Returns & Refunds

60-Day Return Window

We have a 60-day return policy on unopened items, which means you have 60 days after receiving your order to request a return.

To be eligible for a return, your item must be:

• Unopened and unused, with any factory seal or shrink wrap intact
• In its original bottle carton, undamaged
• Returned in the original outer shipping box in which it arrived
  

To start a return, contact us at hello@shopsilkhalo.com with your order number. If your return is accepted, we will send you instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted and cannot be refunded.

Opened products cannot be returned

For health, safety and hygiene reasons, we cannot accept returns or offer refunds on any product that has been opened or used, regardless of how much remains in the bottle. This applies to all sizes and all scents.

This is standard across the fragrance and personal care industry. Once a hair mist has been unsealed, we have no way to verify its condition or contents, and we cannot resell it.

Damages, defects and incorrect items

Please inspect your order as soon as it arrives. If your order arrives damaged, defective, or is not what you ordered, contact us at hello@shopsilkhalo.com within 3 days of delivery with:

• Your order number
• A photograph of the product
• A photograph of the outer shipping box and packaging
• A brief description of the issue

We will evaluate the issue and make it right — in most cases by sending a replacement at no cost to you. Where a replacement is unavailable, we will refund your original payment method.

Please do not ship a damaged or leaking product back to us unless our customer care team specifically asks you to do so. In most cases, photographs will be sufficient for us to assess the issue and arrange an appropriate replacement or refund.

This section does not cover:

• Damage occurring after delivery, including through misuse, mishandling, exposure to heat, or storage contrary to the product's instructions
• Dissatisfaction with a fragrance, its strength, or how long it lasts on your hair
• Normal batch-to-batch variation in bottle color, frost finish or fill level
• Products purchased from any seller other than SilkHalo directly

How to ship your return

If your return is approved, we will provide you with return instructions and the return address.

Returned items must be packaged securely so they are protected during transit. Wherever possible, we recommend reusing the original outer shipping box or another suitably protective box.

Please ensure:

• The product remains unopened and sealed
• The original product carton or packaging is included
• The item is protected from movement and damage during transit
• You follow the return instructions provided by our customer care team

We recommend keeping proof of postage until your return has been received and processed.

Non-returnable items

The following cannot be returned or refunded:

• Any product that has been opened or used
• Discovery Sets and sample vials, once any vial has been opened
• Gift sets, once opened
• Items marked final sale or purchased at a promotional discount of [X]% or greater
• Gift cards
• Any product that arrives back to us leaking, damaged, or outside its original outer shipping box

Exchanges

We do not offer direct exchanges. The fastest way to get the scent you want is to request a return for your unopened item and place a separate order for the replacement.

Order cancellations

We process orders quickly. If you need to cancel, contact us at hello@shopsilkhalo.com as soon as possible. We can cancel and refund your order only if it has not yet been dispatched. Once an order has been handed to the carrier, it cannot be cancelled.

Lost or undelivered orders

If tracking shows your order as delivered but you have not received it, please check with your household and neighbors and contact the carrier first. If you still cannot locate it, contact us at hello@shopsilkhalo.com within 3 days of the marked delivery date and we will help you file a carrier claim. We cannot refund or replace orders confirmed as delivered by the carrier.

If tracking shows no movement for an extended period, or the carrier confirms your order lost in transit, contact us and we will arrange a replacement or refund.

Incorrect shipping addresses

You are responsible for providing a complete and accurate shipping address at checkout. We cannot refund or replace orders sent to an address entered incorrectly. If a package is returned to us as undeliverable, we will contact you and can reship at your cost.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved.

If approved, you will be refunded automatically to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.

Original shipping charges are non-refundable.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at hello@shopsilkhalo.com.

Your statutory rights

Nothing in this policy affects any rights you may have under applicable state law that cannot be waived or limited by agreement. Some states restrict a seller's ability to disclaim implied warranties to consumers. Where such law applies to your purchase, this policy applies only to the extent permitted by that law.

Got questions?

If you have any questions regarding refunds & returns, please contact our customer support team at hello@shopsilkhalo.com and include your order number so we can assist you as quickly as possible.