Refund policy
1. ALL SALES ARE FINAL Due to the health, safety, and hygiene nature of our products (hair and scalp treatments), all sales are strictly final. We do not offer refunds, returns, or exchanges for "change of mind," "ordered by mistake," or "unwanted gifts."
2. NO REFUNDS FOR LACK OF RESULTS Hair growth is a biological process that varies significantly from person to person depending on genetics, lifestyle, and consistency of use. As stated on our website, achieving optimal results with Neo Hair Lotion requires strict, continuous usage for a minimum of 3 to 6 months (and up to 12 months for severe cases). Because individual results vary, we absolutely do not offer refunds or guarantees based on product efficacy or dissatisfaction with results.
3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS The only exception to our strict no-refund policy is if you receive a damaged, defective, or incorrect item. To be eligible for a replacement:
- You must contact us at [Insert Email] or WhatsApp (+852 9467 1437) within 48 hours of the delivery timestamp.
- You must provide clear photographic or video evidence of the damaged product and the original shipping packaging.
- The product must remain unopened and unused.
- If approved, we will send a replacement. We do not issue cash refunds for damaged items; we only issue replacements.
4. RETURN SHIPPING (If an exception is granted) In the extremely rare event that management approves a physical return, you are 100% responsible for paying your own shipping costs to return your item to our Cheung Sha Wan warehouse. Original shipping costs are strictly non-refundable. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
5. UNDELIVERABLE / REFUSED PACKAGES If a package is returned to us due to an incorrect address provided by the customer, failure to claim the package, or refusal of delivery, we do not issue a refund. The customer will be required to pay an additional shipping fee to have the package re-shipped.