Refund policy

Effective Date: October 27, 2025

Cancellations & Refunds Policy

At SalonSupplyUSA, we aim to provide a smooth and transparent shopping experience. You can cancel your order any time before it ships, completely free of charge (exceptions apply for custom or made-to-order items — see details below).

If you have any questions, please contact us at support@salonsupplyusa.com or call (551) 233-5102.

Cancellations (Before Order Ships)
If you need to cancel an order, please contact us as soon as possible so we can process a full refund before your order leaves the warehouse. You can reach our team during business hours (Mon–Sat, 9:00 a.m.–11:30 p.m. EST) through our chat (bottom-right corner) or by emailing support@salonsupplyusa.com.

Custom or Made-to-Order Products
Custom or made-to-order products are prepared specifically for your request and therefore cannot be cancelled or refunded once production has begun. These products are built to your chosen specifications, and your warranty ensures that you will receive a fully functional and operational item. If you are unsure whether your item is custom or made-to-order, please contact us before purchasing. All sales are final for custom and made-to-order products.

Refunds and Returns
If you need to exchange a product, please reach out to us — exchanges are available for eligible items. Customers are responsible for shipping costs associated with returns or exchanges.

Please note that not all items are eligible for return once shipped. Because we source products directly from manufacturers, returns depend on each manufacturer’s policy. Some may not accept returns after shipment. Please contact us for brand-specific return information.

Due to high freight shipping costs, any non-defective returns may incur a 25% restocking fee plus return shipping costs. If you choose to exchange your product, we may be able to reduce some of these costs depending on the brand and item.

Customers have 30 days from the date of delivery to initiate a return unless otherwise stated on the specific product page. If a product page specifies a different return policy, that policy will take precedence.

Shipping Times
We always strive to process and deliver your order as quickly as possible. Estimated shipping times shown on product pages are provided by our suppliers and shipping partners. These estimates may vary due to supply chain or transportation delays.

While we work closely with our partners to minimize delays, some factors — such as manufacturer backlogs, freight availability, or high seasonal demand — are outside of our control. We appreciate your patience and understanding.

Customer Acknowledgements
By completing a purchase with SalonSupplyUSA, you acknowledge and agree to the following:
- You will inspect all packages upon delivery and report any damage within 24 hours of receipt by emailing support@salonsupplyusa.com with photos and details.
- You are responsible for return and replacement shipping costs in case of exchanges or refunds.
- Returned products must be unopened and unused. Additional restocking fees may apply.
- Orders that have already shipped cannot receive a full refund.
- Estimated shipping times are not guaranteed and may change due to external factors beyond our control.
- Chargebacks for shipment delays or manufacturer lead times are not supported, as these timelines are dependent on external suppliers.

Damages
Please inspect your items upon arrival. If you notice visible damage, note it during delivery and notify us immediately. Send photos or videos showing the product, packaging, and SKU label to support@salonsupplyusa.com within 24 hours of receipt. We will assist you with filing a damage claim with the carrier or manufacturer. Claims submitted after 24 hours may not be eligible for replacement.

Warranty
Warranty coverage varies by manufacturer. Please review the warranty details on the individual product page. Warranty claims cover manufacturing defects only and do not apply to wear and tear or damage caused by misuse. Items damaged upon arrival must be reported within 30 days to qualify for warranty assistance.

Returns
Unless otherwise stated on a product page, customers are responsible for return shipping costs or any additional reconsignment fees due to incorrect shipping information or order refusal.

Most of our products include warranty protection that guarantees you will receive a fully functional item. For detailed warranty or return terms, please refer to each product’s individual page.

BOGO Promotions
For “Buy One, Get One” promotions, both items must be returned together for a full refund. If only one item from a BOGO promotion is returned, a replacement or store credit may be issued for the value of that item (based on its standalone price). Customers are responsible for shipping and potential restocking fees on returned promotional items.

Chargebacks
If you encounter an issue with your order, please contact our support team first. We are committed to resolving any concerns quickly and fairly. Filing chargebacks for issues that can be addressed through our support process may delay resolution. Please reach out to us directly — we are always happy to help.

Refund Processing Time

Once your return is received and inspected, refunds are processed within 5–10 business days.
Refunds are issued to the original payment method used at checkout.
Please note that it may take additional time for your bank or card issuer to post the refund.

Contact Information
Questions about this policy can be sent to us using the contact information below:

Business Name: SalonSupplyUSA
Email: support@salonsupplyusa.com
Phone Number: (551) 233-5102
Customer Service Hours: Mon–Sat, 9 a.m.–11:30 p.m. EST