Refund policy

Returns & Refunds — How the Industry Actually Works

Most brands that offer “easy returns” pay for it by hiding the cost somewhere else. The returned product is rarely thrown away. It is usually refurbished, cleaned, repackaged, and sold again to another customer — sometimes that next customer is you.

With personal-use, hygiene-sensitive hair tools, this is common practice across the industry.

At Alan Truman, we don’t do this.

We don’t resell used or refurbished appliances. We don’t clean and circulate compromised hygiene products. Every customer receives a fresh, unused product — always.

That is why we do not accept returns, and we do not issue refunds.

If your product doesn’t work on first use, we replace it.

If your product develops a fault later, we repair or replace it.

You are never left with a product that doesn’t work as it should.

 

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Products That Cannot Be Returned

Some products, by their nature, simply cannot move back into inventory once sold.

This includes:

• Sale or clearance items

• Gift cards

These items are final sale. They cannot be returned, replaced, or refunded under any circumstances.

 

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Exchanges — Why We Don’t Do Them

Exchanges sound simple, but in practice, they mean receiving a used product back into circulation.

We don’t rotate products between customers.

If a product is found to be defective or non-functional, we handle it directly through replacement or repair. For all other cases, a fresh order must be placed separately.

This keeps inventory clean and customer trust intact.

 

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Warranty — What We Stand Behind

Every Alan Truman hair appliance comes with a 1-year comprehensive warranty.

The warranty covers manufacturing and workmanship defects — nothing cosmetic, accidental, or usage-related.

If a genuine fault is found, we repair or replace the product based on what is technically correct. That decision is made after inspection, not assumption.

We fully stand behind what we manufacture.

We do not support misuse or misrepresentation.

 

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Damaged, Defective, or Incorrect Deliveries

We treat genuine issues seriously and process them fairly.

Please inspect your order immediately after delivery. If the product is damaged, defective, or not what you ordered, inform us as soon as possible.

All such claims are reviewed objectively, with the same standards applied to every customer. Valid cases are resolved with a replacement when reported within 5 days of delivery.

To protect both you and us, an unboxing video is mandatory for complaints involving:

• Open or unsealed boxes

• Missing items

• Wrong products

• Used or tampered items

This isn’t about distrust — it’s about keeping the process honest for everyone.