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Returns And Refunds
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When a return may be accepted, which products cannot normally be returned, and how refunds and order issues are reviewed.
Last updated: 24 July 2026
Return eligibility depends on the product, its condition, the seller’s stated terms, and applicable consumer law. Always request approval before sending an item back.
Return eligibility
- The item must normally be unused, unopened, and in its original condition and packaging.
- The return request must be made within the return window shown on the product listing or order.
- Proof of purchase and the order number are required.
- Any rights that cannot legally be limited remain unaffected.
Products that cannot normally be returned
- Opened or used henna, jagua, hair-color, cosmetic, aftercare, or other hygiene-sensitive products.
- Custom, personalised, made-to-order, or specially prepared products.
- Clearance or final-sale products where this was disclosed before purchase.
- Products damaged through misuse, incorrect storage, or failure to follow the supplied instructions.
Damaged, incorrect, missing, or materially misdescribed orders
Contact Henna1st promptly after delivery or after the expected delivery date. Include the order number, a clear description of the issue, and photographs of the product, packaging, shipping label, or damage where relevant.
Depending on the review, the resolution may be a replacement, refund, partial refund, store credit, or another remedy required by applicable law. Do not discard the item or packaging until the review is complete.
How to request a return
- Contact support before shipping anything back.
- Wait for confirmation of eligibility and the correct return address or instructions.
- Package approved returns securely and retain proof of postage.
- Unauthorised returns or parcels sent to the wrong address may not be accepted.
Refunds and cancellations
Approved refunds are issued to the original payment method after the return or claim has been reviewed. Bank and payment-provider processing times may vary.
Original shipping charges, customs duties, and return postage are normally non-refundable unless the item was defective, incorrect, materially misdescribed, or the law requires otherwise.
Cancellation requests can only be considered before dispatch. Once an order has shipped, the applicable return process must be followed.
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