Return & Refund Policy
At LYZA Hair Care, we want you to love your products as much as we do.
If something isn’t quite right — whether it’s the style, fit, or feel — we’re here to help.
Our goal is simple: a smooth, fair, and transparent return process that keeps your trust at the heart of everything we do.
1. Return Eligibility
To be eligible for a return, items must:
- Be unused, unwashed, and in their original condition.
- Include all original packaging, tags, and inserts.
- Show no signs of wear, damage, or residue (such as hair, stains, or perfume).
We reserve the right to reject returns that do not meet these conditions or fall outside the eligible period.
2. Return Window
- EU & UK customers: Returns accepted within 14 days of receiving your order (in line with consumer law).
- USA & Australia customers: Returns accepted within 30 days of delivery.
- Promotional or bundled items: Must be returned in full to qualify for a refund.
- Final sale items: Non-returnable unless defective or damaged upon arrival.
3. How to Start a Return
To initiate a return, please contact our team at
📧 support@lyzahaircare.com
Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return (and photo evidence if applicable)
Once your request is reviewed, our support team will confirm the next steps and provide a return authorization and instructions.
4. Self-Service Return Portal
We offer a streamlined Self-Service Return Portal to make the process quick and easy.
After your return is approved, you’ll receive a secure link to register your return and download your shipping label.
Buyers must provide a valid reason and, where applicable, supporting photos. LYZA Hair Care reserves the right to decline returns that lack sufficient justification or do not meet inspection standards.
Once your item is received, our Returns Team will inspect it to verify eligibility. You will then receive an email confirmation of approval or denial.
5. Return Shipping Costs
- Customer responsibility: Return shipping is the responsibility of the buyer unless the item arrived damaged, defective, or incorrect.
- Return cost confirmation: We’ll email you the estimated return shipping cost for approval before issuing a label.
- Refund deduction: The approved return cost will be deducted from your refund once the item is received and approved.
If the return is due to a defective, incorrect, or damaged product, LYZA Hair Care will cover the full return shipping cost.
Please note: delays caused by customs clearance or carrier service interruptions are beyond our control and are not valid grounds for return.
6. Refund Process
Once we receive and inspect your return, you will be notified of the approval or rejection.
- Approved refunds: Issued to the original payment method within 7 calendar days, minus any applicable return fees.
- Bank processing times: Depending on your financial institution, it may take up to 10 additional business days for the refund to appear.
- Rejected returns: If a return does not meet policy conditions, we may ship the item back to you at your expense.
7. Exchanges
If you’d like to exchange your product for another color or style, contact us at support@lyzahaircare.com.
Once approved, we’ll:
- Send you an invoice for any price difference (if applicable).
- Provide a link to register your return (select “Exchange” at checkout).
- Once your return is received and inspected, we’ll issue store credit via email so you can reorder your preferred item.
8. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery with clear photos of the issue.
We’ll take care of it immediately and cover the full cost of return shipping or replacement.
9. Return Denial and Exceptions
We reserve the right to refuse returns that:
- Are used, worn, washed, or damaged;
- Are returned without original packaging or tags;
- Are sent after the return window;
- Are shipped to any address other than the one provided by our returns team.
Items returned outside of this process may be rejected and not eligible for refund or reshipment.
10. Important Notes
- Returns must be sent with a trackable shipping method. LYZA Hair Care is not responsible for returns lost in transit.
- Refunds will not include original shipping fees (unless due to our error).
- We do not offer refunds for refused or unclaimed deliveries.
11. Legal Compliance
This Return Policy complies with:
- EU Consumer Rights Directive (2011/83/EU)
- UK Consumer Contracts Regulations 2013
- Australian Consumer Law (ACL)
- U.S. Federal Trade Commission (FTC) e-Commerce guidelines
Your statutory rights as a consumer remain unaffected.
12. Contact Us
If you have any questions or need assistance with a return, please contact our customer support team: