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.