Return & Refund Policy

At Junoa Hair, we want you to feel confident and happy with every purchase. Each order is carefully prepared and packaged with care. However, if something isn't quite right, we're here to help.

Please read our return and refund policy below.

1. Your Right to Return

If you are purchasing as a consumer, you have the legal right to withdraw from your online purchase within 14 days without providing a reason, unless a statutory exception applies.

The 14-day withdrawal period begins the day after you, or a third party designated by you other than the carrier, receives the product.

To exercise your right of withdrawal, you must inform us of your decision within this period by sending a clear statement to janne@junoahair.nl You may also use the model withdrawal form provided at the end of this policy.

After notifying us of your withdrawal, you have an additional 14 days to return the product.

2. Return Conditions

We kindly ask you to handle your Junoa products with care.

You may unpack and inspect your products as you would reasonably be able to in a physical store. Products should be returned carefully packaged, preferably in their original packaging, to help prevent damage during transport.

You are only responsible for any decrease in value resulting from handling the products beyond what is necessary to establish their nature, characteristics and functioning.

Marble Bottles

Our Forever Bottles are made from real natural marble. Each bottle is unique, with individual patterns, veins and colour variations.

These natural characteristics are part of the beauty of genuine marble and do not, by themselves, constitute a defect.

Marble bottles may be returned within the statutory withdrawal period, subject to the conditions explained in this policy.

Shampoo Refills

For hygiene and health protection reasons, shampoo refills supplied with a hygiene seal cannot be returned under the statutory right of withdrawal once that seal has been broken, where the statutory hygiene exception applies.

To remain eligible for a standard return, the original hygiene seal of the shampoo pouch must remain completely intact.

If the hygiene seal has been broken, we cannot accept the shampoo refill as a standard withdrawal return.

This restriction does not affect your statutory rights if your product is defective, damaged or otherwise does not conform to the purchase agreement.

Forever Refill Sets

Our Forever Refill Sets include a reusable marble bottle and a shampoo refill.

If you wish to return a complete set under the right of withdrawal, the shampoo pouch must have its original hygiene seal intact to qualify for the return of that component.

If the hygiene seal has been broken, the statutory hygiene exception may apply to the shampoo component. Your statutory rights concerning the marble bottle remain unaffected.

Please contact us so we can explain the return arrangements for your particular order.

3. How to Request a Return

To request a return, please contact us at:

janne@junoahair.nl

Include the following information where available:

• Your order number

• Your name

• The product(s) you wish to return

• A clear statement that you wish to withdraw from your purchase

You do not need to provide a reason for exercising your statutory right of withdrawal.

We will provide you with the relevant return instructions and return address.

You may also exercise your right of withdrawal through any legally required online withdrawal function made available on our website.

4. Return Shipping Costs

For standard returns under the right of withdrawal, the direct cost of returning the products is the responsibility of the customer.

Return shipping costs depend on the shipping carrier and service selected.

We recommend using a tracked shipping service and securely packaging your products, especially our natural marble bottles, to help prevent damage during transit.

Please keep your proof of shipment until your return has been processed.

If your product is defective, damaged upon arrival or incorrectly delivered, you will not be required to pay return shipping costs where we are legally responsible for providing a remedy.

5. Refunds

If you validly exercise your right of withdrawal, we will refund the payments due to you under applicable consumer law within 14 days of receiving your withdrawal notification.

We may withhold the refund until we have received the returned products or until you have provided evidence of having sent them back, whichever occurs first.

Refunds will be issued using the same payment method used for the original purchase, unless you expressly agree otherwise. No additional fees will be charged for the refund.

If you withdraw from your entire order, we will also refund the original standard delivery costs, if applicable. Additional costs resulting from your choice of a more expensive delivery method are not refundable.

If you return only part of your order, the original delivery costs generally do not have to be refunded.

Any legally permitted deduction for a decrease in product value caused by unnecessary handling may be applied.

6. Damaged, Defective or Incorrect Products

We carefully package every Junoa order to help protect your products during shipping.

If your order arrives damaged, defective or incorrect, please contact us immediately at janne@junoahair.nl

Where possible, include:

• Your order number

• A description of the issue

• Clear photographs of the product and any damage

• Photographs of the packaging, if relevant

We will review the issue and help arrange an appropriate solution in accordance with your statutory consumer rights.

Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

Your statutory rights remain valid regardless of whether the standard 14-day withdrawal period has expired.

7. Exchanges

Would you prefer a different colour or product? We're happy to help you explore an exchange.

Please contact us at janne@junoahair.nl  within 14 days of receiving your order to request an exchange.

Exchanges are subject to product availability and the applicable return conditions.

For voluntary exchanges of products that are not defective, customers are responsible for the direct return shipping costs. Any additional shipping costs for sending the replacement product will be communicated before the exchange is confirmed.

For shampoo refills, the original hygiene seal must remain intact where the statutory hygiene exception applies.

This voluntary exchange service does not limit your statutory right of withdrawal or your rights in relation to defective products.

8. Subscription Orders

Products purchased through a Junoa Hair subscription are also subject to the applicable statutory consumer rights.

If you wish to return an eligible subscription delivery, please follow the return procedure described above.

Please note that returning a subscription delivery does not automatically cancel your ongoing subscription. Future subscription deliveries can be managed separately through your customer account.

You can manage, pause, skip or cancel your subscription according to the applicable subscription terms.

9. Contact Information

If you have any questions about returns, refunds or exchanges, please contact us.

Junoa Hair

Email: [Customer Service Email Address]

Business address: [Full Business Address]

Return address: [Full Return Address]

Chamber of Commerce (KvK): [Registration Number]

We are happy to help.

Model Withdrawal Form

Complete and send this form only if you wish to withdraw from your purchase. You may also send another clear statement of withdrawal.

To:

Junoa Hair

St. Jacobslaan 110

Janne@junoahair.nl

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Product(s): ______________________

Order number (if available): ______________________

Ordered on: ______________________

Received on: ______________________

Name of consumer(s): ______________________

Address of consumer(s): ______________________

Date: ______________________

Signature (only if this form is submitted on paper): ______________________

Refunds

Once we receive your return, we'll inspect the returned items and confirm that your return has been processed.

If you exercise your legal right of withdrawal, we will refund the applicable amount within 14 days of receiving your withdrawal request. We may wait until we have received your returned items or you have provided proof of shipment, whichever comes first.

Refunds will be issued to your original payment method, at no additional cost to you. Depending on your payment provider, it may take a few additional business days for the amount to appear in your account.

If you return your entire order, we will also refund the original standard shipping costs, if applicable. Return shipping costs remain your responsibility for standard returns.

If you have any questions about your refund, feel free to contact us. We're happy to help!