Return Policy
Thank you for shopping at Hairstory. If you are not entirely satisfied with your purchase, we’re here to help.
Please note that the return policy only applies to orders placed on Hairstory.com.
Your first purchase of any product(s) can be returned within 60 days for a refund or exchange. Any subsequent purchases of the same product are only eligible for exchanges. Return policy excludes free products.
New Wash can be exchanged for another version of New Wash, of the same size, or a styling product.
Styling products can only be exchanged for another styling product of similar or lower price range.
All New Wash Trial Kits purchases are final sale. Trial Kits are exempt from our 60-day policy and cannot be refunded or exchanged. Trial Kits will be considered your first purchase; subsequent orders of New Wash Original will only be eligible for exchange.
For the quickest response, contact our product specialists via our contact form or at hello@hairstory.com.
Try Now (U.S. Customers Only)
Our Try Now program lets you experience Hairstory products risk-free before your card is charged.
Trial period: You’ll have 21 days from delivery to try the product before payment is processed.
If you decide it’s not for you: Follow the return instructions before the trial ends to avoid being charged — you’ll also receive a reminder before your charge date.
If you keep it: Your payment will be processed automatically, and our standard return policy (outlined above) will apply.
Restocking fee: A $10 restocking fee will be assessed on all Try Now returns.
Build Your Own Bundle Orders
Our Bundle Builder offers discounts when you purchase multiple products:
10% off 2 products
15% off 3 products
20% off 4–5 products
If you return part of your bundle and the number of products you keep no longer qualifies for your original discount, your refund or credit will be adjusted to reflect the new discount level for the items you’re keeping.
Example:
If you buy 3 products at 15% off and return 1 product, your remaining 2 products now qualify for 10% off. We will recalculate your order at the lower discount and refund the adjusted amount.
Shipping Charges
We do not offer refunds on shipping charges. We do not offer return labels; shipping for returns will be at your own cost.
Damaged or Missing Items
If you received a damaged product or your shipment is missing, notify us immediately for assistance via our contact form or at hello@hairstory.com. Damaged products or missing shipments are eligible for a replacement within 60 days of the purchase.
Reactions
If you have an adverse reaction to any Hairstory products, please notify by filling out this form.
Contact Us
You can find answers to many questions in our FAQs. Our product specialists can be reached via our contact form or at hello@hairstory.com.
Updated August 18, 2025