TryHairGenesis.com Terms & Conditions

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Typographical Errors

TryHairGenesis.com is not responsible for typographical error or omissions relating to pricing, copy, photography, or application of the product.

Damaged Product

All Products are shipped FOB our locations and are generally sent via the US Postal Service unless other shipping arrangements are made. If your order is damaged during shipping, you must accept product and contact Customer Service through this link within 36 hours of receiving the shipment. Please give as many details on what is broken in the shipment including your Order Number.

US Postal Service

If you purchased Insurance, we will help you to submit a claim to the USPS or a third-party insurer, as applicable, if you need assistance. Do not allow the US Postal employee to take the package - no matter what they say because it will hold up any replacement shipment and claim. TryHairGenesis.com will not be responsible if you allow the product to go back because then you will not be able to file a claim to receive money back. You must be able to prove damage by keeping the product in your possession. For USPS shipments, you will receive a replacement shipment, up to a total of $100 USD or the amount of insurance purchased, whichever is greater, inclusive of shipping costs, shipped to you from us.

NOTE: For USPS shipments, if you do not purchase insurance, you accept all liability for all shipments once they leave the shipping dock. No Exceptions!
NOTE 2: For USPS shipments sent with Delivery Confirmation, the shipment shall be deemed delivered when the USPS status for that Delivery Confirmation Number is updated to "Delivered" by the USPS. If you do not want the US Postal Service to potentially leave an unattended package, it is your responsibility to notify the Postal Carrier of this request BEFORE the package arrives.
UPS or Federal Express

We will help you submit a claim to UPS or Federal Express if you need assistance. Do not allow UPS or Federal Express to take the package - no matter what the driver says as it will hold up any replacement shipment and claim. TryHairGenesis.com will not be responsible if you allow the product to go back because then you will not be able to file a claim to receive money back. You must be able to prove damage by keeping the product in your possession. For UPS or Federal Express shipments, you will be reimbursed freight plus the cost of the damaged product, up to a total of $100 USD or the amount of insurance purchased, whichever is greater, directly from UPS or Federal Express.

NOTE: For UPS and Federal Express shipments, if you do not purchase additional insurance, once the shipment leaves the shipping dock, you accept all liability for all shipments above any base insurance amount either UPS and/or Federal Express may or may not provide. No Exceptions!

Wrong Product Shipped

We double check orders before they ship. If there is ever a problem please contact Customer Service within 24 hours of the receipt of any shipment and we will work with you to fix the problem immediately! We ask you to contact us via the Internet so we can find out what happened and contact you with facts and what we are going to do to fix the problem. We need to be able to work with all departments or contact whoever shipped the product if your items were a drop shipment. It is much faster and less stressful for you if we can get those answers before contacting you. Each order is different and will be handled differently depending on the problem. TryHairGenesis.com reserves the right to issue a credit on a product in lieu of a replacement.

Returns

HairGenesis branded products

Within 30 days of receipt of a product, all unopened HairGenesis branded products may be returned for a refund. See specific charges in the sections below. Contact Customer Service to assist you.

For any opened HairGenesis branded product, within 30 days of receipt of a product, customer may return one of a particular product. Shipping, handling, processing, and insurance charges will not be refunded. Restocking and other fees may be incurred. See specific charges in the sections below. Contact Customer Service to assist you.

Also note the Autoship Products section below.

NOTE: Additional insurance fees are not refundable under any circumstances. Customer must pay to return all shipments including insurance. Without purchasing insurance, TryHairGenesis.com is not responsible for any lost or damaged sent or returned shipments.
NOTE 2: Whether opened or unopened, items which were bought as a part of a bundle or special offer will receive a pro-rata refund, of all costs, based on the total cost of the remaining items less any other fees detailed in the sections below.
Non HairGenesis branded products

TryHairGenesis.com ships product from many locations and manufacturers that do not allow returns and hold us to the "All Sales Are Final" conditions that we must pass onto our clients. Unless otherwise stated, for any product which is not a HairGenesis branded product: All Sales are Final. A defective product may only be repaired or exchanged, at TryHairGenesis.com's sole discretion, for a similar item. TryHairGenesis.com reserves the right to issue a credit on a product in lieu of a replacement. Please contact Customer Service to arrange a repair or exchange of a non HairGenesis branded item.

Trial Offers

Trial offers are made where product is sent for the non-refundable cost of shipping and processing with optional shipping insurance, rush shipping, and rush processing.

During the trial period, you are not charged any additional amount. If you contact us to cancel the trial before the trial period ends, at Customer Service, you will not be charged any additional amount provided that, at your expense through an insured and trackable shipping service, you return the product to us within two weeks of your contact. If the product is not received, we will assume you decided to keep the product and charge you accordingly.

After the trial period ends, you will be charged the price for the product. If the product has a guarantee period which extends after the trial period ends and you wish to return the product, contact us, at Customer Service, before the guarantee period ends. As long as you return the product, at your expense through an insured and trackable shipping service, within two weeks of your contact, we will refund the purchase price of your product less all shipping, processing, and insurance charges already paid. In addition, we will charge a $6.00 per item returned restocking fee on all items which are, in our sole opinion, in resalable condition. Any trial items opened beyond those which would normally be used during the trial period are not returnable. They will be destroyed and charged the pro-rated single-item retail cost until all non-free items are charged then, any additional items opened will not be charged.

Charges for refused trial shipments are discussed in the Refusal of Shipments section below.

NOTE: Because our Customer Service ticket system is available 24 hours a day, the trial period starts when the product is ordered. Days are counted as calendar days, inclusive of weekends and holidays.
NOTE 2: If you do not cancel your trial and we cannot charge your credit card or process any other method of payment for two successive post-trial attempts (generally within two days of the trial end), then ALL GUARANTEES ARE NULL AND VOID and NO RETURNS WILL BE PERMITTED. Furthermore, we reserve the right to keep trying to process your form of payment and, whenever we deem, place the amount owed to us for collection. If we place your account for collection, you agree to pay all added collection fees, attorney fees, court fees, and any other fees related to collecting the debt to the maximum allowed by law.
NOTE 3: Upsell items, those items offered after the initial trial offer, are not considered trial items. They are subject to normal return procedures.

Autoship (Lifestyle) Products and Orders

Autoshipped products (those products which are being sent to you automatically on a recurring periodic basis) may not be returned. All Sales are Final. Any defective product will be repaired or replaced, at TryHairGenesis.com's sole discretion. If a product becomes unavailable, we will offer a substitute. At that time, you may elect to accept the substitute or cancel that autoshipment. Contact Customer Service to arrange a repair or exchange of an autoshipped item.

To cancel future shipments, please contact Customer Service at least five days before your scheduled ship date. Orders cancelled sooner than five days before a scheduled shipment may be too late to be stopped and cause one additional shipment to occur. This shipment must be paid for in accordance with the original order terms.

NOTE: If you cancel an autoship and later want to restart it, you will have to restart the autoship of the item at its current price, terms, and conditions. We do not reinstate cancelled autoship programs.

Pre Authorized Returns

Contact Customer Service to arrange all returns. Once approved, you will receive an email by one of our Customer Service Representatives with return instructions on what steps to take to return the product. Returns need to be sent, insured and at your expense, to the address provided within ten days of receiving the return authorization. Only one authorization is allowed per product.

TryHairGenesis.com shall not be responsible for any lost or damaged return shipments. TryHairGenesis.com reserves the right to deny return of any product and to charge restocking fees dependant on the returned item if prior approval was not secured. Any attempt to return an item without previous written approval will result in loss of your product and payment.

For all post-trial or non-trial product returns, a restocking fee of $6.00 per item returned. In our sole opinion, any items opened beyond those which would normally be used during the guarantee period or which are, in our sole opinion, not in resalable condition, are not returnable. They will be destroyed and charged the pro-rated single-item retail cost until all non-free items are charged then, any additional opened items will not be charged.

Fees and Procedures

Except as specifically otherwise described, all shipping, insurance, processing, handling fees, and rush fees are never refunded. Customer is always responsible for returning the product and all freight and insurance costs associated with the authorized return. TryHairGenesis.com reserves the right to charge "true" freight and handling fees on any return. Any additional freight or other fees that were initially included in product price for promotional purposes will be billed to the customer on any authorized return. Please allow 3-5 working days for inspection once the item is received at our warehouse. Inspections my take longer if items are being returned to one of our partners.

Refusal of Shipments

Any refusal of product does not release you from payment liability unless you previously secured permission by contacting Customer Service. If an order is refused without written permission from TryHairGenesis.com, you will be held liable a restocking fee of the larger of $10.00 USD, $6.00 USD per returned item, or 15% of all of the product(s) retail price(s) on the order, plus the amount of all shipping, insurance, processing, and handling costs, including any additional freight fees TryHairGenesis.com was charged for the return trip of the package.

Cancellations

In most cases, orders cannot be cancelled once submitted. If your order can be stopped before it is ready for shipping, a cancellation fee of the larger of $10.00 or 15% of all the product(s) price(s) on the order will be deducted from money returned to cover processing and handling costs.

Chargebacks

You agree not to contact your Credit Card or Financial Institution to institute chargeback proceedings until you have contacted Customer Service and your issue has been escalated at least one level with no mutually agreeable resolution.

You agree not to initiate chargeback proceedings in order to attempt to circumvent any term, condition, or policy of TryHairGenesis.com

You acknowledge that unnecessary chargebacks cost TryHairGenesis.com financially and you agree to pay a $250 USD chargeback processing fee to TryHairGenesis.com for any chargeback that is EITHER cancelled by your Credit Card or Financial Institution where TryHairGenesis.com was found not to be at fault OR if in our SOLE OPINION where TryHairGenesis.com was following the terms, conditions, and/or policies of TryHairGenesis.com regardless of whether your Credit Card or Financial Institution found TryHairGenesis.com at fault.

Dispute Venue

You agree that all legal disputes shall be judged in a venue chosen by TryHairGenesis.com. You agree not to challenge the jurisdiction of either the venue or the court chosen by TryHairGenesis.com. For any issue TryHairGenesis.com initiates in "small claims" or similar court, you agree to accept service via Certified Mail from the US Postal Service.

 

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