Refund policy
Last updated: July 30th 2024
At Clessenza Beauty Store, we want you to be satisfied with your purchase. If you receive an incorrect, damaged, defective, or eligible unopened product, we are happy to assist you with a return, exchange, or refund in accordance with the conditions below.
Please read this policy carefully before placing your order.
1. Return Window
Eligible products may be returned within 14 calendar days of the delivery date.
To qualify for a return:
- The item must be unused and in its original condition.
- The product must be in its original, unopened packaging where applicable.
- All original tags, labels, accessories, and packaging must be included.
- The product must not show signs of use, wear, washing, installation, alteration, or damage caused after delivery.
- You must provide your order number or other valid proof of purchase.
Returns that do not meet these conditions may be refused.
For online purchases, Clessenza Beauty Store's return policy does not limit any rights or remedies that may apply under applicable consumer-protection legislation.
2. Products Eligible for Return
General Merchandise
The following products may generally be eligible for return within 30 days if unused, unopened, and in original condition:
- Hair accessories and tools
- Manicure and pedicure tools
- Unopened beauty accessories
- Unopened household accessories
- Certain home décor products
- Certain bedding and textile products, provided they have not been used, washed, or unpackaged beyond what is reasonably necessary for inspection
For hygiene reasons, bedding products should remain unused, unwashed, and free from odors, stains, pet hair, or other signs of use.
Wigs & Human Hair Products
Wigs and human hair products may be returned only if they are unused and unaltered.
For a wig to qualify:
- The wig must not have been worn.
- Lace must not have been cut, bleached, tinted, plucked, glued, or otherwise altered.
- Hair must not have been washed, curled, straightened, dyed, or chemically treated.
- Tags and protective materials must remain attached where applicable.
- There must be no makeup, perfume, hair products, smoke, odors, or other signs of use.
Once a wig or hair extension has been worn, installed, altered, or customized, it is considered final sale and cannot be returned for a change of mind.
This restriction is intended to protect the hygiene and quality of hair products for all customers.
Beauty, Skincare, Haircare & Cosmetics
For hygiene and safety reasons, beauty and personal-care products are returnable only when they are completely unopened and unused, with the original factory seal intact where applicable.
This includes:
- Shampoos
- Conditioners
- Hair gels and styling products
- Hair oils and treatments
- Skincare products
- Face creams
- Soaps
- Makeup
- Fragrances
- Personal-care products
Opened, used, tested, or unsealed beauty and personal-care products are not eligible for return due to hygiene and safety considerations.
Health Canada notes that cosmetics can present safety concerns when contaminated or improperly handled, which is why unopened-product restrictions are appropriate for these categories.
3. Food Products
For food-safety reasons, food products are generally final sale and cannot be returned for a change of mind.
This includes:
- Spices and seasonings
- Marinades and sauces
- Chocolate and confectionery
- Pantry products
- Grains and dry food products
- Other edible products
However, please contact us if your food product:
- Arrived damaged
- Arrived leaking or improperly sealed
- Was incorrect
- Appears to have been damaged during shipping
- Has a significant product-quality issue
We will review the situation and determine an appropriate resolution.
4. Damaged or Defective Products
If your order arrives damaged, defective, or materially different from what you ordered, please contact us within 7 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the shipping package and label when the damage appears to have occurred during shipping
Depending on the circumstances, we may offer:
- A replacement
- A replacement part where appropriate
- Store credit
- A partial refund
- A full refund
- Another appropriate resolution
Defective products are treated differently from ordinary change-of-mind returns. Canadian consumer guidance recognizes that defective products may require repair, replacement, or refund depending on the circumstances and applicable law.
5. Incorrect Product
If you receive an item that is different from what you ordered, please contact us within 7 days of delivery.
If the error is confirmed to be ours, we will provide instructions for returning the incorrect item and, where appropriate, send the correct product or issue a refund.
Please do not return an incorrect item without first contacting us.
6. Change-of-Mind Returns
If you simply change your mind about an eligible product, the item must satisfy all return conditions in this policy.
Unless the return is due to an error, defect, or damage attributable to Clessenza Beauty Store, the customer is responsible for the return shipping cost.
Original shipping charges are generally non-refundable for change-of-mind returns.
7. Return Authorization
All returns require prior approval from Clessenza Beauty Store.
To request a return, contact us through the contact information provided on our website and include:
Subject: Return Request – Order #[Your Order Number]
Please include:
- Full name
- Order number
- Product name
- Reason for return
- Photos, if applicable
We will review your request and provide return instructions if the product qualifies.
Do not ship a return to the address shown on your package or to our business address without receiving return instructions from us first.
8. Return Shipping
Customer Responsibility
For eligible change-of-mind returns, the customer is responsible for:
- Return shipping costs
- Proper packaging
- Ensuring the returned item reaches us safely
We strongly recommend using a tracked shipping service and keeping proof of shipment.
Clessenza Beauty Store is not responsible for a return package that is lost or damaged while being shipped back by the customer.
Clessenza Beauty Store Responsibility
When an item is confirmed to have been:
- Shipped incorrectly by us
- Defective
- Damaged before delivery due to packaging or fulfillment
- Significantly different from the product ordered
we may provide a return shipping solution or reimburse reasonable return shipping costs, depending on the circumstances.
9. Return Inspection
Once we receive your return, the product will be inspected to verify that it meets the conditions of this policy.
A refund may be refused if the returned item:
- Has been used
- Has been worn
- Has been washed
- Has been altered
- Has been installed
- Has been opened when the product must remain sealed
- Has missing components
- Has missing tags or packaging
- Has makeup, perfume, hair products, odors, stains, or other signs of use
- Has been damaged after delivery
- Is returned outside the applicable return period
10. Refunds
Once your return has been approved, the refund will normally be issued to the original payment method.
Please allow reasonable processing time for the refund to appear on your account after it has been issued. The time required for the funds to appear can vary depending on your payment provider or financial institution.
Where applicable, refunds will be handled in accordance with the requirements of applicable consumer-protection legislation.
11. Store Credit
In certain situations, Clessenza Beauty Store may offer store credit instead of a monetary refund, particularly where the customer prefers store credit or where a product-specific promotion provides for store credit.
Store credit may be subject to the terms communicated at the time it is issued.
12. Exchanges
We may offer an exchange for an eligible product depending on inventory availability.
If the requested replacement is unavailable, we may offer another appropriate resolution, such as a refund or store credit.
For hygiene-sensitive products such as wigs, hair extensions, cosmetics, skincare, and personal-care products, the original item must remain completely unused and unopened to qualify for an exchange.
13. Sale & Promotional Items
Unless otherwise stated on the product page or at checkout, sale and promotional products may be subject to additional return restrictions.
Final Sale products are not eligible for return or exchange for change-of-mind reasons.
However, final-sale status does not remove any rights or remedies that may apply to defective, incorrectly supplied, or otherwise legally protected purchases.
14. Non-Returnable / Final-Sale Products
For Clessenza Beauty Store, the following categories are recommended as non-returnable for change-of-mind reasons:
🚫 Food Products
All edible food products and beverages.
🚫 Opened Beauty & Personal-Care Products
Including opened:
- Skincare
- Makeup
- Haircare
- Shampoos
- Conditioners
- Hair gels
- Hair oils
- Soaps
- Fragrances
- Personal-care products
🚫 Used or Altered Wigs & Hair
Including wigs or hair that have been:
- Worn
- Installed
- Cut
- Plucked
- Bleached
- Dyed
- Washed
- Styled
- Chemically treated
- Altered in any way
🚫 Used Bedding & Textiles
Bedding that has been:
- Washed
- Used
- Slept on
- Stained
- Damaged
- Exposed to smoke, perfume, pets, or other odors
🚫 Personalized or Customized Products
Products specifically customized or modified at the customer's request.
🚫 Products Marked "Final Sale"
Any product clearly identified as Final Sale at the time of purchase.
These exclusions are intended to protect product hygiene and quality. Canadian consumer guidance also recognizes that retailers commonly place restrictions on certain personal goods and products, provided the applicable policy is clearly communicated.
15. Products We Recommend Making Returnable
For a customer-friendly policy, we recommend allowing returns for the following when unused and unopened:
| Product Category | Returnable? | Conditions |
|---|---|---|
| Wigs | ✅ Yes | Unworn, lace intact, unaltered |
| Human Hair Extensions | ✅ Yes | Unused, uninstalled, unaltered |
| Braiding Hair | ✅ Yes | Unopened/unused |
| Hair Tools & Accessories | ✅ Yes | Unused and original packaging |
| Bedding Sets | ✅ Yes | Unused, unwashed, original packaging |
| Curtains & Home Décor | ✅ Yes | Unused and undamaged |
| Makeup | ⚠️ Unopened only | Factory seal intact |
| Skincare | ⚠️ Unopened only | Factory seal intact |
| Haircare | ⚠️ Unopened only | Unused and sealed |
| Fragrances | ⚠️ Unopened only | Original packaging/seal |
| Soaps | ⚠️ Unopened only | Original packaging |
| Manicure/Pedicure Tools | ✅ Yes | Unused and sanitary |
| Food Products | ❌ No | Except damaged/incorrect/quality issue |
| Liquid Laundry Products | ❌ Recommended final sale | Except damaged/incorrect/leaking |
| Personalized Products | ❌ No | Unless defective or incorrect |
| Final-Sale Products | ❌ No | Except where legally required |
16. Refused or Unclaimed Packages
If a customer refuses delivery or intentionally leaves a package unclaimed, this does not automatically constitute a return request.
If the package is returned to Clessenza Beauty Store, we will contact the customer regarding the available options.
Additional shipping or return costs may apply where the package was returned because of an incorrect address, refusal of delivery, or failure to collect the shipment.
17. International Returns
Customers outside Canada are responsible for complying with applicable customs requirements when returning merchandise.
Customers may also be responsible for international return shipping costs, customs charges, duties, taxes, and other fees associated with returning an eligible product unless the return is due to an error, defect, or damage attributable to Clessenza Beauty Store.
18. Important Consumer Rights
This policy is intended to explain Clessenza Beauty Store's voluntary return procedures. It does not exclude or restrict rights that cannot legally be excluded under applicable federal, provincial, or territorial consumer-protection legislation.
Certain online-sale contracts may be subject to specific cancellation and refund requirements depending on the applicable jurisdiction and circumstances.
19. Contact Us
If you have questions about a return, refund, exchange, damaged product, or defective item, please contact Clessenza Beauty Store through our website.
When contacting us, please include your order number and a clear description of the issue so we can assist you as quickly as possible.
Clessenza Beauty Store reserves the right to update this policy when necessary. The version applicable to your purchase is the policy in effect at the time your order was placed, subject to applicable law.