Return Policy
Purpose of this Policy
Purpose of this Policy
Am I eligible for a return?
Am I eligible for a return?
How do I return a product?
How do I return a product?
Who pays the return shipping costs?
Who pays the return shipping costs?
What should I do if my product is defective or does not conform to the order?
What should I do if my product is defective or does not conform to the order?
How can I submit a withdrawal request within the 14-day period provided for in the GTCs?
How can I submit a withdrawal request within the 14-day period provided for in the GTCs?
Need help?
Need help?
MTHV Sàrl (DROO Hair)
Route du Bout du Monde 7a
1206 Geneva, Switzerland
Email: hello@droohair.com
Website: www.droohair.com
Telephone: +41 79 524 64 06
Purpose of this Policy
This Return Policy explains, in practical terms, how to return a product ordered from www.droohair.com, whether because you have changed your mind (right of withdrawal) or because the product received is defective or does not conform to the order.
It supplements the DROO Hair General Terms and Conditions of Sale (“GTCs”), which remain the contractual document of reference. In the event of any conflict between this Return Policy and the GTCs, the GTCs shall prevail.
Am I eligible for a return?
Your product may be returned provided that the following conditions are met:
Time limit: Your return request must be submitted within 14 calendar days following receipt of your order.
Condition of the product: The packaging, bottle, jar or protective film of the product must still be sealed, unopened and unused. For hygiene reasons, an unsealed product can unfortunately no longer be returned or refunded, unless it is defective or does not conform to the order (see Article 5).
Original packaging: The product must be returned in its original packaging, in a condition that allows it to be resold.
How do I return a product?
Follow the steps below:
1. Contact us
Email hello@droohair.com, specifying:
your order number;
the product(s) concerned;
the reason for the return (change of mind or defect).
2. Receive the instructions
Our customer service team will provide you with the return address and, where applicable, a return slip to include with the parcel.
3. Carefully package the product
Where possible, use the original packaging and provide sufficient protective material to prevent damage during transportation.
4. Ship the parcel
Send the parcel to the address provided by our customer service team.
You should keep proof of shipment and, ideally, a tracking number.
5. Receipt and inspection
Upon receipt, we will inspect the condition of the returned product in accordance with the conditions set out in Article 2.
6. Refund
Once the inspection has been successfully completed, the refund will be processed within 7 to 10 business days, using the payment method used for the original purchase.
Initial shipping costs are not refunded.
Who pays the return shipping costs?
Situation
Return shipping costs
Return for convenience — change of mind, with no defect
To be borne by the Customer
Incorrect product — wrong product sent by mistake
To be borne by DROO Hair
Defective or non-conforming product
To be borne by DROO Hair
What should I do if my product is defective or does not conform to the order?
If the product received has a manufacturing defect or does not correspond to the product ordered, please proceed as follows.
1. Contact us
Email hello@droohair.com as soon as possible, ideally within 7 days of receipt.
If the defect is not immediately apparent, please contact us as soon as you discover it.
2. Provide photographs
Please attach clear photographs of the product and, where applicable, its packaging, showing the defect or non-conformity.
3. We will offer a solution
After reviewing your request, we will propose an appropriate solution, which may include:
replacement of the product; or
replacement of the product; or
refund.
For EU Customers, you benefit from a legal guarantee of conformity of at least two years from delivery. During the first year following delivery, you are not required to prove that the defect already existed at the time of delivery. You are not required to report the defect immediately for your legal guarantee to remain valid. You also have, under the conditions provided for by applicable law, the choice between repair and replacement, subject to the applicable legal limitations, before seeking a price reduction or termination of the contract. Further details regarding these rights are set out in Article 8 of the GTCs.
How can I submit a withdrawal request within the 14-day period provided for in the GTCs?
You may use the form below to notify us of your withdrawal.
Any other unambiguous statement expressing your decision to withdraw is also sufficient. An email may be used for this purpose.
To:
MTHV Sàrl (DROO Hair)
Route du Bout du Monde 7a
1206 Geneva, Switzerland
hello@droohair.com
Need help?
Our customer service team remains available to answer any questions regarding a return, exchange or refund.
DROO Hair — MTHV Sàrl
Route du Bout du Monde 7a
1206 Geneva, Switzerland
Email: hello@droohair.com
Telephone: +41 79 524 64 06
Website: www.droohair.com
