Refund policy

Return & Guarantee Policy

We want you to feel confident ordering from Postgrafts. If something is not right, your return or refund options will depend on the condition of the product and the reason for your request.

This policy applies to purchases made directly through postgrafts.com. Purchases made through another retailer must be returned through that retailer.

Nothing in this policy limits any rights or remedies that cannot be excluded under applicable consumer law.

90-Day Routine Guarantee (Used Product)

Our voluntary 90-Day Routine Guarantee gives eligible first-time customers the opportunity to use Postgrafts consistently before deciding whether it is right for them.

If you have used the foam continuously as directed for at least 90 days and are not satisfied, you may request a refund equal to the price paid for one bottle from your first order.

To qualify:

Your first order must have been placed directly through postgrafts.com.
You must have used the product consistently as directed for at least 90 days.
Your Postgrafts order history must show that you purchased enough product to maintain the routine during the guarantee period.
Your claim must be submitted between 90 and 105 days after your first confirmed delivery.
You must provide four unedited, dated photographs of the same area of the scalp: one taken within the first week of starting, one around day 30, one around day 60, and one at day 90 or later. A few days either side of each checkpoint is fine. Photographs should show the same area under reasonably similar lighting and positioning, and should retain their original file dates where possible. The spacing across the full period is how we confirm the routine was maintained, rather than photographed over a short window.
You may also be asked to provide photographs of the bottles used, including their lot numbers.
The guarantee is limited to one approved claim per customer.
Subscription renewals and additional orders are not covered by the guarantee.

Returning unused bottles:

Any bottles from your order that remain unopened and sealed must be returned to us before your refund is issued.
We will provide return authorization and instructions once your claim is approved. Do not send anything back before you receive them.
You are responsible for return postage. We recommend a tracked service, as we cannot refund items that do not reach us.
Opened or unsealed bottles cannot be accepted. Do not mail them to our fulfillment centre.
If any unopened, sealed bottles are not returned, your refund will be reduced by the price paid for those bottles.

Your refund will be issued after we receive and inspect the returned bottles. Shipping charges are not included.

You do not need to show your face in your photographs. Claim photographs will only be used to assess your request and will not be used for marketing without your separate permission.

To submit a claim, email support@postgrafts.com with your order number, a brief description of your experience and the required photographs. We aim to acknowledge claims within two business days, although additional information may be required before a decision can be made.

This voluntary guarantee does not promise that every customer will experience hair regrowth. Individual results vary.

Adverse/Allergic Reactions

If you experience an adverse or allergic reaction after opening the product, stop using it and follow the warnings and directions on the Drug Facts label. Seek appropriate medical attention if necessary.

Refund requests relating to an adverse or allergic reaction must normally be submitted within 30 days of confirmed delivery.

When contacting us, please provide:

Your order number
The date you began using the product
A description of the reaction and when it occurred
The bottle’s lot number and expiry date
Relevant photographs, if available

Do not return or dispose of the bottle unless we instruct you to do so. We may need additional information to review the concern and meet applicable product-safety reporting requirements.

If approved, the refund will normally apply to the affected opened bottle. Any unopened bottles may be eligible for return under our unopened-item policy below.

The 30-day refund window does not prevent you from reporting a safety concern to us at any time.

30-Day Return Policy for Unopened Items

Changed your mind before opening the product? You may request a return within 30 days of confirmed delivery.

To qualify:

The product must be unused and unopened.
Any tamper-evident seal must remain intact.
The product must be in its original retail packaging.
The lot number and expiry information must be present and unaltered.
You must receive return authorization from Postgrafts before sending the product.
The authorized return must be shipped within 14 days of receiving the return instructions.

For multi-bottle orders, only individual units meeting all the conditions above are eligible. Partial refunds are calculated using the actual per-bottle price paid after discounts.

Customers are responsible for return postage for change-of-mind returns. We strongly recommend using a tracked service. Postgrafts is not responsible for returns lost or damaged while being sent back.

Original shipping charges are non-refundable except where applicable law requires otherwise.

Once the return has been received and inspected, we will notify you whether it has been approved. Do not send products to an address obtained elsewhere or without return authorization. Sending an unauthorized return does not automatically make it eligible for a refund.

Damaged, Defective, Incorrect or Missing Products

If your delivery is damaged, defective, incorrect or missing an item, contact support@postgrafts.com as soon as possible, preferably within seven days of delivery.

Please provide:

Your order number
A description of the problem
A photograph of the shipping box and shipping label
Clear photographs of the affected product and packaging
The product’s lot number and expiry date, where available

Do not return a damaged or defective product unless we instruct you to do so. After reviewing the information, we will arrange an appropriate replacement, refund or other resolution.

The requested seven-day reporting period does not limit any non-excludable rights relating to faulty, unsafe or misdescribed products.

Order Changes and Cancellations

We will try to accommodate cancellation or address-change requests made before fulfilment begins. However, changes cannot be guaranteed once an order has been transmitted to our fulfilment centre.

If the order has already entered fulfilment or been dispatched, the applicable return rules in this policy will apply.

Subscriptions

You can cancel your subscription to prevent future renewal orders. Cancellation must be completed before the next renewal payment is processed.

Cancelling a subscription does not automatically cancel or refund an order that has already renewed, entered fulfillment or been dispatched. Eligible unopened subscription orders may still be returned under this policy.

Submitting a return, refund or guarantee claim does not automatically cancel your subscription. Subscriptions must be cancelled separately through your account or by contacting support@postgrafts.com.

Undelivered or Returned to Sender

If tracking confirms that a package was lost or returned because of a carrier error, contact us so we can investigate and arrange an appropriate replacement or refund.

If a package is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect the package or unpaid customs charges, we may offer:

Reshipment after the customer pays the applicable shipping cost; or
A refund or store credit after the package is received, less any unrecoverable shipping or return costs, where permitted by law.

Please verify your shipping address carefully before completing your order.

If tracking shows that a package was delivered but you cannot locate it, contact us promptly so we can investigate with the carrier.

Digital Products

Digital products, including e-books, downloadable guides and online courses, cannot be returned.

Once a digital product has been downloaded or accessed, it is normally non-refundable unless it is defective, inaccessible, materially different from its description or applicable law provides otherwise.

Where required by law, we will obtain your express consent before providing immediate access to digital content and your acknowledgement that your cancellation right will be lost once access begins.

Please review the product description and compatibility information carefully before purchasing.

Exchanges

We do not process direct exchanges. If you have an eligible unopened product, request a return and place a new order after the return has been approved.

UK and European Union Customers

Customers in the United Kingdom and European Union may have a statutory right to cancel an eligible online purchase within 14 days of delivery without providing a reason.

After notifying us of the cancellation, the eligible product must be returned within the period required by applicable law. Customers are responsible for the direct cost of returning change-of-mind purchases unless otherwise required by law.

Because the foam is a sealed topical drug product, the statutory cancellation right may no longer apply once the product has been unsealed where it is unsuitable for return for health protection or hygiene reasons.

Where required, we will refund the purchase price and the cost of our least expensive standard delivery option. Any additional amount paid for expedited or premium delivery is not refundable unless applicable law requires otherwise.

These statutory rights are separate from the voluntary 90-Day Routine Guarantee.

Refund Processing

Approved refunds are issued to the original payment method. We aim to issue refunds within 10 business days after approving a claim or receiving and inspecting an authorized return, and always within any shorter period required by applicable law.

Your bank or payment provider may require additional time to display the refund.

If more than 15 business days have passed since we confirmed that a refund was issued, contact support@postgrafts.com.

We cannot issue a separate refund while a chargeback or payment dispute concerning the same transaction remains open.

Fraudulent or Abusive Claims

Postgrafts may decline voluntary guarantee claims or returns involving materially false information, altered evidence, duplicate claims, products not purchased from postgrafts.com or other reasonably suspected misuse of this policy.

Duplicate claims associated with the same customer, household, payment method or delivery address may require additional verification.

This section does not limit any rights or remedies that cannot legally be excluded.

Return Authorization

All physical returns require written approval from Postgrafts.

Email support@postgrafts.com before sending anything back. If your return is approved, we will provide the correct return address and instructions.

Do not send opened products or unauthorized returns to our fulfillment centre. Unauthorized returns may be refused and do not create an automatic entitlement to a refund.