Refund Policy

Refund & Returns Policy

This policy applies to all purchases made through the HLYWD MD platform — including B2C retail orders and B2B salon partner wholesale orders. Please read it carefully before placing your order.

Section 1: B2C Retail Customers

1.1 Eligibility for Return & Refund

We accept returns on retail products within 7 days of delivery, provided the following conditions are met:

• Product is unused, unopened, and in its original packaging
• Tamper-evident seal is intact
• Original invoice / order confirmation is available
• Request is raised via your registered account or our support email

1.2 Non-Returnable Items

The following items are not eligible for return or refund under any circumstances:

• Opened or used products
• Products purchased using a referral code discount (10% off) — the discount itself is non-refundable
• Promotional or sale items marked "Final Sale"
• Products damaged due to misuse or improper storage by the customer
• Items without original packaging or proof of purchase

1.3 Refund Method & Timeline

Upon approval of your return request, refunds will be processed as follows:

Note: Shipping charges are non-refundable unless the return is due to a defective or incorrect product dispatched by us.

1.4 Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please notify us within 48 hours of delivery with:

• Clear photographs of the product and packaging
• Your order ID

We will arrange a replacement or full refund at no additional cost to you.

Section 2: B2B Salon Partners — Wholesale Orders

2.1 General Policy

All wholesale orders placed by verified salon partners are subject to a stricter returns policy, given the professional and bulk nature of these purchases. Partners are encouraged to review product selections carefully before placing orders.

• Returns accepted within 5 days of delivery
• Products must be unopened, in original condition and packaging
• Order must have been placed through the Partner Portal
• A formal return request must be submitted via the Partner Dashboard

2.2 Non-Returnable Items — Wholesale

The following wholesale purchases are strictly non-returnable and non-refundable:

• Opened, used, or partially consumed products
• Tester SKUs — all tester purchases are final (see Section 2.3)
• Products purchased under a promotional or Buy X Get Y offer
• Custom or partner-specific SKU orders
• Orders where the product has been re-labelled, repackaged, or resold

2.3 Tester SKU Policy

Tester products are made available at a higher discount under quantity-controlled limits. All tester purchases are FINAL — no returns, no refunds, no exchanges.

• Tester items are marked "Not for Resale" and must be used solely for in-salon demonstration purposes
• Misuse or resale of tester products may result in suspension of the partner account and forfeiture of all pending commissions
• Quantity limits and monthly/annual caps apply as configured by the admin

2.4 Wholesale Refund Method & Timeline

Note: Wholesale shipping and handling charges are non-refundable in all cases, unless the return is due to an error on our part.

Section 3: Commission & Referral Credits on Refunds

3.1 Effect on Salon Partner Commissions

The following rules apply when a retail order linked to a salon's referral node is returned or refunded:

• If a retail order linked to a salon's referral node is refunded, the associated commission for that order will be reversed
• If a payout batch has already been locked and the order is subsequently refunded, the reversal will be adjusted in the next payout cycle
• Commissions on partially refunded orders will be recalculated on the net retained order value
• Referral code discounts (10%) applied to refunded orders will not be re-credited to the customer

Section 4: How to Raise a Return Request

4.1 Step-by-Step Process

• Log in to your HLYWD MD account (retail customer login or Partner Portal)
• Navigate to Order History and select the relevant order
• Click "Request Return / Refund" and fill in the reason for return
• Upload supporting photos if applicable (e.g., damaged or wrong product received)
• Our team will review your request and respond within 2 working days
• If approved, you will receive return shipping instructions or a confirmation of refund initiation

4.2 Return Shipping

In cases where the product needs to be physically returned:

• We will arrange a reverse pickup in most serviceable areas
• If reverse pickup is not available in your location, you may be asked to ship the product to our warehouse at the address provided by our support team
• Return shipping costs for change-of-mind returns (non-defective) will be borne by the customer

Contact Us

For any refund or return related queries, please reach out to us through any of the following:

HLYWD MD reserves the right to amend this policy at any time without prior notice. Changes will be communicated via registered email and updated on this page. Continued use of the platform after any changes constitutes acceptance of the revised policy.