Returns & Refunds

Accepted return (noun)

A return that passes inspection. For an accepted return, the refund is released 7–10 business days after return acceptance, to your original payment method. Your bank or card issuer may need additional days to post the credit to your account — that posting time is set by your bank, not by us. We email you when the return is received, when inspection is complete, and when the refund is released.

See also: Inspection, Refund

Arrival problem (noun)

An order that arrives damaged, wrong, or defective. Email us within 14 days of delivery with your order number and photos of the issue. We send a prepaid return label and offer a replacement or a full refund — your choice. The 30-day return clock does not apply to arrival problems. See also Warranty & Defect Cover for defects found after arrival.

Condition (noun)

The state an item must be in to be returned. Items must be unused, unwashed, in their original packaging, and in resalable condition. Tags and included parts must be present. Take the time you need: unbox the tool, check it against the listing, hold it in your hand. Keep the packaging and tags until you are sure — a return without its original packaging or tags may not be eligible.

Exchange (noun)

Swapping a returned item for a different one. Exchanges are processed as a return plus a new order: return the item under this policy, and place a new order for the item you want. If you want us to hold a replacement while your return travels, email us first and we will confirm whether the replacement can be held.

Ineligible return (noun)

A return that does not meet this policy. The following are not eligible for a return or refund under this policy: items that are used, washed, worn, soiled, or damaged after delivery; items returned without tags, parts, or original packaging; returns sent without contacting us first. If inspection finds a return is not eligible, we email you with photos and the reasons. You may then choose: (a) we send the item back to you at your cost, or (b) you keep the item and no refund is issued. We take no further action until you tell us which option you want.

Inspection (noun)

Our check of a returned item against the condition requirements. When your return reaches our returns center, we inspect it within 1–2 business days. We email you the outcome: accepted, or not eligible with the reasons and your options.

See also: Accepted return, Ineligible return

Original payment method (noun)

The card, account, or wallet you paid with. Refunds go to the original payment method only. We cannot send a refund to a different card, account, or person. If the original payment method is closed, contact your bank — the refund is still issued to that method and your bank routes it.

Prepaid label (noun)

A return shipping label we pay for. Returns are free: the prepaid label covers return shipping — you do not pay to send an eligible return back. Do not send a return before contacting us: returns sent without contacting us first may be refused. Pack the item in its original packaging, attach the label, and drop it off with DHL. Keep your drop-off receipt until the refund is released.

Refund (noun)

Money sent back to you for a returned item. The refund covers the item price you paid. Original shipping was free, so there is nothing to deduct. Return shipping is free — we provide the label. You are never charged a restocking fee.

See also: Accepted return, Original payment method

Return window (noun)

The period in which you may return an item. Your 30-day return window starts on the delivery date — the day the parcel reaches you, not the day you ordered. From that day, you have 30 days to return an item that meets the Condition requirements.

Starting a return (noun)

The first step of a return. Email support@scalptheory.shop with your order number, the items you are returning, and the reason. We reply within 1 business day with a prepaid DHL return label and packing instructions.