Refund policy

Return & Refund Policy

At CS THEORY we want you to be happy with what you bought. If something isn't right, we'll sort it out. Please read the section that applies to you.

If something went wrong on our end

If your order arrives damaged, defective, incorrect, or incomplete, we will replace it or refund it in full at no cost to you. You do not need to return anything.

Email info@cstheory.co within 7 days of delivery with:

  • Your order number
  • A short description of the problem
  • Photos of the product and packaging, where relevant

If your order never arrived

You do not need to chase the carrier. Contact us and we will.

  • US orders: if tracking has shown no movement for 10 business days, or the estimated delivery date has passed by more than 5 business days, contact us and we will send a free replacement or refund you.
  • International orders: the same applies after 21 days without movement.
  • Marked delivered but not received: tell us. If there is no photo or signature on file, we will replace or refund without asking you to prove a negative.

Claims for non-delivery should be raised within 30 days of the estimated delivery date.

If you changed your mind

We offer refunds within 15 days of the delivery date, provided that:

  • The product is unused and unopened
  • The product is in its original packaging and condition

For hygiene and safety reasons we cannot accept returns of opened or used hair products.

On change-of-mind returns, original shipping costs are not refunded and return postage is at your expense. Where the return is due to an error on our end, we cover everything.

Because our products are low value relative to postage, we will often tell you to keep the item rather than return it. That is at our discretion and does not affect your refund.

Cancelling an order

See our Cancellations policy. In short: we can cancel before the order is picked in our warehouse, usually within a few hours of you placing it. After that we cannot recall it, but you can still refund it under this policy.

What we cannot refund

  • Products that have been opened or used, except where damaged, defective or incorrect
  • Items damaged by misuse or improper handling
  • Requests made more than 15 days after delivery, other than the non-delivery cases above
  • Items bought from an unauthorised retailer or third-party seller
  • Items marked final sale at the time of purchase

Import duties and taxes

See our Shipping policy. If you are charged import VAT or duty on a CS THEORY order, send us the receipt and we will refund the charge.

How refunds are processed

Refunds go back to the original payment method. Allow 5-10 business days for the money to appear, depending on your bank or card issuer.

Exchanges

We do not offer direct exchanges. Request a refund if eligible and place a new order.

Unauthorised returns

Please contact us before sending anything back. Returns sent without prior approval may not be accepted.

Contact

Email info@cstheory.co with your order number and we will usually respond within 1-2 business days.