Politique de remboursement

MDHAIR.com is owned and operated by La Canada Ventures, Inc., a California corporation. In this Return and Refund Policy, “MD HAIR,” “we,” “us,” and “our” refer to La Canada Ventures, Inc.

This Policy applies only to consumer purchases made directly through MDHAIR.com. By placing an order, you acknowledge and agree to this Policy, our Terms of Service, Shipping Policy, and, where applicable, Purchase Options Cancellation Policy.

Important Summary

A standard return request must be initiated within 30 calendar days of the ship date shown in your shipping confirmation email.
Standard returns must be unused, unopened, factory sealed, and in their original packaging.
Opened, used, unsealed, altered, or partially used products are final sale, except when eligible under the separate Limited 30-Day Satisfaction Guarantee or when applicable law requires otherwise.
A Return Authorization is required before sending any product back.
Original shipping, handling, expedited delivery charges, and optional package protection fees are generally nonrefundable.
Customers are responsible for return shipping unless the return is caused by an MD HAIR shipping error or a verified product defect.
An order cancellation request may be submitted within 24 hours of order placement, but cancellation is not guaranteed.

1. Order-Cancellation Requests

You may request cancellation of an order within 24 hours after placing it by contacting Customer Care at customercare@mdhair.com and providing your name and order number.

Submitting a request does not guarantee cancellation. Orders may enter processing shortly after they are placed. We may be unable to cancel or modify an order after it has been picked, packed, assigned a shipping label, transmitted to a fulfillment provider, or otherwise entered advanced processing.

An order cannot be canceled after it has shipped or been tendered to the carrier.

If we successfully cancel an order before shipment, we will refund the canceled amount to the original payment method. Once an order has shipped, the customer must follow the return procedures in this Policy.

Requests to change an item, quantity, promotional code, or shipping address are also not guaranteed. Customers are responsible for reviewing all order and address information before completing checkout.

2. Standard 30-Day Return Eligibility

To qualify for a standard return, all of the following conditions must be satisfied:

The product was purchased directly from MDHAIR.com.
The return request must be received within 30 calendar days of the ship date shown in the applicable shipping confirmation email.
The product is unused, unopened, factory sealed, and in its original undamaged packaging.
All original components, accessories, inserts, labels, seals, promotional items, and packaging are included.
The customer provides valid proof of purchase.
The customer obtains a Return Authorization before shipping the product.
The authorized return is delivered to the carrier within 14 calendar days after the Return Authorization is issued, unless Customer Care provides a different deadline in writing.

For orders shipped in separate packages, the return period for each product begins on the ship date shown in the shipping-confirmation email for that product.

A Return Authorization permits the product to be returned for inspection. It does not guarantee that a refund will be approved.

Because MD HAIR products include personal-care products, topical products, and dietary supplements, we cannot restock or resell products that have been opened, used, unsealed, tampered with, or returned without their original packaging.

3. Products That Are Not Eligible for Standard Return

Unless required by applicable law or expressly authorized under the Limited 30-Day Satisfaction Guarantee, we do not accept standard returns of:

Opened, used, sampled, partially used, unsealed, or tampered products.
Products with missing or altered labels, lot information, seals, packaging, accessories, or components.
Products damaged after delivery through misuse, mishandling, improper storage, unauthorized alteration, neglect, or failure to follow product instructions.
Products expressly identified as “Final Sale” or “Non-Returnable” before purchase.
Clearance items expressly identified as final sale.
Gift cards, except where refund or cash redemption is required by applicable law.
Free samples, complimentary products, gifts with purchase, and promotional items.
Optional shipping or package-protection services after the applicable order has shipped.
Products purchased for resale, distribution, commercial testing, or unauthorized commercial use.
Products purchased from Amazon, another marketplace, a retailer, a distributor, or any website other than MDHAIR.com.
Unauthorized returns or returns shipped after the applicable authorization deadline.

The foregoing does not limit any nonwaivable rights a consumer may have for defective or nonconforming products under applicable law.

4. Limited 30-Day MD® Satisfaction Guarantee

The Limited 30-Day MD® Satisfaction Guarantee is separate from the Standard 30-Day Return Policy. It does not make all products or quantities eligible for a 30-day return.

An opened product may be considered for a refund only under this Guarantee, unless the product was shipped incorrectly, has a verified defect, or applicable law requires another remedy.

Guarantee Requirements

To qualify:

The product must have been purchased directly from MDHAIR.com.
The guarantee request must be received within 30 calendar days after the original purchase date.
The request must be the customer’s first approved guarantee request for that product.
The customer must provide the requested order information and reasonably cooperate with verification of the claim.
The product must have been used only for its intended purpose and substantially in accordance with its label directions.
The customer must return the product container, remaining product, packaging, or other materials if requested by Customer Care.

Guarantee Limit

The Guarantee is limited to:

One approved guarantee refund per customer, per product, over the customer’s lifetime; and
A maximum of one quantity of the applicable retail product SKU or bundle SKU, regardless of how many quantities were purchased.

Different sizes, multipacks, bundles, subscription versions, or packaging configurations containing substantially the same product or formulation may be treated as the same product for purposes of the lifetime limit.

Where we reasonably determine that multiple accounts, names, email addresses, shipping addresses, or payment methods are being used to submit duplicate or coordinated claims, we may treat the claims as belonging to the same customer.

Subscription Purchases

For a subscription or automatic-delivery purchase, the Guarantee applies only to the first qualifying shipment of the applicable product. Later renewal shipments are governed by the Standard 30-Day Return Policy and must remain unused, unopened, and factory-sealed to qualify for a return.

Canceling a subscription does not automatically cancel, return, or refund a shipment that has already been processed or shipped. Subscription cancellation is governed by the Purchase Options Cancellation Policy.

Guarantee Refund Amount

An approved Guarantee refund is limited to the amount actually paid for one qualifying product or bundle SKU after discounts. The following are not included:

Original or return shipping.
Handling charges.
Expedited-delivery charges.
Package-protection fees.
Customs duties, import taxes, brokerage charges, or government fees.
Free products, samples, or promotional gifts.
Interest or fees imposed by a bank, installment provider, or other third-party payment service.

The Guarantee does not apply to wholesale, distributor, professional, bulk, or resale orders; free products; samples; final-sale products; purchases made through third parties; or products obtained through unauthorized sellers.

The Guarantee is a voluntary customer-service benefit. It is not a representation that every customer will experience a particular result. Individual experiences and results vary.

We may deny a Guarantee request where there is reasonable evidence of fraud, material misrepresentation, duplicate claims, resale activity, product substitution, policy manipulation, or excessive abuse.

5. Incorrect, Missing, Damaged, or Defective Products

Please inspect your shipment promptly after delivery.

Incorrect or Missing Products

If we shipped the wrong product or quantity, contact Customer Care within 48 hours after delivery and provide:

Your name and order number.
A description of the problem.
Photographs of the products received.
Photographs of the shipping label, packing materials, and packing slip, if available.

Do not use, discard, or return the incorrect product until Customer Care provides instructions.

If we confirm an MD HAIR shipping error, we will provide an appropriate remedy, which may include reshipment, replacement, or a refund of the affected product. We will pay reasonable return shipping when we require an incorrectly shipped product to be returned.

Manufacturer Defects

If a product appears to have a manufacturer defect, such as a nonfunctioning dispenser, a compromised factory seal not caused by shipping damage, missing product components, or another verified manufacturing problem, contact Customer Care promptly.

Visible defects should be reported within 48 hours after delivery. Defects that are not reasonably discoverable at delivery should be reported as soon as reasonably possible and ordinarily within 30 days after the applicable ship date.

We may request photographs, video, product lot information, the container, unused product, packaging, or return of the affected product for inspection.

If we verify a manufacturer defect, we may provide a prepaid return label, replace the affected product, or issue an appropriate refund. This provision does not limit any longer nonwaivable warranty or consumer right provided by applicable law.

Carrier Damage, Loss, Theft, or Delay

Damage caused during transportation, packages marked delivered but not located, carrier loss, theft, and shipping delays are governed by the Shipping Policy and, where purchased, the terms of the applicable package-protection provider.

Contact Customer Care promptly and retain the product, carton, shipping label, packaging materials, and photographs until the claim is resolved. Do not discard shipping materials while a carrier or package-protection claim is pending.

Any product-recall notice or recall-specific instructions will control over this Policy for the recalled product.

6. Bundles, Multipacks, Promotions, and Free Gifts

Bundles, kits, multipacks, buy-one-get-one offers, and other combined promotions ordinarily must be returned in full unless Customer Care authorizes a partial return in writing.

Any refund will be calculated based on the amount actually allocated to the returned product in our order records, after applying coupons, discounts, credits, or promotional pricing. The refund will not be based on the product’s undiscounted suggested retail price.

If a purchase included a free gift or promotional item conditioned on the qualifying purchase, we may require the gift to be returned unused and unopened. If the customer retains the gift, we may reduce the refund by the value of that gift as disclosed at the time of purchase, to the extent permitted by law.

7. How to Request and Complete a Return

Step 1: Contact Customer Care

Email customercare@mdhair.com before the applicable deadline.

Include:

Your full name.
The email address used for the order.
Your order number.
The product and quantity you wish to return.
The reason for the requested return.
Photographs or other documentation when the request involves damage, a defect, an incorrect shipment, or missing merchandise.

Do not send your full credit-card number or other unnecessary financial information by email.

Step 2: Obtain Return Authorization

If the request appears eligible, Customer Care will issue a Return Authorization number or written authorization and provide return instructions.

Do not ship a return before receiving authorization.

Step 3: Ship the Authorized Return

Unless Customer Care instructs otherwise, authorized returns should be sent to:

MD HAIR Customer Care — Returns
La Canada Ventures, Inc.
448 N. San Mateo Drive
San Mateo, CA 94401
USA

The Return Authorization should be included with the shipment as instructed.

This address accepts authorized mailed returns only. Do not hand-deliver a return unless Customer Care expressly authorizes an in-person delivery in writing.

We do not accept cash-on-delivery returns or packages that require us to pay unapproved postage, duties, brokerage, or other charges upon receipt.

Return Shipping

Except for a verified MD HAIR error or verified manufacturer defect:

The customer is responsible for return shipping.
The customer bears the risk of loss or damage until the return is received by us.
We strongly recommend using a trackable and insured shipping method.
We are not responsible for a return that is lost, delayed, misdirected, or damaged before it reaches our return facility.

International customers are responsible for using accurate customs documentation and for any return-related customs, brokerage, or carrier charges.

8. Inspection and Refund Calculation

All returns are inspected after receipt. The returned product must match the product originally purchased and must satisfy the applicable eligibility requirements.

We may refuse a refund if the returned package contains:

A different or substituted product.
An opened or used product submitted as unopened.
An empty container.
A counterfeit product.
A product with altered or removed labels, seals, or lot information.
A product materially damaged after delivery.
Missing bundle components or promotional items required to be returned.
Any other item that does not match the authorized return.

Approved refunds are calculated based on the amount actually paid for the eligible returned product, after discounts, credits, or promotions.

Unless the return resulted from a verified MD Hair error or verified manufacturer defect, we do not refund:

Original shipping and handling charges.
Expedited-shipping premiums.
Return shipping.
Optional package-protection fees after shipment.
Gift-wrapping or similar service charges.
Customs duties, VAT, import taxes, brokerage charges, or fees paid to a government, carrier, or third party.

Applicable sales tax collected by us on the refunded product will be refunded in accordance with applicable law.

9. Refund Method and Timing

Approved refunds will ordinarily be issued to the original payment method.

If more than one payment method was used, the refund may be divided among the original payment methods. Purchases made through installment, buy-now-pay-later, digital-wallet, or third-party payment services remain subject to the payment provider’s processing procedures.

We generally process an approved refund within 5–10 business days after receiving and inspecting the return. Your bank, card issuer, or payment provider may require additional time to post the credit to your account.

We cannot control or guarantee a financial institution’s posting time.

If the original payment method is no longer available, Customer Care will work with the customer to identify a legally permitted refund method. We will not send a refund to an unrelated person, account, or payment method merely upon request.

A customer may not receive both a merchant refund and a chargeback or payment-dispute credit for the same amount. If a chargeback or payment dispute is pending, we may pause the refund review until the payment provider resolves the dispute to prevent duplicate recovery.

10. Refused, Unclaimed, and Undeliverable Shipments

Refusing a delivery is not an approved method of making a return. Customers should accept delivery and follow the Return Authorization process whenever possible.

If a package is refused, unclaimed, or returned to us because of an incorrect, incomplete, inaccessible, or undeliverable address, any refund will be considered only after the package has been successfully returned to and inspected by us.

Where permitted by law, we may deduct the following actual charges from the refundable product amount:

Original outbound shipping costs, including the reasonable outbound shipping cost we incurred where the customer received promotional free shipping.
Return-to-sender shipping charges.
Address-correction or redelivery fees.
Customs-handling or brokerage charges.
Duties, taxes, or carrier charges paid on the customer’s behalf.
Other documented carrier costs caused by the refusal, address problem, or failure to claim the package.

If the package is returned because the customer supplied an incorrect or incomplete address, we may offer reshipment after the customer pays all applicable reshipping and address-correction charges.

If a carrier abandons, destroys, liquidates, or otherwise does not return a refused or unclaimed package to us, no refund will be issued unless required by applicable law because we cannot recover or inspect the merchandise.

11. Unauthorized or Ineligible Returns

Products sent without authorization, sent after an authorization expires, or found ineligible after inspection may be refused and will not be refunded.

If reasonably practicable, we will notify the customer. The customer may be required to provide and pay for a return label if the customer wants an ineligible product sent back. If the customer does not provide return arrangements within 30 days after notice, we may dispose of, recycle, or donate the item as permitted by law.

Our acceptance of a package at the return address does not constitute acceptance of the return or approval of a refund.

Any exception we voluntarily make in a particular case does not waive this Policy or require us to make the same exception in another case.

12. Purchases From Amazon, Retailers, and Other Sellers

This Policy applies only to purchases made directly through MDHair.com.

Products purchased through Amazon, another marketplace, a retail store, a clinic, a distributor, a reseller, or another website must be returned to the original seller in accordance with that seller’s policies.

We do not issue refunds, credits, or reimbursements for purchases for which payment was collected by another seller.

Products purchased from unauthorized resellers may be counterfeit, diverted, expired, altered, improperly stored, or otherwise outside our quality controls and are not eligible for our voluntary Satisfaction Guarantee.

13. Exchanges

We do not generally process direct product exchanges, except when resolving a verified shipping error or verified manufacturer defect.

For an ordinary change of mind, the customer should return an eligible unopened product under this Policy and place a separate order for the desired product. Product availability and promotional pricing cannot be guaranteed while a return is being processed.

14. Fraud and Policy Abuse

To the extent permitted by law, we may refuse, limit, or investigate a return or Guarantee request involving reasonable evidence of:

Product substitution or counterfeiting.
Empty-package or empty-container returns.
Altered seals, labels, lot codes, or packaging.
Material misrepresentation.
Duplicate refund or Guarantee claims.
Coordinated claims through related accounts or identities.
Resale, diversion, or unauthorized distribution.
Excessive or systematic return activity.
A simultaneous refund and chargeback claim.
Other conduct intended to improperly obtain products, money, credits, or benefits.

This section does not permit us to deny legitimate rights that cannot legally be waived.

15. Mandatory Consumer Rights

Nothing in this Policy excludes, restricts, or modifies any consumer guarantee, warranty, refund right, right of withdrawal, or other remedy that cannot lawfully be excluded or limited.

Where the law applicable to a particular transaction gives the customer greater or longer nonwaivable rights than this Policy, those rights will apply.

16. Policy Changes

The version of this Policy in effect when an order is placed will ordinarily govern that order.

We may revise this Policy prospectively by posting an updated version and changing the “Last Updated” date. A later revision will not retroactively reduce rights already attached to a completed purchase, except where required by law.

17. Contact Information

Questions, cancellation requests, return requests, and refund inquiries should be directed to:

MD HAIR Customer Care
La Canada Ventures, Inc.
Email: customercare@mdhair.com
Mailing Address: 448 N. San Mateo Drive, San Mateo, CA 94401, USA

Please include your order number in all order-related communications.