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 these 30 days 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 items 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 that have had their protective seals broken or caps removed.

• Blades & Razors: Straight razors, shavettes, replacement clipper blades, and disposable razor blades once the external 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 as “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. The customer will be given the option to pay for return shipping to have the item sent back to them, or authorize us to discard it. Unclaimed rejected returns will be discarded after 14 business days.

 

3. Order Discrepancies, Shortages, and 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): If your package arrives visibly damaged or the tool does not power on out of the box, you must notify us within 48 hours of delivery. You must provide clear photographic evidence of the shipping box, the product packaging, and the specific damage.

• Order Shortages & Wrong Items: Missing items 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. Simply follow these steps:

1. Notify Customer Support: Send an email to [email protected] with your order number (e.g., #BS-10432) and the reason for your return.

1. Pack It Securely: Place the item inside its original manufacturer’s box, and then place that box inside a sturdy shipping carton with appropriate padding (bubble wrap or packing paper). To protect the item, please do not slap a shipping label directly onto the manufacturer’s retail box.

1. Ship the Package: Mail your return to our designated fulfillment address:

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 ordered), the customer is responsible for all return shipping fees. We highly recommend using a trackable shipping service (e.g., J&T, Citylink, DHL e-Commerce, PosLaju) and purchasing shipping insurance. We are not responsible for returning packages lost or damaged in transit to our facility.

• Store Responsibility: If the return is due to a proven defect or an error on our part, we will provide a prepaid shipping label via email.

5. Refunds, Exchanges, and Restocking Fees

A. Refunds

Once your return is delivered to our facility, please allow 3 to 5 business days for our team to inspect the items and process the return status.

• Approved Returns: The refund will be automatically credited back to your original payment method (Credit/Debit Card, FPX, etc.).

• Processing Windows: Once issued, the funds typically appear back in your account within 5 to 7 business days, depending entirely on your financial institution’s processing times.

B. Exchanges

If you wish to exchange an item for a different model, color, or voltage, the fastest method is to return the original item for a refund and place a separate new order online. Alternatively, you can request an exchange via our support team, and the replacement item will be shipped once the original return passes inspection and any price differences are settled.

C. Restocking Fees

To offset the costs of multi-point inspections, sanitization, and restocking inventory, standard returns (non-defective, buyer’s remorse) may be subject to a 10% restocking fee, which will be deducted from your final refund amount. Shipping fees paid on the original order are non-refundable.

6. Electronic Tool Warranties (Clippers, Trimmers, Dryers)

Many professional electronic tools come with a dedicated manufacturer’s warranty that covers mechanical or electrical failure.

• Within 30 Days: If a clipper or trimmer experiences a mechanical failure within our standard 30-day window, we will handle the replacement directly.

• After 30 Days: If an electronic tool fails after 30 days, it falls under the manufacturer’s warranty policy. The customer must contact the manufacturer directly (e.g., Wahl, JRL, BaBylissPRO, Panasonic) for repair, tuning, or replacement. We are happy to provide copies of your original invoice to assist with your warranty claims.

Note: Warranties do not cover drops, water damage, cord damage due to improper wrapping, or failure to properly oil and clean blades.

7. Marketplace & Third-Party Purchases

If you purchased our products through an authorized external marketplace (such as Shopee, Lazada, or Amazon), your return is bound by the specific return windows, rules, and dispute channels of that platform. Please initiate your return directly through the respective 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 or Saturday, 10:00 AM – 2:00 PM Kuala Lumpur, Malaysia Time