Policy

Refund policy

GrayCut hair systems are made to order in limited batches. This policy explains returns, exchanges, and store credit, adapted from our atelier practice for clients in France, Italy, Germany, and worldwide.

Some words of advice

If you are new to a hair system, allow yourself time to wear it, blend it with your own hair, and have it cut by your stylist. Most clients need a short adjustment period before the system feels entirely theirs. Book a complimentary atelier check-in if you would like guidance on your first commission.

Returns for change of mind

If your piece is not the right shade, base, or fit, contact the atelier within five days (120 hours) of delivery. First-time clients may be eligible for one complimentary return with atelier-arranged shipping, subject to the conditions below.

First commission

  • One free return per client, including return shipping arranged by GrayCut where eligible.
  • Only one product per first order qualifies; additional pieces may incur a restocking fee.
  • A complimentary virtual or in-person atelier check-in is required before return approval.

Returning clients

Subsequent orders may incur a restocking fee and return shipping at the client’s expense. GrayCut reserves the right to assess eligibility on a case-by-case basis.

In-person purchases

Pieces purchased in person at a GrayCut atelier are not eligible for change-of-mind returns unless otherwise agreed in writing at the time of sale.

Store credit and swaps

Where eligible, you may receive a full store credit or swap to another in-stock specification. Custom colour, custom cut, or worn pieces are not eligible.

Condition of return

Systems must be returned in sellable condition: try-on only, unaltered, uncut lace where applicable, clean, brushed, clips closed, free of smoke or product odours. Lace fronts must remain uncut to qualify.

Refunds

Approved returns are refunded to the original payment method or issued as store credit, minus non-refundable shipping, duties, payment-plan fees, or restocking charges. Allow up to five working days after receipt at the atelier for processing.

Contact

Email STUDIO@GRAYCUT.COM before your return window closes. We will confirm eligibility and provide return instructions.