Return Policy

Love it or Return it Guarantee

We want you to be totally satisfied with your purchase. Please see our “Return It” policies below:

Items Purchased Online

Most items purchased on Prohair-shop.com may be returned to our Prohair-shop.com fulfillment center or to your local Prohair Store. In general, your return should meet these guidelines:

  • Items should be returned in original condition and in original packaging including any paperwork, manuals or accessories. Items that are returned defaced or damaged are not eligible for a refund or replacement.
  • In the case of receiving a damaged item(s) or shipping back damages, please contact Customer Service prior to taking any actions.
  • Credit will always be issued to the same method of payment for which they were paid for.
  • Shipping is refunded only if the item was shipped incorrectly, damaged, or defective.
  • Please include the packing list that came with your order in your return packaging or when you visit the store.

Exceptions to Regular Returns

Most items purchased on Prohair-shop.com can be returned for refund within 30 days of delivery to the Prohair-shop.com fulfillment center, or to your local Prohair store with a few exceptions:

    • Furniture and Salon Equipment:

      These items cannot be returned directly to the sallybeauty.com fulfillment center without prior authorization. Please call 1-800-444-7712 for more information on returning these items. Please note, a 20% restocking fee may be applied.

    • PayPal:

      Online orders where PayPal was used as the form of payment must be returned to the Prohair-shop.com fulfillment center and cannot be returned or exchanged at a Sally Beauty store.

    • Online Only:

      Items available online only must be returned to our fulfillment center and cannot be returned to a store.

    • Prohair Store Purchases:

      Merchandise purchased at a Prohair store cannot be returned to the Prohair-shop.com fulfillment center.

    • Due to health and hygiene concerns, we do not accept returns of following items: Hair Extensions, Shavers, Clippers, Clipper Blades and Other Blades or any other tools and implements designed to use in direct contact with skin.
    • Electrical Items and Shears:These may be returned to the Prohair-shop.com fulfillment center within 30 days of delivery, or to a Prohair store within 30 days of delivery. Please note, your packing list/receipt is needed for in-store returns.
    • Promotional and Free Items:Promotional items and free items must be returned with the merchandise it was offered with in order for a return to be processed. Promotional and free items are non-returnable by themselves.

Items Purchased In-Store

In general, we will happily accept returned merchandise purchased at any of our Canadian store locations regardless of which store actually sold the item(s). Items purchased in store cannot be returned by mail and sender will not be issued a credit or refund.

Except for exceptions stated below, you must have an original receipt dated within 30 days of purchase for a refund or exchange. All refunds will be made to the original for of payment.

After 30 days or without a receipt, you will be offered an in-store merchandise credit in the form of a Merchandise Return Gift Card, for the lowest selling price of the item(s) returned within the last 30 days before return. Any item without a receipt over $250.00 may be subject to prior approval before a refund is given.

Please note, due to health and hygiene concerns, we do not accept returns of following items: Hair Extensions, Shavers, Clippers, Clipper Blades and Other Blades or any other tools and implements designed to use in direct contact with skin.

Canada Return Policy

We want you to be totally satisfied with your purchase. For all returns, please call customer service at: 1(438) 523-4499 and we will be happy to assist you.

Returning Your Item:

Please check the warranty papers in your product  for information on an item under warranty.

Retain your tracking number as we will be unable to refund or replace your order without proof of delivery. Please allow 5-7 business days after your package has been delivered for return to be processed.

Merchandise shipped to the fulfillment center not purchased online cannot be returned to sender and sender will not be issued a refund or credit.