair Replacement Unit Returns

Custom New Image and On Rite hair replacement units must be returned within 30 days of the purchase date to be considered for return.

The original custom order form must accompany the return, along with any original client hair samples and original mold or design materials, where applicable.

No refund will be issued for a custom order simply because the customer does not want the finished product or because of a change in preference.

5. Stock Hair Replacement Unit Returns

Requests to return stock New Image or On Rite hair replacement units must be made within 30 days of purchase.

The unit must:

  • Be unused;

  • Be in its original condition;

  • Be in its original packaging;

  • Not have been cut;

  • Not have been styled;

  • Not have been worn;

  • Not have been chemically or physically altered;

  • Not have been improperly stored; and

  • Be cleaned and sanitized before being returned.

A stock unit that has been processed or altered in a manner that changes its normal characteristics as manufactured is not eligible for return.

Returned units that are not in their original packaging may be subject to a $25 fee.

If the hair requires restyling, a $50 fee may apply.

Hairloss.com and the applicable product supplier reserve the right to determine whether a returned product has a manufacturing defect or has been affected by improper installation, misuse, inadequate care, alteration, accident, or mishandling.

6. New Image and On Rite Repairs

Hair replacement units submitted for repair should be thoroughly cleaned and conditioned before being sent.

Adding hair to specific areas of a used unit during repair may alter the original shape of the unit, and the original shape cannot be guaranteed after such work.

7. Accessories and Hair Extensions

Unused tape rolls, tape strips, wet-line products, and other accessories, excluding hair replacement units, may be exchanged or credited within 30 days of purchase when returned in their original packaging.

Damaged items should be reported and returned promptly in unused condition.

Unused hair extensions are eligible for return only when they remain in their original condition and packaging.

Marketing collateral, including brochures, posters, DVDs, advertising materials, and videos, is not eligible for refund or exchange.

8. Pro|Gen Standard Returns

Pro|Gen products purchased through Hairloss.com may be returned within 30 days after receipt when the product is unused, in the same condition in which it was received, and in its original packaging.

Customers must contact Hairloss.com before returning a Pro|Gen product. Pro|Gen's published refund policy states that products returned without first requesting a return will not be accepted.

Pro|Gen standard returns do not apply to special custom orders.

Discounted Pro|Gen products identified as final sale cannot be returned or exchanged.

For approved Pro|Gen returns, refunds are issued in accordance with the applicable return determination and may exclude shipping, handling, and other applicable charges. International shipping and handling fees are non-refundable.

9. Pro|Gen Probe Warranty

Pro|Gen Probe devices purchased through Hairloss.com are covered by the Pro|Gen Limited Warranty.

The Pro|Gen Probe warranty period is 14 months from the date of original purchase of the new product, subject to the terms and conditions of the Pro|Gen Limited Warranty. Proof of purchase is required, so customers should retain their original Hairloss.com invoice or receipt.

The warranty covers the product while it is in good working order during the applicable warranty period.

The Pro|Gen warranty does not apply to damage or defects resulting from, among other things:

  • Improper use, storage, or handling;

  • Failure to follow the product manual or manufacturer's instructions;

  • Willful neglect or negligence;

  • Unapproved spare parts or consumables;

  • Unauthorized installation, modification, or software changes;

  • Unauthorized fittings, accessories, equipment, or software;

  • Accidents, fire, disasters, burglary, or other external causes;

  • Shock or falls;

  • Sand, dust, dirt, dampness, or corrosion;

  • Leaking batteries; or

  • Repair or cleaning by unauthorized personnel.

These exclusions and the other terms of the Pro|Gen Limited Warranty apply to Pro|Gen Probe products purchased through Hairloss.com.

10. Pro|Gen Probe Warranty Service

Before returning a Pro|Gen Probe for warranty service, the customer must obtain a Return Authorization (RA) number.

The customer may be required to provide:

  • Proof of purchase;

  • Product serial number;

  • Contact name;

  • Email address;

  • Mailing address; and

  • Daytime telephone number.

Warranty service may consist of repair or replacement at the manufacturer's discretion. A replacement product or component may be new, equivalent to new, or reconditioned.

Replaced parts and products become the property of Pro|Gen.

Pro|Gen may be unable to return a product when the required identification and contact information is not provided and reserves the rights stated in its warranty terms regarding products that remain unclaimed.

11. Data and Business Loss

Customers are responsible for taking reasonable precautions to protect their data, software, settings, and other information before sending a Pro|Gen device for service.

Neither Hairloss.com nor Pro|Gen is responsible for loss of data, software, customer-specific settings, images, income, profits, contracts, or other business-related losses resulting from warranty service or product repair, to the extent permitted by applicable law.

12. Refund Processing

When a refund is approved, the refund will generally be issued to the original payment method.

For Pro|Gen refunds, the published Pro|Gen policy states that approved refunds are processed within 10 business days, although additional time may be required for a bank or credit-card company to post the refund.

13. Return Shipping

Unless otherwise specified, customers are responsible for return shipping costs.

If a product is determined to have been incorrectly manufactured or another resolution is approved by Hairloss.com, the applicable return-shipping arrangements will be communicated to the customer.

14. Changes to This Policy

Hairloss.com reserves the right to revise this Return & Refund Policy at any time. Changes become effective when posted on the website unless otherwise required by law.

Hairloss.com Terms & Conditions

Effective Date: September 1, 2026

These Terms & Conditions govern your access to and use of Hairloss.com and your purchase of products and services through the website.

By accessing the website, creating an account, placing an order, or otherwise using Hairloss.com, you agree to these Terms & Conditions and the policies incorporated into them, including the Hairloss.com Shipping Policy and Return & Refund Policy.

If you do not agree with these terms, you should not use the website or place an order through Hairloss.com.

1. Website Use

Hairloss.com provides an online platform through which customers may browse, purchase, and obtain information about hair replacement systems, hair units, hair care products, accessories, professional products, Pro|Gen devices, and related products and services.

You agree to use the website only for lawful purposes and in accordance with these Terms & Conditions.

You may not use the website:

  • For any unlawful or unauthorized purpose;

  • To violate applicable laws or regulations;

  • To infringe intellectual property rights;

  • To transmit viruses, malware, or other destructive code;

  • To interfere with the operation or security of the website;

  • To collect or track another person's personal information without authorization;

  • To spam, phish, scrape, crawl, or otherwise misuse the website;

  • To submit false or misleading information; or

  • To circumvent security or access controls.

Hairloss.com reserves the right to terminate or restrict access to the website when these Terms & Conditions are violated.

2. Eligibility

By using Hairloss.com, you represent that you are at least the age of majority in your jurisdiction or are using the website with the consent and supervision of a parent or legal guardian where permitted by law.

3. Product Information

We make reasonable efforts to provide accurate product descriptions, specifications, images, colors, pricing, and availability.

However, product colors may appear differently depending on the customer's monitor or device.

Product information, specifications, availability, and pricing may change without notice.

Hairloss.com reserves the right to discontinue products, limit quantities, restrict sales to certain individuals or geographic areas, or refuse service where permitted by law.

4. Pricing

All prices displayed on Hairloss.com are subject to change without notice.

Promotional pricing, discounts, and special offers may be subject to additional terms.

Unless otherwise stated, discounts may not be combined. Only one promotional discount may be applied to an order.

Hairloss.com reserves the right to correct pricing errors, promotional errors, product descriptions, shipping charges, or other inaccuracies and may cancel or modify an order affected by such an error.

5. Orders

Submitting an order through Hairloss.com does not necessarily constitute acceptance of the order.

Hairloss.com reserves the right to refuse, limit, or cancel an order for any reason permitted by law, including product availability, pricing errors, payment issues, suspected fraud, or other circumstances affecting the order.

If an order is changed or cancelled, Hairloss.com may attempt to notify the customer using the contact information provided with the order.

6. Payment

Hairloss.com may accept payment methods including:

  • American Express;

  • MasterCard;

  • Visa;

  • Discover;

Full payment is required for all products before shipment.

Custom hair replacement units require a minimum 50% deposit, with the remaining balance due before shipment.

Full payment is required for special-stock orders at the time of order.

Stock backorders require a minimum 50% deposit, subject to applicable restrictions.

7. Declined Payments

If a credit-card payment is declined, the order won’t get placed. Please reach out to customer support. 

8. Custom Orders

Custom hair replacement orders require the information and materials necessary to manufacture the product according to the customer's specifications.

A proper mold is required when fit depends on a custom mold. Fit cannot be guaranteed when a proper mold is not provided.

Custom orders are subject to the Hairloss.com Return & Refund Policy.

9. Hair Replacement Unit Guarantees

New Image and On Rite hair replacement units are guaranteed against manufacturing defects in accordance with the applicable warranty provisions.

The warranty begins on the date the unit is invoiced.

There are no guarantees or refunds for factory chemical perms performed on custom units.

Permanent attachment or extended-wear hair replacement units are not guaranteed against hair loss after attachment is attempted or completed.

NX-Gen, XTS, and Edge family guarantees are void if the NX-Gen 4-Step Application Kit was not used or was not used as instructed.

V-Loop hair replacement system warranties for hair loss become void once the unit has been installed.

If a unit is incorrectly manufactured by the factory, it may be remade to match the original order specifications or sample at no charge.

10. Returns and Exchanges

All returns are subject to the Hairloss.com Return & Refund Policy.

Clearance and Final Sale products are not eligible for return or exchange except where otherwise required by law or where an applicable manufacturer's warranty applies.

Hair replacement units, custom products, accessories, and Pro|Gen products have specific return requirements.

Customers must obtain authorization before returning products when required by the applicable policy.

11. Pro|Gen Products

Pro|Gen devices and related products are offered for sale through Hairloss.com.

Pro|Gen products purchased through Hairloss.com are subject to the applicable Hairloss.com purchasing, shipping, and return procedures, together with any applicable Pro|Gen manufacturer's terms, warranty provisions, product-specific requirements, and restrictions.

Pro|Gen Probe Warranty

The Pro|Gen Probe warranty carries over to products purchased through Hairloss.com.

Pro|Gen Probe devices purchased through Hairloss.com are covered by the Pro|Gen Limited Warranty for 14 months from the date of original purchase of the new product, subject to the Pro|Gen warranty terms and proof-of-purchase requirements.

The Pro|Gen warranty is a manufacturer's warranty and is not a separate Hairloss.com warranty.

Warranty exclusions include improper use, storage, or handling; failure to follow product instructions; unauthorized repairs or modifications; unauthorized accessories or software; accidents; fire; burglary; shock or falls; exposure to sand, dust, dirt, dampness, or corrosion; leaking batteries; and unauthorized cleaning or repair.

Warranty service may require an RA number, proof of purchase, serial number, customer contact information, and other information required by Pro|Gen.

12. Pro|Gen International Sales

Pro|Gen products shipped internationally are subject to DDU (Delivery Duties Unpaid) terms.

The buyer is responsible for applicable import duties, taxes, customs fees, and other charges imposed by the destination country.

Customers may not resell Pro|Gen products outside their country without obtaining any necessary licenses or agreements from Pro|Gen. Customers also agree not to knowingly sell products to a buyer who intends to export them without the required licenses or approvals.

13. Shipping

All shipping is subject to the Hairloss.com Shipping Policy.

For New Image and On Rite products, goods are shipped FOB Place of Origin, and the buyer assumes ownership when the carrier picks up the goods for delivery.

Customers are responsible for applicable shipping, insurance, handling, and carrier charges unless otherwise stated.

14. Intellectual Property

All content on Hairloss.com, including trademarks, logos, product names, photographs, graphics, text, videos, designs, software, and other materials, is owned by or licensed to Hairloss.com and/or its applicable owners or licensors and is protected by applicable intellectual property laws.

You may not reproduce, copy, distribute, modify, sell, publish, transmit, or otherwise exploit website content without prior written permission.

Nothing in these Terms & Conditions grants you any ownership interest in Hairloss.com intellectual property.

15. User Content and Feedback

If you submit comments, reviews, suggestions, ideas, photographs, videos, testimonials, or other content to Hairloss.com, you represent that you have the right to submit that content and that it does not violate the rights of another party.

To the extent permitted by law, you grant Hairloss.com permission to use, reproduce, edit, publish, distribute, translate, and display submitted content for business and marketing purposes.

You agree not to submit content that is unlawful, defamatory, threatening, obscene, misleading, infringing, or contains malicious software.

Hairloss.com reserves the right to remove or decline to publish submitted content.

16. Third-Party Links and Services

Hairloss.com may provide links to third-party websites, services, applications, or tools.

Hairloss.com does not control or guarantee the content, availability, security, accuracy, or practices of third-party websites and is not responsible for transactions or interactions between customers and third parties.

Customers should review the terms and policies of third-party providers before using their services.

17. Accuracy, Errors, and Omissions

The website may occasionally contain typographical errors, inaccuracies, or omissions relating to product descriptions, pricing, promotions, shipping charges, availability, or other information.

Hairloss.com reserves the right to correct errors, update information, modify information, or cancel affected orders when necessary.

18. Optional Third-Party Tools

Hairloss.com may provide access to third-party tools or services that Hairloss.com does not control.

These tools may be provided on an “as is” and “as available” basis.

Use of third-party tools is at the customer's own discretion and risk and may be subject to the third party's own terms and conditions.

19. Disclaimer of Warranties

Except where expressly stated in an applicable product warranty or required by law, Hairloss.com does not guarantee that the website or its services will be uninterrupted, timely, secure, or error-free.

The website and services are provided on an “as is” and “as available” basis to the maximum extent permitted by law.

Hairloss.com does not warrant that information obtained through the website will always be accurate, complete, current, or suitable for a particular purpose.

Nothing in these Terms & Conditions limits any warranty or consumer protection right that cannot lawfully be excluded.

20. Limitation of Liability

To the maximum extent permitted by applicable law, Hairloss.com and its owners, affiliates, officers, employees, agents, contractors, suppliers, service providers, and licensors will not be liable for indirect, incidental, special, punitive, or consequential damages, including loss of profits, revenue, savings, data, business opportunities, or other similar losses arising from use of the website, products, or services.

Nothing in these Terms & Conditions excludes or limits liability that cannot legally be excluded or limited.

21. Indemnification

To the extent permitted by applicable law, you agree to indemnify and hold harmless Hairloss.com and its owners, affiliates, officers, directors, employees, agents, contractors, suppliers, and service providers from claims, damages, liabilities, losses, and reasonable expenses arising from your violation of these Terms & Conditions, applicable law, or the rights of another party.

22. Termination

Hairloss.com may suspend or terminate access to the website or services if we reasonably believe that you have violated these Terms & Conditions or applicable law.

Termination does not eliminate obligations or liabilities incurred before termination.

23. Severability

If any provision of these Terms & Conditions is determined to be unlawful, invalid, or unenforceable, that provision will be enforced to the maximum extent permitted by applicable law, and the remaining provisions will remain in effect.

24. Entire Agreement

These Terms & Conditions, together with the policies and documents expressly incorporated into them, constitute the agreement governing your use of Hairloss.com and your purchases through the website.

They supersede prior or contemporaneous terms concerning the same subject matter to the extent permitted by law.

25. Governing Law

These Terms & Conditions and transactions through Hairloss.com will be governed by applicable law, without regard to conflict-of-law principles, except where applicable law requires otherwise.

26. Changes to These Terms

Hairloss.com reserves the right to update, modify, or replace these Terms & Conditions at any time.

The most current version will be posted on Hairloss.com. Your continued use of the website following the posting of changes constitutes acceptance of the updated Terms & Conditions to the extent permitted by law.

27. Contact

Questions regarding these Terms & Conditions, shipping, returns, warranties, or orders should be directed to Hairloss.com customer service.

For Pro|Gen Probe warranty service, customers may be required to follow Pro|Gen's warranty-service and return-authorization procedures.