Custom Formula Refund Policy

Refund & Replacement Policy

Effective Date: January 1^st, 2025
Last Updated: December 19^th, 2024

1. Purpose & Scope
   This policy outlines the conditions under which refunds and replacements are issued for cosmetic products manufactured by Scientific Cosmetix.. This policy applies to all purchase orders and agreements between Scientific Cosmetix – Professional Hair Labs and its clients.
2. Eligibility for Refunds & Replacements
   Refunds or replacements will only be considered under the following conditions:

• Manufacturing Defects: If a product fails to meet agreed-upon specifications and falls outside of the ISO GMP standards.
• Quality Issues: If contamination, microbial growth, or non-conformance is verified by our Quality Control Team.
• Regulatory Non-Compliance: If a product violates cosmetic regulations (EU Cosmetics Regulation, FDA guidelines, ISO 22716, etc.).
• Incorrect Order Fulfilment: If the wrong product was delivered due to our error.

3. Quality-Approved Standards & Complaint Handling
   The company adheres to strict ISO GMP guidelines, ensuring that all products meet quality-approved standards before shipment. Quality-approved standards refer to products that fall within the limits and tolerances set out in ISO GMP Guidelines.

However, if a customer raises a complaint about a product that has passed quality control but is perceived as defective, the following steps will be taken:

• The customer must provide detailed evidence (batch number, images/videos, and a description of the issue).
• The Quality Control & Regulatory Team will assess whether the complaint falls outside of the defined quality-approved tolerances.
• If the product conforms to ISO GMP tolerances, it will not be considered defective, and no refund or replacement will be provided.
• If the product exceeds the allowable deviation limits, it will be classified as a manufacturing defect and eligible for refund or replacement.

4. Non-Refundable Cases
   The following cases are not eligible for refunds or replacements:

• Change of Mind: Orders cannot be refunded if the customer changes their mind.
• Brand-Specific Claims: If the issue is related to marketing claims made by the brand and not a defect in manufacturing, the responsibility lies with the brand.
• Storage & Handling Issues: If the defect resulted from improper storage by the customer (temperature, humidity, etc.).
• Normal Variations: Slight differences in colour, texture, or scent that do not impact safety or efficacy.
• Raw Material Issues from Ingredient Suppliers: The company is not responsible for raw material-related issues, including delays in delivery or stability concerns. In cases where stability issues may arise, we will communicate with the ingredient supplier to seek a resolution and refer to an agreed resolution option referenced in section 5 below.

5. Refund Request Process

• Complaints must be submitted within 14 days of receipt through one of the following channels:
  • Email: complaints@prohairlabs.com
  • Phone: +353539178582
  • Website Complaint Form: Click Here
• The following information must be provided:
  • Batch Number (found on the product packaging)
  • Photo/Video Evidence clearly showing the issue
  • Description of the Problem
• The Regulatory & Quality Assurance Teams will investigate and respond within 14 business days.
• If the products must be returned to the manufacturing facility, it will be at the clients expense until the investigation can be completed and validated.

6. Resolution Options
   If a complaint is validated, the following resolution options will be offered:

• Replacement of defective goods (preferred option)
• Partial refund (only if replacement is not possible)
• Credit toward a future order (if agreed upon)

7. Return Policy for Defective Products

• Defective products must be returned to the manufacturer before a refund is processed.
• Return shipping costs will be covered by the manufacturer only if the defect is confirmed.

• If the goods are deemed faulty and require replacement, the return shipping cost will be reimbursed, capped at the original shipping cost.

• If no defect is found, the buyer must cover shipping expenses.

8. Final Approval & Disclaimer

• Once an order is approved and dispatched, the manufacturer is not liable for product claims made by the brand.
• Any disputes will be handled through arbitration under Irish law.

For further inquiries, please contact Customer Support at cs@prohairlabs.com