Refund policy
Return & Refund Policy
Effective Date: January 1, 2026
Welcome to On The Grow Hair Retention Solutions. We value our customers and take pride in creating clean, high-quality hair care products designed to support healthy hair retention and overall hair wellness. Please carefully review our Return & Refund Policy before making a purchase.
All Sales Are Final
Due to the hygienic and personal nature of cosmetic and hair care products, all sales are final and we do not accept returns or exchanges once an order has been delivered.
This policy is in place to protect the safety, integrity, and quality of our products for every customer.
Damaged, Defective, or Incorrect Orders
If your order arrives:
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Damaged during transit
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Defective
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Leaking
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Incorrect due to fulfillment error
you may qualify for a replacement or full refund.
To Submit a Claim
Customers must contact us within 3 business days of confirmed delivery by emailing:
[Insert Support Email]
Please include:
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Your full name
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Order number
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Clear photos of:
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The product(s)
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Packaging
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Shipping label
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Any damage or defects
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A brief explanation of the issue
Failure to provide sufficient proof within the required timeframe may result in denial of the claim.
Claim Review Process
All claims are reviewed individually by the On The Grow support team.
We reserve the right to:
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Deny claims that appear fraudulent, abusive, or inconsistent
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Request additional information before issuing a resolution
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Limit or refuse service to customers with excessive refund requests or suspicious activity
Approved claims may result in:
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A replacement product
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Store credit
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A full refund to the original payment method
Refund processing times may vary depending on your financial institution.
Non-Refundable Situations
Refunds or replacements will not be issued for:
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Products used beyond reasonable testing
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Allergic reactions or sensitivities
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Personal dissatisfaction with scent, texture, or results
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Improper product storage or misuse
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Orders shipped to incorrectly entered addresses
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Delays caused by carriers
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Packages marked as delivered by the shipping provider
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Minor packaging imperfections that do not affect product performance
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Hair results that vary from person to person
Because hair types, routines, genetics, lifestyles, and product usage vary by individual, On The Grow does not guarantee identical results for every customer.
Product Safety & Customer Responsibility
Customers are encouraged to:
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Review all ingredients before use
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Perform a patch test before full application
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Discontinue use if irritation occurs
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Consult a licensed physician or dermatologist regarding concerns about scalp or skin sensitivities
By purchasing from On The Grow, customers acknowledge responsibility for ensuring products are suitable for their personal use.
On The Grow Hair Retention Solutions is not liable for adverse reactions resulting from ingredient sensitivities, misuse, or failure to follow product instructions.
Shipping Issues
Lost or Stolen Packages
Once an order has been transferred to the shipping carrier, On The Grow is not responsible for:
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Lost packages
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Stolen packages
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Delayed deliveries
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Carrier-related issues
Customers should contact the shipping carrier directly to file any necessary claims.
Fraud Prevention
To protect our business and customers, On The Grow reserves the right to:
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Refuse refunds suspected of abuse or fraud
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Cancel suspicious orders
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Limit future purchases from customers violating our policies
Chargebacks filed without first contacting our support team may result in permanent restriction from future purchases.
Policy Updates
On The Grow reserves the right to modify or update this Return & Refund Policy at any time without prior notice. Continued use of our website and services constitutes agreement to the most current version of this policy.
Contact Us
For all support inquiries, please contact:
On The Grow Hair Retention Solutions
Email: hello@getonthegrow.com
Business Hours: Monday–Friday, 9 AM – 5 PM EST
Grow it. Keep it.