CANCELLATION, RETURN, AND EXCHANGE POLICY
Cancellation, Return & Exchange Policy
Athena Rose Trichology
We aim to provide a smooth shopping experience while maintaining strict hygiene and product safety standards for all customers. Please review the policy below before purchasing.
1. Order Cancellations
Orders may be canceled within 12 hours of purchase if they have not yet entered processing or fulfillment.
Once an order has been prepared, packed, or shipped, it can no longer be canceled.
To request a cancellation:
📧 info@athenarosehair.com
💬 Live Chat on our website (fastest response)
Approved cancellations will be refunded to the original payment method.
2. Returns
Because our products are topical cosmetic and scalp-care formulations, we follow strict sanitary handling procedures.
Eligible Returns
We accept returns only if the item is:
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unused
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unopened
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in original packaging
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requested within 7 days of delivery
The item must be shipped back within 7 days after approval.
Non-Returnable Items
We cannot accept returns for:
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opened products
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used or tested products
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products returned without authorization
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international orders
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promotional or discounted items
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refusal of delivery
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packages marked “Delivered” by carrier
Hair and scalp results vary between individuals; dissatisfaction with results does not qualify as a return condition.
Damaged or Incorrect Items
If your order arrives damaged or incorrect:
Contact us within 48 hours of delivery and include:
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order number
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photos of packaging
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photos of product
We will provide a replacement or refund if approved.
Return Shipping
Customers are responsible for return shipping costs unless the error was ours.
We recommend a trackable shipping service.
Athena Rose Trichology is not responsible for lost return packages.
Inspection & Refund
All returns are inspected upon arrival.
If the item shows signs of use, the return will be rejected and sent back to the customer.
Approved refunds:
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issued to original payment method
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shipping fees are non-refundable
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allow 3–5 business days for processing
3. Exchanges
We do not process direct exchanges.
If you would like a different product:
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Request a return (if eligible)
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Place a new order
This ensures inventory accuracy and faster service.
4. Return Authorization Required
Do not send items back without approval.
To initiate a return:
📧 info@athenarosehair.com
💬 Live Chat on our website
Include:
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order number
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reason for request
You will receive instructions if approved.
Unauthorized returns will not be accepted or refunded.
5. Fraud Prevention & ID Verification
To protect both our customers and our business from unauthorized transactions, Athena Rose Trichology may request identity verification for certain orders.
When Verification May Be Required
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high-value orders
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mismatched billing/shipping information
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flagged payment risk
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suspected unauthorized card use
Verification Process
We may request:
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government-issued ID (name only visible)
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confirmation of billing details
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redacted photo of payment method (last 4 digits only)
Orders remain on hold until verification is completed.
If verification cannot be completed, the order will be canceled and refunded.
All verification information is used solely for order security and is never stored beyond verification.
6. Chargebacks
Customers agree to contact Athena Rose Trichology support prior to initiating a payment dispute.
Filing a chargeback without contacting us first may result in order blocking and permanent account restriction.
Contact Support
💬 Live Chat available on our website
