Refund & Return Policy

Last updated: 12 June 2026

This Refund & Return Policy explains when and how customers of Validus Hair may cancel an order, return items, or receive a refund for purchases made on validushair.com.

The online store is operated by ORIENTO TURIZM IC VE DIS TICARET LIMITED SIRKETI, trading as Validus Hair. Registered address: Aksaray Mah., İnkılap Cd., ÖZHAN ÇELİK İş Hanı No:12, İç Kapı No:304, Fatih, İstanbul, Türkiye. VKN: 6470714391. MERSİS: 0647071439100001. Trade Registry: 377856-5.

This policy should be read together with our Terms & Conditions, Distance Sales Contract, and Shipping & Delivery information. Where consumer protection law grants stronger rights, those mandatory rights always apply.

1. Eligibility and return window

As a consumer, you usually have a 14-day period from the day after delivery to change your mind and withdraw from the contract without giving a reason, in line with applicable distance-sales rules.

To be eligible for a return under this policy, unless a longer period is required by local law:

Timing: contact us within 14 calendar days from the date you receive your parcel.
Product condition: items must be unused, unopened, and in original sealed packaging, including shrink-wrap, safety seals, blisters, caps, labels, gifts, accessories, and inserts.
Completeness: sets, bundles, free gifts, samples, and accessories supplied with the order must be returned together.
Proof of purchase: provide your order number, full name, and the email address or phone number used at checkout.

Reasonable handling to check the external packaging is acceptable. Using products beyond what is necessary to inspect them may reduce or remove the right to a refund, especially for goods sealed for health or hygiene reasons.

2. Products that cannot be returned

Some items are not suitable for return except where they are defective, damaged in transit, or not as described. This includes, in particular:

Opened or used cosmetics and hair-care products, including shampoos, serums, foams, lotions, sprays, ampoules, mesotherapy products, and similar items where the seal, blister, or cap has been broken or removed.
Products that cannot be resold for health or hygiene reasons once opened, as allowed by consumer law.
Items improperly stored or damaged after delivery, including exposure to extreme heat, direct sunlight, moisture, or unsuitable handling.
Custom, personalised, final-sale, clearance, or temperature-sensitive items where applicable.
Free gifts, samples, or promotional bonuses supplied with your order.

We cannot handle returns for products purchased from clinics, pharmacies, marketplaces, or third-party sellers. In those cases, contact the seller directly and follow their policy.

3. Order changes and cancellations

We start preparing orders quickly so they can ship within the timelines described in our Shipping & Delivery page.

Before dispatch: if your order has not yet been packed or shipped, usually within 1 to 2 business days, we will do our best to cancel it or update the shipping address, items, or quantities.
After dispatch: once the parcel has been handed to the carrier, it is normally too late to modify or cancel the shipment. You can still request a return after delivery if the conditions in this policy are met.
Clinic or package bookings: if a clinic treatment or travel package is linked to your order, additional or different cancellation terms may apply. We will inform you of the relevant conditions or direct you to the partner clinic.

Sending a cancellation request does not automatically guarantee that it will be applied. You will receive confirmation if we successfully cancel or change your order.

4. Damaged, faulty, or incorrect items

Please inspect your parcel as soon as it is delivered. Contact us within 7 calendar days of delivery, or the expected delivery date if the parcel appears lost, if any of the following applies:

Products arrived damaged, leaking, or broken.
You received the wrong item, wrong size, or wrong quantity.
Items are missing from the parcel.
Products appear clearly defective or expired.

Include your order number, contact details, and clear photos of the outer shipping box, label, inner packaging, and affected items. After review, we will confirm available solutions, which may include replacement, partial refund, or full refund. If we ask you to return the affected product, we may provide a prepaid label or reimburse reasonable return shipping costs.

5. How to request a return

Always contact us before sending anything back so we can confirm eligibility and provide the correct return address.

Send a return request: email [email protected]. Include your order number, item or items to return, reason for the return, and photos if there is any damage, defect, or packing issue.
Wait for approval and instructions: our team will confirm whether your request is covered and send a return authorisation and instructions.
Pack the products securely: place items in their original boxes where possible, including leaflets, accessories, gifts, and protective packaging.
Ship with tracking: unless we provide a prepaid label, use a trackable shipping service and keep your receipt and tracking number. You are responsible for the parcel until it reaches us.
Inspection and confirmation: when the parcel arrives, we inspect the contents and confirm the refund, replacement, or credit.

Returns sent without prior approval or to the wrong address may be delayed, refused, lost, or ineligible for refund.

6. Refund methods, costs, and processing time

Once we receive and approve your return, we process any refund as quickly as reasonably possible.

Refund method: refunds are issued to the original payment method used at checkout unless we agree otherwise.
Payment processors: card transactions are handled securely by our payment partners, such as PayTR and/or iyzico. After we submit a refund, your bank or card issuer may need additional time to post the amount.
Timing: approved refunds are normally processed within 5 to 10 business days after we receive returned goods. Bank processing time, often 3 to 14 business days, is separate.
Shipping costs: for change-of-mind returns or orders placed in error, original shipping charges and return postage are usually non-refundable unless required by law. If the return is caused by our confirmed error, we refund the affected product and, where appropriate, standard shipping and reasonable return costs.
Duties and taxes: customs duties, import taxes, brokerage, and clearance fees charged by local authorities or carriers are usually not refundable by us.

7. International orders, refused parcels, and non-delivery

International deliveries can involve local taxes, customs checks, and carrier rules.

Import duties and taxes: unless checkout states otherwise, international shipments are normally sent on a duties-unpaid basis. Local taxes, duties, and clearance fees are payable by the customer to the carrier or customs authority.
Refused or unclaimed parcels: if a parcel is returned because it was refused, not collected, or customs charges were not paid, we may refund only the product value after receiving the parcel in good condition, minus original shipping, return, handling, carrier, or customs fees.
Non-deliverable addresses: if the carrier cannot deliver to the address provided and the parcel is returned, the same rules may apply.
Lost or heavily delayed shipments: contact us so we can open a carrier investigation and confirm available solutions.

8. Consumer rights and contact

This policy summarises how we handle cancellations, returns, and refunds for online orders. It does not reduce any non-waivable consumer rights granted by the laws of your country of residence. If there is a conflict between this policy and mandatory law, the law prevails.

If you are unsure which rules apply to your order, contact us before sending any item back.

Email: [email protected]
Related policies: Terms & Conditions, Distance Sales Contract, Shipping & Delivery, Privacy Policy, Imprint, and FAQs.