Returns
DefineCurls Returns & Refunds Policy
Last updated: 02/09/2026
We want you to love what you buy from us. If something isn't right, we've made returns as easy as we possibly can.
There are two ways to return, depending on whether you've opened the product.
| 30-Day Easy Returns | 60-Day Curl Confidence Promise | |
|---|---|---|
| For | Unopened products you've changed your mind about | Products you've actually used that turned out not to suit your curls |
| Time limit | 30 days from delivery | 60 days from delivery |
| Condition | Sealed and unused | Used is fine |
| Applies to | Any product | Curl Cream subscriptions, Complete Kits and Giftboxes only |
| Return postage | We pay | We pay |
30-Day Easy Returns
Changed your mind? If you haven't opened the product, you can return it within 30 days of delivery for a full refund.
To qualify, the product needs to be sealed and in resalable condition:
- Hairbrush seal unbroken
- Bonnet bag unopened
- Giftbox seal unbroken
- All other products sealed and unopened
We may ask for a quick photo showing the product is still sealed. That's all we need — no forms, no explanations required.
Please note: once a product has been opened or used, it's no longer eligible for a 30-day change-of-mind return. If it's a Curl Cream subscription, Complete Kit or Giftbox, our 60-Day Curl Confidence Promise covers you instead.
60-Day Curl Confidence Promise
Curls are personal, and no two heads of hair behave the same way. So for our Curl Cream subscriptions, Complete Kits and Giftboxes, we want you to try the products properly before you decide.
Use them for up to 60 days. If they're not right for your curls, get in touch and we'll refund you.
Who's eligible
- Curl Cream subscriptions: you'll be eligible once your first renewal payment has gone through — in other words, from your second tub onwards.
- Complete Kits and Giftboxes: 60 days from the date your order was delivered.
What we'll ask for
- Your order number
- A short note on what didn't work for you
- A photo or video showing your experience with the product
What you'll send back
- Curl Cream subscription: just the empty tub.
- Kits and Giftboxes: we'll tell you what to return when we review your claim. Often it's only part of the set — we'll confirm before you post anything.
We cover the return postage either way.
This promise is available once per customer per product line. It's designed for genuine "this isn't right for my hair" situations rather than repeat returns of the same product.
Faulty, damaged, incorrect or missing items
If something arrives wrong, this is on us and neither time limit above applies in the usual way — just contact us as soon as you notice.
| Issue | What we need |
|---|---|
| Faulty or damaged | A photo or video showing the problem |
| Wrong item sent | A photo of what you received |
| Item missing from your order | Nothing — just tell us what's missing |
Please report damaged or incorrect items within 30 days of delivery so we can investigate with our courier.
How your refund works
We refund first and sort out the return afterwards. Here's the order things happen in:
- You send us your photo or video.
- We issue your refund straight away.
- We email you a prepaid return label.
- You post the item back to us.
When we approve your return, you can choose:
- A full refund to your original payment method. We process this immediately, though your bank may take 3–5 business days to show it.
- 110% of what you paid as DefineCurls store credit, available to spend instantly.
The store credit is entirely optional. The standard full refund is always available and you never have to take credit instead.
One thing we ask: because we refund you before the item comes back, please post your return within 14 days of receiving your label. If it doesn't reach us and we haven't heard from you, we may reverse the refund or charge for the item. Store credit may be adjusted in the same way.
What isn't covered
- Products returned outside the time limits above
- Opened or used products that aren't part of a Curl Cream subscription, Complete Kit or Giftbox
- Products damaged after delivery through accident or misuse
- Repeated claims that fall outside the spirit of these promises — we review unusual or repeated claims individually before approving them
Starting a return
Email support@definecurls.com. We aim to respond within 24 hours.
Your statutory rights are not affected by this policy.