Returns & Refund Policy
Returns and refunds, made as simple as the shampoo.
If Instant Dye Shampoo isn’t right for you, we want to make that easy to fix. This page explains, in plain language, exactly how long you have to return an order, what condition it needs to be in, how long a refund takes to reach you, and what U.S. law guarantees along the way.
What this policy actually guarantees you
Written for this store, not copied from another one
Polar Hair Co Inc sells one product — Instant Dye Shampoo, in seven shades — shipped only within the United States from our Houston, Texas fulfillment operation. Every timeframe, condition, and dollar amount on this page reflects how we actually process returns, not a generic template.
Two clocks, clearly separated
There are two different countdowns on this page, and we never blur them together: you have 30 days from the date of delivery to request a return, and once your returned item is received and approved, we complete your refund within 7 business days.
What can be returned, and in what condition
Instant Dye Shampoo is a cosmetic product that’s applied directly to hair, so we apply sensible, hygiene-based conditions — the same conditions a reasonable customer would expect from any personal-care brand.
Unopened bottles
Any bottle that is unopened, with its safety seal intact, in its original packaging, can be returned for any reason within 30 days of delivery — including simple change of mind.
Opened or used bottles
For hygiene reasons, an opened or used bottle cannot be returned for a change-of-mind refund. It remains eligible for a full refund or replacement if the product arrived damaged, defective, expired, or different from what you ordered.
What we can’t accept back
We cannot accept a return once more than 30 days have passed since delivery, or for bottles that have been altered, refilled, or damaged by the customer after delivery. Free promotional gifts included with an order are not individually refundable.
Patch-test note: Because Instant Dye Shampoo contains oxidative color agents, we recommend the patch test printed on the carton before your first full application. If a patch test shows a reaction, contact us before opening the rest of the bottle — this keeps your return options fully open and helps us look into the batch.
How to start a return, step by step
Email us within 30 days of delivery
Send your order number and the reason for the return to help@polarhairofficial.com, or call us at +1 302-567-1008 during business hours. Tell us whether the bottle is unopened, opened, or arrived damaged — that alone lets us tell you your exact options right away.
We confirm eligibility and send instructions
Our support team replies, typically within one business day, confirming whether your item qualifies and, if so, providing the return mailing address and any return authorization details we need included with the package.
Pack and ship the item back
For change-of-mind returns of unopened bottles, the cost of return shipping is the customer’s responsibility unless the return is due to our error. For damaged, defective, expired, or incorrect items, we provide a prepaid return label at no cost to you.
We inspect and confirm receipt
Once the returned bottle arrives at our Houston fulfillment address, we inspect it against the eligibility conditions above and email you a confirmation that your return has been accepted.
Your refund is issued within 7 business days
We issue the refund to your original payment method within 7 business days of confirming your return. Your bank or card issuer may take a few additional business days to post the funds to your statement.
Exactly how, and how much, you get back
| Situation | What’s refunded | When it’s issued |
|---|---|---|
| Unopened bottle, change of mind | Full product price, minus original outbound shipping if it was a paid shipping order | Within 7 business days of receiving the returned item |
| Item arrived damaged or defective | Full product price plus any shipping you paid | Within 7 business days of confirming the issue — often before we even need the item back |
| Wrong item or wrong shade shipped | Full refund, or a free replacement in the correct shade, your choice | Within 7 business days of confirming the error |
| Order canceled before it ships | Full refund of everything you paid | Within 7 business days of the cancellation request |
| Order never arrives (confirmed lost in transit) | Full refund or free reshipment, your choice | Within 7 business days of confirming the carrier lost the shipment |
Original payment method only
Refunds are returned to the same card or payment method used at checkout. We do not issue cash, check, or store-credit-only refunds unless you specifically ask for store credit and we agree to it in writing.
No restocking fee, no hidden deductions
We never charge a restocking fee. The only amount ever withheld from a change-of-mind refund is the original outbound shipping charge you paid, and only if a fee was actually charged for that shipment.
Multi-bottle and discounted orders
If you return part of a multi-bottle order that unlocked a bundle discount, the refund is recalculated at the price you would have paid for the bottles you kept, so you’re never charged a hidden penalty for keeping the rest.
Damaged deliveries, wrong shades, and order changes
Arrived damaged, defective, or expired
Contact us within 30 days of delivery with your order number and, where possible, a photo of the item and packaging. We will send a prepaid return label if we need the item back, and issue a full refund or free replacement — your choice — within 7 business days.
Wrong shade or wrong item received
If we shipped you the wrong shade or the wrong product entirely, that’s our error, and we cover all costs of making it right: a free correct replacement, or a full refund, shipped or issued at no charge to you within 7 business days.
Canceling before your order ships
Orders are typically packed and dispatched within 1–2 business days. If you contact us before dispatch, we will cancel the order and issue a full refund within 7 business days — no return shipment required, because nothing has shipped yet.
Delayed shipments
Under the FTC’s Mail, Internet, or Telephone Order Merchandise Rule, if we cannot ship your order within the time stated at checkout, we will notify you of the delay and give you the option to cancel for a full refund rather than wait indefinitely.
What U.S. and Texas law guarantees on top of this policy
This policy is designed to meet or exceed the following legal protections — it never limits any right you already have under law.
Truthful, substantiated claims
Under Section 5 of the FTC Act and the Texas Deceptive Trade Practices–Consumer Protection Act, every statement on this page about timeframes, fees, and refund conditions reflects our actual practice — nothing here is aspirational or subject to unwritten exceptions.
Honest shipping and delivery commitments
The FTC’s Mail, Internet, or Telephone Order Merchandise Rule requires us to ship within the time stated at checkout or offer you a full refund if we cannot. We honor this for every order, without exception.
Your credit card billing rights
If you paid by credit card, the federal Fair Credit Billing Act gives you the right to dispute charges for goods that were not delivered as agreed, in addition to — not instead of — requesting a refund directly from us.
A written policy you can rely on
We publish this policy in full, in advance of purchase, at polarhairofficial.com/refund-policy/, so you know exactly what to expect before you buy — not only after something goes wrong.
Control over your personal data during a return
Any information you share with us to process a return or refund — your name, order number, address, and payment details — is handled under our Privacy Policy and is used only to complete your request.
The company standing behind this policy
- Legal business name
- Polar Hair Co Inc
- Doing business as
- Polar Hair Official
- State registration (Texas SOS)
- File No. 806556168
- Returns & principal address
- 17350 State Hwy 249, Ste 220 #35408, Houston, TX 77064, USA
- Return window
- 30 days from delivery
- Refund processing time
- 7 business days from approval
Always email us at help@polarhairofficial.com before shipping anything back, so we can confirm your specific return address and any reference number to include with the package.
A real team, at a real, verifiable address
| Monday – Friday | 10:00 AM – 6:00 PM |
| Saturday – Sunday | Closed |
All of our policies, in one place
Last updated and effective: July 22, 2026 — Polar Hair Co Inc, 17350 State Hwy 249, Ste 220 #35408, Houston, TX 77064, USA. Texas SOS File No. 806556168.
