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Return, Refund & Exchange Policy

Last Updated: 16-07-2026

At Headgame Barbergear (“we,” “our,” or “us”), we are dedicated to supplying the professional grooming industry with premium tools and products. We understand that precision matters. If you are not completely satisfied with your purchase, our return and refund process is outlined below to ensure a transparent, fair, and efficient resolution.

By purchasing from our online store or authorized multi-channel marketplaces, you agree to the terms outlined in this policy.

1. The 30-Day Return Window

All return, exchange, or refund requests must be initiated within 30 calendar days from the date the tracking carrier marks the order as “Delivered.” Requests received after this 30-day period will not be accepted, and the sale will be considered final.

2. Strict Hygiene & Product Condition Standards

Due to the sanitary and professional nature of grooming tools, we enforce rigid compliance with health regulations. All returned items undergo a rigorous multi-point inspection by our warehouse team upon arrival.

A. Acceptable Condition for Returns

To qualify for a refund or exchange, items must be:

  • Completely unused, unaltered, and unwashed
  • Free of any signs of hair, liquid residue, dust, or cosmetic smudges
  • Housed in the original, undamaged manufacturer’s packaging (including intact plastic wraps, seal stickers, branded boxes, and sleeve covers)
  • Complete with all original contents, including instruction manuals, charging cables, oil bottles, guard combs, and promotional inserts

B. Strictly Non-Returnable Items

The following cannot be returned or exchanged under any circumstances due to hygiene, safety, or promotional regulations:

  • Opened Wet Products: Pomades, hair clays, beard oils, shampoos, chemical treatments, and shave sprays with broken seals or removed caps
  • Blades & Razors: Straight razors, shavettes, replacement clipper blades, and disposable razor blades once the blister pack or seal is breached
  • Personal Apparel & Capes: Used hair cloths, cutting capes, aprons, and branded apparel showing signs of wear or washing
  • Sharpened or Modified Shears: Professional hair-cutting and thinning scissors that have been unsealed, used, or customized
  • Clearance & Final Sale Items: Any product marked “Final Sale,” clearance, or purchased during a designated liquidation event

Disclaimer: If a returned item fails our warehouse inspection (e.g., contains traces of hair, missing components, or damaged retail packaging), the return will be rejected. You may pay for return shipping to have the item sent back, or authorize us to discard it. Unclaimed rejected returns will be discarded after 14 business days.

3. Order Discrepancies, Shortages & Transit Damage

We take great care in fulfilling your orders, but if an error occurs during transit or packing, it must be reported immediately.

  • Damaged or Defective on Arrival (DOA): Notify us within 48 hours of delivery if your package arrives visibly damaged or the tool doesn’t power on out of the box. Include clear photographic evidence of the shipping box, product packaging, and the specific damage.
  • Order Shortages & Wrong Items: Missing or incorrectly shipped products must be reported within 48 hours of delivery.
  • Resolution: For verified DOA or fulfillment errors, we will issue a prepaid return shipping label and expedite a replacement or full refund at no additional cost to you.

4. Step-by-Step Return Process

We keep our process direct and human. You do not need to wait for a system-generated return authorization number.

  1. Notify Customer Support: Email [email protected] with your order number (e.g., #BS-10432) and the reason for your return.
  2. Pack It Securely: Place the item inside its original manufacturer box, then inside a sturdy shipping carton with padding. Do not place a shipping label directly onto the manufacturer’s retail box.
  3. Ship the Package: Mail your return to our fulfillment address below.

Headgame Barbergear

22, Jalan Nyonya

55100 Kuala Lumpur, WP Kuala Lumpur

Attn: E-commerce Dept

Tel: +60 10-2386005

Return Shipping Costs

  • Customer Responsibility: For standard returns (change of mind, buyer’s remorse, incorrect size/model), the customer covers all return shipping fees. We recommend a trackable service (J&T, Citylink, DHL eCommerce, PosLaju) with shipping insurance. We’re not responsible for packages lost or damaged in transit to our facility.
  • Store Responsibility: If the return is due to a proven defect or our error, we provide a prepaid shipping label via email.

5. Refunds, Exchanges & Restocking Fees

A. Refunds

Once your return is delivered to our facility, please allow 3–5 business days for inspection and processing.

  • Approved Returns: Refund is credited automatically to your original payment method (Credit/Debit Card, FPX, etc.).
  • Processing Windows: Once issued, funds typically appear within 5–7 business days, depending on your bank.

B. Exchanges

To exchange an item, the fastest method is to return the original for a refund and place a new order online. Alternatively, request an exchange via our support team — the replacement ships once the original passes inspection and any price difference is settled.

C. Restocking Fees

Standard returns (non-defective, buyer’s remorse) may be subject to a 10% restocking fee, deducted from your final refund. Shipping fees paid on the original order are non-refundable.

6. Electronic Tool Warranties

Many professional electronic tools (clippers, trimmers, dryers) come with a dedicated manufacturer’s warranty covering mechanical or electrical failure.

  • Within 30 Days: Mechanical failures within our standard 30-day window are handled by us directly.
  • After 30 Days: Falls under manufacturer’s warranty — contact them directly (e.g., Wahl, JRL, BaBylissPRO, Panasonic). We’ll gladly provide a copy of your invoice for warranty claims.
  • Note: Warranties do not cover drops, water damage, cord damage from improper wrapping, or failure to properly oil and clean blades.

7. Marketplace & Third-Party Purchases

If you purchased through an authorized external marketplace (Shopee, Lazada, Amazon, etc.), your return is bound by that platform’s return windows, rules, and dispute channels. Please initiate your return directly through the platform’s order management interface.

Contact Us

If you have any questions about our return policy or need assistance with a current return, reach out to our team:

Email: [email protected]

Phone: +60 10-238 6005

Hours: Monday – Friday, 9:00 AM – 5:30 PM · Saturday, 10:00 AM – 2:00 PM (Kuala Lumpur, Malaysia Time)