Refund policy

RETURN AND REFUND POLICY
Last updated: August 5, 2026

We want you to love what you take home. If a retail product isn't right, here is how returns work.

The short version

Unopened retail products may be returned within 30 days of purchase. Opened products cannot be returned. You must email us for a Return Authorization (RA) number before sending anything back. We refund the product price plus any sales tax charged. Original shipping and handling is not refundable. Salon services are not refundable.

What can be returned

We accept returns of retail products that are:

  • Unopened and unused, in their original packaging, with any seals, shrink wrap, or safety caps fully intact; and
  • Within 30 days of the date of purchase, or the date of delivery if your order was shipped.

What cannot be returned

  • Opened products. Once a product has been opened, unsealed, or used, we cannot accept it back. Hair care and styling products are personal care items, and for health and hygiene reasons we are not able to resell them. This applies even if the product has only been opened and not used.
  • Salon services. Services, once performed, are not refundable. If you are unhappy with your result, please contact us within 7 days and we will do our best to make it right, including a complimentary adjustment with your original stylist where appropriate. This is described in full in Section 3 of our Terms of Service.
  • Gift cards. Gift cards are not returnable or redeemable for cash except where required by law.
  • Anything returned after 30 days.

You must request an RA number first

Before returning anything, email us at TheHairLoungeAZ@gmail.com with your order number, the item or items you want to return, and the reason. We will reply with a Return Authorization (RA) number and the address to send it to.

Write the RA number clearly on the outside of the package. Any return delivered to us without an RA number will be refused and returned to sender, and we will not be able to issue a refund for it. Please do not send anything back before you have your RA number.

Returning your item

You may either bring your unopened product to the salon at 7001 E. Main St. Suite 102, Scottsdale, AZ 85251 during opening hours, or ship it back to the address we give you with your RA number.

If you are shipping a return, you are responsible for the cost of return shipping, and we recommend using a tracked service. Until we receive the item, it remains your responsibility. We are not able to refund items that are lost or damaged in transit back to us.

What we refund

Once we receive your return and confirm the product is unopened and in resalable condition, we will refund the price of the product, plus any sales tax charged on it.

Shipping and handling charges are not refundable. This applies to the original shipping you paid on your order, and to the cost of shipping the item back to us.

Refunds are issued to the original payment method. Please allow up to 10 business days after we receive and inspect your return for the refund to be processed, and note that your bank or card issuer may take additional time to post it to your account.

If your item arrives damaged, defective, or incorrect

This policy does not apply if we made the mistake. If your order arrives damaged, defective, or is not what you ordered, contact us at TheHairLoungeAZ@gmail.com within 7 days of delivery with your order number and a photo of the item and packaging. We will replace it or refund it in full, including shipping, and we will cover the cost of returning it. Nothing in this policy limits any rights you have under applicable consumer protection law.

Cancelling an order

If you need to cancel an order, email us as soon as possible. If your order has not yet shipped we will cancel it and refund you in full. Once an order has shipped it must be handled as a return under this policy.

Exchanges

We do not process exchanges directly. If you would like a different product, return the unopened item under this policy for a refund and place a new order, or come see us at the salon and we will help you find the right product.

Questions

Email TheHairLoungeAZ@gmail.com or call 480.605.2148.

The Hair Lounge by Emma Nicole
7001 E. Main St. Suite 102
Scottsdale, AZ 85251