Returns Policy
Q1: What is your satisfaction guarantee?
A: LA'ERÔN offers a 60-day satisfaction guarantee from the date your order is delivered. If you are not satisfied with your product experience, you may contact us within the guarantee period for support.
Q2: Do I need to return the product to get a refund?
A: In most cases, you do not need to return opened products. Please provide your order information and a brief reason for the request. Our customer support team will review and assist with the refund process.
Q3: Can I return a product after opening or using it?
A: Yes. Hair and scalp care results vary by individual. If the product is not suitable for your hair or scalp within the 60-day guarantee period, please contact us for assistance.
Q4: How do I request a refund or return?
A: Contact our official customer support team with your order number and reason for the request. We usually review requests within 24–48 business hours.
Q5: How long does it take to receive a refund?
A: Once approved, refunds are issued to the original payment method. Processing usually takes 3–5 business days, but the final posting time may depend on your bank or payment provider.
Q6: What if I receive a damaged, defective, or incorrect item?
A: Please take photos and contact us as soon as possible. We will help arrange a replacement or refund at no additional cost.
Q7: Can I request an exchange?
A: Exchanges may be available for eligible items of the same value. You may also request a refund and place a new order for the product you prefer.
Q8: Can I still contact customer support after 60 days?
A: Yes. While our satisfaction guarantee is 60 days, you may still contact us if you believe there is a product-related issue. We will review each case fairly.
Q9: Are shipping fees refundable?
A: If the issue is caused by our error, such as an incorrect item, damaged product, or missing item, standard shipping fees may be refunded. For personal preference returns, original shipping fees, expedited shipping fees, international duties, and related handling fees are generally non-refundable.
Refund Policy
Q1: How long is the refund guarantee period?
A: LA'ERÔN offers a 60-day satisfaction guarantee from the date your order is delivered. If you are not satisfied with your product experience, receive a damaged or incorrect item, or experience a suspected product quality issue, you may request a refund or replacement within the guarantee period.
Q2: What situations are eligible for a refund?
A: Refunds may be available if the product is not suitable for your scalp or hair type, the experience does not meet your expectations, the product arrives damaged or leaking, the package is lost, the wrong item is received, the item has a clear defect, or another reasonable after-sales issue is confirmed by customer support.
Q3: What situations may not be eligible for a refund?
A: Refunds may not be available for suspicious bulk purchases, unreasonable excessive use, purchases from unauthorized channels, missing order records, product damage caused by improper storage, or repeated abuse of the after-sales policy.
Q4: Do I need to return the product?
A: In most cases, opened products do not need to be returned. For bulk orders, unopened high-value orders, or special cases, customer support may request the return of part or all of the order for verification.
Q5: How do I submit a refund request?
A: Please contact us through the website Contact Us page or official customer support email. Include your order number, purchase email, refund reason, and photos of the product or package if applicable. Our support team usually replies within 24–48 business hours.
Q6: When will I receive my refund?
A: Once approved, refunds are issued to the original payment method. Processing usually takes 3–5 business days, but the final posting time depends on your bank, card issuer, or payment provider.
Q7: Are shipping fees, duties, or service fees refundable?
A: If the issue is caused by our error, such as damaged goods, incorrect items, missing items, or a confirmed product issue, standard shipping fees may be refunded. For refunds requested for personal reasons, original shipping fees, expedited fees, international duties, and payment platform fees are generally non-refundable.
Q8: How do subscription orders work?
A: If subscription purchases become available in the future, customers may cancel upcoming automatic payments through their account or by contacting customer support. Shipped subscription orders will follow the standard refund policy. Unshipped subscription orders may be canceled and refunded first.
Q9: What should I do if I experience discomfort or an allergic reaction?
A: Stop use immediately and rinse with water. Contact us with your order information, usage details, and photos if available. We will prioritize your case and help with refund or support options. For severe or persistent discomfort, please consult a healthcare professional.
