Eleven - Detangle My Hair / Gentle Clean Duo

Love It or Return It – Prohair’s Hassle-Free Return Policy

We want you to love every purchase from Prohair.ca. If not, no worries — we've made returns as easy and transparent as possible.

Return Window: 14-Day Guarantee

• You have 14 days from the delivery date to return any item for any reason.

• Products must be unused, in original condition and packaging.

• Returns of used or opened items are not accepted due to hygiene standards.

How to Initiate a Return

• No need to contact us!

• Simply log in to your Prohair.ca account, visit your order history, and select the item(s) to return.

• Print the return label and ship it back to us.

Note: Returns must be shipped within Canada.

Who Pays Return Shipping?

• If you're returning an item for personal reasons, the return shipping cost is yours to cover.

• If we made a mistake (wrong item, damaged item, etc.), we’ll cover the full cost, including shipping.

Non-Returnable Items Due to hygiene and safety reasons, we cannot accept returns on:

• Hair extensions

• Shavers, clippers & clipper blades

• Used shears or skin-contact tools

Gifts, Promotions & Freebies

• Items received as part of a promotion must be returned with the original order.

• Free promotional items cannot be returned alone.

Refunds

• All refunds go back to the original payment method.

• Please allow 5–7 business days after we receive your return to process the refund.

• Shipping fees are only refunded if the return is due to an error on our end.

In-Store Purchases

• Items bought in-store must be returned to a physical location — not by mail.

• Return with your receipt within 14 days for a full refund.

• No receipt? We'll offer store credit at the item's lowest sale price within the past 30 days.

Need Help?

• Visit our Returns & Exchanges page.

Pro tip: Keep your return tracking number — we can’t process a return without proof of delivery!

Infographic suggestions to go with this text on your Returns page:

1. Timeline Bar: Showing "Order Received → 14 Days → Return Deadline"

2. 3-Step Return Process: (1) Log in → (2) Click return → (3) Ship it back

3. Who Pays What: Side-by-side chart ("Your Choice" vs "Our Mistake")

4. Checklist Visual: What’s accepted: New, Sealed — What’s not: Used, Opened

5. Refund Clock: 5–7 Days to Process