This Refund Policy explains when you can reschedule or cancel a consultation, cancel an order or return a product, and how refunds are paid. It applies to everything booked or bought from Your Hair Company and forms part of our Terms & Conditions. It does not affect your rights under the Consumer Protection Act, 2019.
Consultation fee
The consultation fee (currently ₹500) is paid when you book.
- Rescheduling: you can move your consultation free of charge up to 6 hours before it starts, from your account or by messaging us.
- Cancelling more than 24 hours before your consultation: you receive a full refund of the consultation fee.
- Cancelling within 24 hours of your consultation: the fee is not refunded, but you can reschedule once at no extra charge.
- Missing your consultation without notice (a no-show): the fee is not refunded. If something unexpected stopped you from joining, write to us and we will look at it fairly.
- If the doctor cannot attend, or the call cannot take place because of a problem on our side, you choose between a free reschedule and a full refund.
Plan and product orders
Before dispatch
You can cancel any order — a treatment plan or individual products — for a full refund at any time before it is dispatched. Message us on WhatsApp or email us with your order number, or cancel from your account where the option is shown.
After dispatch
- Once an order has been dispatched it cannot be cancelled.
- After dispatch we accept returns only for items that arrive damaged, leaking or tampered with, items that are not what you ordered, or items that are past their expiry date on delivery — reported within 48 hours of delivery (see below).
- If a parcel is lost in transit, or cannot be delivered for a reason on our side, we send a replacement or give you a full refund.
Damaged, wrong or expired items
- 1Tell us on WhatsApp or by email within 48 hours of delivery, with your order number.
- 2Send clear photos of the item, its batch and expiry details, the packaging and the shipping label. An unboxing video helps, but is not required.
- 3We review your request and reply within 2 working days. If needed, we arrange a free pickup of the item.
- 4We then send a replacement or refund the item — your choice where both are possible.
Requests made after 48 hours, or without photos, may not be accepted, because we cannot then confirm with our courier and supplier what happened.
Money-back guarantee refunds
Refunds under the money-back guarantee are made only as set out in the Guarantee Terms, including all of its conditions and the doctor-reviewed claim process. Consultation fees and products bought without a consultation are not covered by the guarantee.
How and when refunds are paid
- Refunds are paid to the original payment method (UPI, card, net banking or wallet) through our payment partner, Razorpay.
- Approved refunds are credited within 5–7 working days. We share the refund reference so you can check with your bank; the exact time it appears depends on your bank or card issuer.
- If the original payment method can no longer accept a refund, we will pay it by bank transfer to an account in your name.
- All orders and consultations are prepaid, so there are no cash refunds.
How to request a refund or cancellation
- 1Message us on WhatsApp or write to care@yourhaircompany.com.
- 2Include your name, the mobile number on your account, your booking or order number, what you would like us to do, and photos if the request is about a product.
- 3We acknowledge your request within one working day and keep you updated until it is resolved.
If you are not satisfied with the outcome, you can write to our Grievance Officer at grievance@yourhaircompany.com. We acknowledge grievances within 48 hours and aim to resolve them within one month.
Last reviewed . If anything here is unclear, write to care@yourhaircompany.com.