Refund & Return Policy

1. Return Window

• You can request a return or exchange within 14 days of receiving your order.
• Items must be unused, unopened, and in their original packaging with proof of purchase.

2. How to Request a Return

• Email privacy@gothickly.com with your order number and the reason for return.
• Returns require pre-approval from our support team.
• We’ll provide the correct return address (UAE or KSA warehouse) based on your location.

3. Damaged or Wrong Items

• Please inspect your order immediately upon delivery.
• If your item is damaged, defective, or incorrect, contact us within 7 days for a free replacement.
• You may be asked to provide photos to help us resolve the issue quickly.

4. Refund Process

• Once we receive and inspect your return, we’ll confirm approval by email.
• Approved refunds are processed to your original payment method within 5–10 business days.
• Refund times may vary depending on your bank or payment provider.

5. Non-Refundable Items

Some items are not eligible for returns or refunds:

• Used or opened products.
• Gift cards, free promotional items, or BOGO (Buy One Get One) offers.
• Shipping fees and customs duties.
• Orders returned without prior approval.

6. Change of Mind or Wrong Item Ordered

• If your order has not shipped, you can cancel within 3 hours of purchase for a full refund.
• If it has shipped, you may return it at your own expense as long as it’s unopened.

7. Product Results Guarantee

We stand behind our formulas and recommend 120 days of consistent use to see full results.

• If you don’t see results, contact us with progress photos at 30, 60, and 120 days for a full refund or replacement.

8. Address Errors

• We rely on the shipping address entered at checkout.
• If a package is returned due to an incorrect address, we can reship (additional shipping fees apply) or refund the order.

9. Discomfort or Reactions

• While rare, mild scalp irritation or oiliness may occur, especially if combined with other products.
• If discomfort continues, contact us to arrange a return of any unused bottles for a refund.

10. International Orders

• Orders outside the UAE and KSA may be subject to customs duties and taxes, which are not refundable.
• Customers are responsible for return shipping fees for international returns.

11. Restocking Fees (Rare Cases)

• If your order falls outside our standard policy but a refund is approved, a 30% restocking fee may apply.