Return Policy

Return Policy

Last updated: May 14, 2026

At The Halo Studio, we are committed to providing a premium shopping experience. This Return Policy outlines your legal rights and our procedures in accordance with consumer protection regulations in the EU and the United Kingdom.

1. Legal Right of Withdrawal (EU / EEA)

If you purchased your product online, you have the right to withdraw from the contract without giving any reason within 14 calendar days from the date of receipt, in accordance with EU Directive 2011/83/EU.

To exercise this right, notify us within 14 days by email at contact.thehalostudio@gmail.com, including your full name, order number, and intention to return the product. Once your request is confirmed, you have an additional 14 days to return the item.

Unless otherwise stated, return shipping costs are the customer's responsibility, except where the item is defective or an error was made on our part.

2. Return Eligibility Conditions

⚠️ Important Notice — Hygiene and Hair Care Products

In accordance with Article 16(e) of Directive 2011/83/EU and Article L221-28 paragraph 5 of the French Consumer Code, the right of withdrawal does NOT apply to products that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons.

The Halo Studio products (Halo extensions, ponytail extensions, brushes, combs and all hair-related items) come into direct contact with the scalp, hair and skin. Any product whose hygiene seal has been broken, whose original packaging has been opened, or whose inner protective wrapping has been removed cannot be returned, exchanged or refunded for any reason whatsoever, including but not limited to:

• Color mismatch or dissatisfaction
• Length or texture preference
• Change of mind
• Difficulty of use

This policy is strict and applies on hygiene and health safety grounds.

To be eligible for a return, the product must:

• Be in perfect condition, unused, unopened
• Have its hygiene seal fully intact
• Be in its original packaging with all accessories included
• Be accompanied by clear photographs proving the unbroken seal

You must attach these photos to your initial email along with your order number and full name clearly indicated inside the parcel.

Failure to meet these criteria will result in the return request being automatically rejected.

3. Return Address

All returns must be shipped to the address provided by our customer service team after your request has been validated. Please ensure your name and order number are clearly indicated inside the parcel. Returns sent without identification, or without prior validation from our team, may be refused, delayed, or destroyed without refund.

4. Defective or Incorrect Items

If you receive a defective or incorrect product, please notify us within 48 hours of receiving the parcel by emailing contact.thehalostudio@gmail.com with your full name and order number, clear photos of the issue (including the packaging and the product), and your preference: full refund or express replacement. If your request is validated, return shipping will be covered and we will process your case as quickly as possible.

Please note: minor variations in shade, slight differences in length (+/- 1 cm), or natural variations in synthetic fiber texture are not considered defects and do not qualify for refund or replacement.

5. Color Matching Service

To minimize color mismatch issues, The Halo Studio offers a free color advice service prior to purchase. We strongly encourage all customers to use this service before placing an order, as color dissatisfaction after the hygiene seal is broken is not a valid ground for refund or exchange, regardless of the circumstances.

To request a color consultation, simply contact us at contact.thehalostudio@gmail.com with a clear, natural-light photograph of your hair, and our team will respond within 24 hours.

6. Refunds

Once your return is received and inspected, you will receive a confirmation email of approval or rejection. If approved, the refund will be processed to your original payment method within 5 to 10 business days. Initial shipping fees are non-refundable, except in cases of defect or error on our part.

7. Non-Returnable Items

The following cannot be returned or exchanged under any circumstances:

• Any product whose hygiene seal has been broken or whose packaging has been opened (for hygiene reasons)
• Any product that has been worn, tried on, or used
• Clearance, sale or final sale items (unless defective)
• Items returned after the 14-day period with no identified defect
• Items returned without prior approval from our customer service team
• Items returned without proper identification (name and order number inside the parcel)

8. Legal Guarantees

Your purchase is protected by the following legal guarantees depending on your country of residence: 2-year legal guarantee of conformity for EU/EEA consumers (Directive 1999/44/EC), and the Consumer Rights Act 2015 for UK consumers. These guarantees cover manufacturing defects and product non-conformity but do not extend to issues arising from normal wear, misuse, exposure to excessive heat (above 180°C for synthetic fibers), or improper care.

9. Summary Table

10. Contact

📧 contact.thehalostudio@gmail.com 🕘 Available Monday to Friday, 9:00 AM – 6:00 PM (CET)

This policy complies with EU Directive 2011/83/EU and E-Commerce Directive 2000/31/EC regarding consumer rights and transparent information obligations. It must be accessible from the website footer, the checkout page, and the Terms and Conditions.