Terms of service

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.