Returns & Claims — Professional Accounts

All professional and wholesale orders are final sale.

Our products are professional cosmetic formulations. Once they leave our fulfilment centre we can no longer guarantee how they've been stored or handled, which means we can't put them back into stock and send them to another clinic. For that reason we don't accept returns for over-ordering, a change of plans, or product that hasn't sold through as quickly as expected. Please order with that in mind — if you're unsure about quantities for a new account, start with a smaller order or contact us at info@halina-andre.com and we'll help you size it.

Opened, used, or unsealed product is never returnable, under any circumstances.

Damaged, defective, or incorrect items

If something is wrong with your order, that's on us and we'll make it right.

Please inspect every shipment on arrival and contact us within 5 business days of delivery if any item is damaged in transit, defective, incorrect, or missing from the shipment. Email info@halina-andre.com with your order number, the affected items, and clear photos of the product and the outer packaging. Photos are what let us sort it out quickly, and what we need for our carrier claim.

Claims made after 5 business days can't be accepted, so please don't leave a delivery unopened in the back room.

Once we've reviewed your claim, we'll send a replacement at no charge or credit your account for the affected items, including any shipping charged on them. In most cases we won't need the product back — if we do, we'll send a prepaid return label. There is no restocking fee on a valid claim.

Product quality concerns

If you have a concern about the quality or performance of a product that isn't visible on delivery — an unusual texture, separation, or scent, for example — contact us at info@halina-andre.com with the product name, lot number, and a description of what you're seeing. We take these seriously and will review each one individually. Product that has simply been opened and used in treatment does not qualify for return or credit.

How credits are issued

Approved claims are credited to your account or refunded to the original payment method within 10 business days of approval. Please allow additional time for your bank or card issuer to post the refund.

Retail customers

If you're a consumer who purchased a Halina André product from a spa, clinic, or retailer, your purchase is covered by that seller's return policy. Purchases made directly at halina-andre.com are covered by our consumer returns policy at halina-andre.com/policies/refund-policy.

Questions about any of this? Email us at info@halina-andre.com with your account details.