Refund policy

Self-Service Return Procedure

cliCHair provides a fully automated return process. You can request a return within 14 days of receiving your order.

How to Request a Return

You can initiate a return via:

  • The Self-Service function (requires an active registered account).
  • Emailing our customer care team directly.

Eligibility Conditions

We accept returns in the following cases:

  • Defective products: Items that are damaged or differ from their description.
  • Change of mind: Only if the item is intact, unused, and in its original, sealed packaging.

⚠️ HYGIENE & SAFETY POLICY

For strict hygiene reasons, we cannot accept returns of opened, used, or unsealed products (e.g., shampoos, masks, brushes). If the protective seal is broken or the product shows any sign of use, the return will be rejected and no refund will be issued.

Restocking Fee

For returns not due to a cliCHair error (e.g., mistaken purchase or change of mind), a handling fee of 5% of the product price will be deducted to cover logistical and quality control costs.

(No fee is charged if the product is defective).

Shipping Costs & Liability

Standard Returns

The customer is responsible for return shipping costs. Original shipping fees are non-refundable.

⚠️ UNDELIVERABLE / UNCLAIMED PACKAGES

If a package is returned to us due to customer error, specifically:

  • Incorrect Address provided at checkout.
  • Failure to collect the package from the pickup point/post office within the time limit.
  • Refusal of the package upon delivery.

The return shipping costs charged by the carrier plus the original shipping fees will be DEDUCTED from your refund.

Refund Processing Time

Refunds are processed within 3 business days after the returned item has been received and inspected at our warehouse.

Return Address

ÜLTIMA hair concept
c/o Stisa SA
Stefania Burdino
Via Industrie 12
6593 Cadenazzo
Switzerland

This return policy complies with applicable Swiss consumer protection laws and European regulations where relevant.