Refund policy
Cancellations and refunds
14 days to change your mind. Sealed items only. Refunds within 14 days of receiving the goods back.
What we can accept
- Unused and unopened, with the seal intact
- In its original packaging
- Requested within 14 days of delivery
What we cannot accept
- Any jar whose seal has been broken, for health and hygiene reasons
- Any item not returned in its original condition
- Requests made more than 14 days after delivery
The hygiene exception is provided for under regulation 28 of the Consumer Contracts Regulations 2013. It never applies to a faulty, damaged or incorrect item.
How to start a return
- Email hello@rylohair.com with your order number and tell us you wish to cancel.
- We reply within 24 hours with return instructions.
- Send the item back within 14 days of telling us.
- We refund within 14 days of receiving it, or of proof that you sent it, whichever comes first.
You may also use the model cancellation form set out in the Consumer Contracts Regulations 2013, but you are not required to.
Faulty, damaged or incorrect items
Email us with your order number and a photograph. We replace it or refund it in full, delivery charge included, at no cost to you. Under the Consumer Rights Act 2015 you may reject faulty goods within 30 days of delivery, and ask for a repair, replacement or price reduction after that.
Who pays the return postage
- You changed your mind: you pay
- Faulty, damaged or wrong item: we pay
Refunds
Issued to the original payment method. Your bank may take a few further working days to show it. If you chose a delivery option more expensive than our standard one, we refund the standard cost.
What RYLO is
A cosmetic scalp and hair concealer. It covers thinning areas. It is not a hair-growth product and not a medical treatment. Results vary with hair type and coverage.
Contact
hello@rylohair.com, answered within 24 hours, Monday to Friday.