Refund policy

Below is a polished Shipping & Returns Policy for FILAMENT SCIENCES INCORPORATED (hereafter “we,” “us,” or the “Company”) effective as of January 1, 2025.

Shipping Policy

1. Domestic Shipping (United States)

• We offer standard ground shipping for contiguous U.S. addresses.
• Orders placed by 2:00 pm PST on business days are typically processed within 1–2 business days (Monday–Friday, excluding holidays).
• Shipping transit time once your order ships is generally 2–5 business days depending on your location. Please use the tracking information provided on your order to determine the status and location of your shipment.
• Free standard shipping is provided for all U.S. orders over $50 before taxes or other fees.
• For orders below the threshold, shipping costs are calculated at checkout.

2. Order Tracking & Notifications

• Once your order ships, you will receive a shipping confirmation email with tracking information.
• If you do not receive a confirmation within 48 hours after your payment is processed, please contact us at ideas@filamentsciences.com.

3. Shipping Restrictions & Important Notes

• We currently ship only to physical street addresses in the U.S.; PO Boxes, APO/FPO addresses, or U.S. territories may be excluded or incur additional charges (please contact us if applicable).
• If you receive a damaged or incorrect item, please contact us immediately so we can resolve the issue.

Returns & Refunds Policy

1. Return Window & Eligibility

• For purchases made directly on our website (filamentsciences.com) by U.S. customers, we offer a return window of 30 days from the date of delivery for a full refund of the product purchase price. You must provide proof of purchase receipt, and this policy does not apply to products you may have purchased at one of our salon professional retail partners.
• We do not accept returns after 30 days from delivery of item.
• Products purchased from third-party retailers (not via filamentsciences.com) must be returned through the original retailer’s return process.

2. Condition of Product for Return
To be eligible for a refund or credit:

• The product must be unused and essentially in “new, saleable condition.”
• The product must be returned in its original packaging, including any tamper-evident seals, outer box, labels, accessories or freebies that came with it.
• If the product is opened, used, damaged (by the customer), or missing parts, we reserve the right to refuse the return or reduce the refund accordingly.

3. Return Shipping, Fees & Who Pays

• Return shipping cost for a voluntarily returned (non-defective) item will be the responsibility of the customer unless otherwise agreed in advance by us. Original shipping costs are not refunded.
• We may choose to provide a prepaid return label at our discretion (for example for defective items or special promotions).
• A processing/restocking fee may apply for non-defective returns (e.g., for repackaging or quality check). If applied, we will clearly state such a fee in the return authorization.
• If the return is due to our error (wrong item shipped, damaged on arrival, defective product), we will cover both outbound shipping and return shipping (i.e., you will not be charged return shipping or fees).

4. How to Initiate a Return

Follow these steps:

1. Email our Customer Service team at ideas@filamentsciences.com to initiate a return and discussion.
2. Provide your order number, item(s) you wish to return, and the reason for return.
3. We will review your request and provide you with return authorization instructions (including whether you should ship back via a prepaid label or at your cost).
4. Pack the product securely in its original or appropriate packaging.
5. Ship the item(s) back to the address indicated via the return authorization email, and keep your tracking number.
6. Once we receive and inspect the returned item(s), we will issue your refund or credit within 5 business days.

5. Refunds & Credits

• If eligible, we will refund the product purchase price to your original payment method excluding original shipping charges, unless the return is due to our error.
• We will send you an email when your refund or credit has been issued.
• It may take additional time for the credit to appear on your banking or payment statement, depending on your financial institution.

6. Defective or Damaged Products

• If you receive a product that is defective, damaged in transit, or otherwise not as intended, please contact us within 3 days of delivery with photos and order details.
• In these cases, we will arrange for return shipping at no cost to you, expedite the review, and either issue a replacement or full refund at our discretion.

7. Non-Returnable Items & Final Sale

• Products marked as “Final Sale” at checkout cannot be returned or exchanged unless defective.
• Opened, used, or visibly altered products may also be deemed ineligible for a refund or may incur deductions at our discretion.
• Subscription items, promotional gift items, or bundled sets may have separate return conditions (we will clearly note them at the time of sale).

8. Exchanges

• We do not offer exchanges on products. Should a product arrive damaged to you per the above, we will gladly replace it at our cost.

Contact Us

If you have questions about shipping, returns or exchanges, please email ideas@filamentsciences.com. Thank you for choosing FILAMENT SCIENCES INCORPORATED and we hope you have a wonderful hair day!

Note: This policy is for U.S. customers only. FILAMENT SCIENCES does not ship product internationally outside the U.S.