B2B — Professionals only
Conditions applying to returns of products ordered on the Hair Luxury portal. Last updated: 19 April 2026.
As Hair Luxury is a B2B supplier reserved for hairdressing professionals, the right of withdrawal provided for in articles L.221-18 et seq. of the French Consumer Code does not apply. Nevertheless, Hair Luxury accepts returns under the conditions below, in the interest of service quality.
Return requests are reviewed case by case by the sales team. No return may be made without prior written agreement from Hair Luxury.
Any return request must be sent to Hair Luxury within a maximum of 30 calendar days from the date the parcel is received.
After this period, no request can be considered, except for a hidden defect covered by the statutory warranty.
To be accepted, the returned product must:
Products that have been opened, fitted or modified cannot be refunded, except where a defect is acknowledged by Hair Luxury after inspection.
To declare a return, the Client must log in to their professional portal at portal.hairluxury.fr and open an aftersales ticket from the relevant order, or contact their dedicated account manager.
The Hair Luxury team replies within 24 working hours and, where the return is agreed, provides a return number (RMA) and the shipping address. Return shipping costs are borne by the Client, except in the case of a dispatch error or a defective product attributable to Hair Luxury.
On receipt of the parcel, Hair Luxury carries out a quality inspection within 48 working hours.
If the return is approved, the refund is issued within a maximum of 10 working days from approval, by bank transfer or as a credit note on the client account, at the Client's choice.
If the return is refused (product used, damaged by the Client, out of time, or not meeting the conditions of article 3), the product is shipped back to the Client at their expense, or held in storage for 30 days before destruction.
Where a product defect is found on receipt (damaged strand, incorrect shade, missing quantity) or a dispatch error has occurred, the Client must open an aftersales ticket within 72 hours of receipt, together with photographs.
In that case, Hair Luxury covers the full return shipping costs and provides either a replacement, a credit note or a full refund.
For any question relating to a return:
Client portal: portal.hairluxury.fr
Email: contact@hairluxury.fr
Phone: +33 1 48 74 04 76 (Mon–Fri, 10am–6pm)
WhatsApp: +33 6 78 27 53 81
This English version is provided for convenience only; the French version is the legally binding text.
