Refund policy

1. GENERAL POLICY

At PION Professional, we want every customer to receive their products in excellent condition and with the quality expected from a professional brand for barbering, personal care, and grooming.

Due to the nature of our products, including cosmetics, styling products, shaving products, hair care products, and products intended for professional barbering use, returns are limited for hygiene, safety, and product integrity reasons.

PION Professional accepts return requests only under the conditions described in this policy.

2. RETURN REQUEST PERIOD

Customers may request a return within 7 calendar days from the date the order is delivered.

To be eligible for a return, the product must be:

  • Unopened.
  • Unused.
  • In its original packaging.
  • In resellable condition.
  • With all original seals, labels, caps, boxes, and protective packaging intact.

Requests submitted after 7 calendar days from the delivery date may not be accepted.

3. PRODUCTS NOT ELIGIBLE FOR RETURN

For hygiene and safety reasons, PION Professional does not accept returns of products that have been opened, used, tested, handled, altered, damaged by the customer, or removed from their original sealed condition.

The following items are final sale and cannot be returned unless they arrive damaged, defective, incorrect, or missing from the order:

  • Opened or used hair styling products.
  • Wax, gel, powder, pomade, spray, shampoo, conditioner, shaving products, beard products, after shave, or grooming products.
  • Opened or used barber accessories.
  • Samples, testers, promotional products, or gifts.
  • Gift cards.
  • Clearance, discontinued, or final sale products.
  • Wholesale/B2B products that have been opened, used, or distributed.

4. DAMAGED, DEFECTIVE, INCORRECT, OR MISSING PRODUCTS

If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.

Claims must be submitted within the following timeframes:

  • 48 hours after delivery for online retail orders.
  • 72 hours after delivery for wholesale, distributor, salon, or barber shop orders.

To process a claim, PION Professional may request:

  • Order number.
  • Photos of the damaged or incorrect product.
  • Photos of the shipping box or packaging.
  • Photos of all items received.
  • Description of the issue.
  • Any additional information needed to verify the claim.

If the claim is approved, PION Professional may offer, at its discretion:

  • Replacement of the affected product.
  • Store credit.
  • Partial refund.
  • Full refund for the affected product.
  • Shipment of the missing product.

Claims submitted without proper documentation may be denied.

5. RETURN SHIPPING COSTS

Unless the return is caused by a PION Professional error, damaged product, defective product, incorrect item, or missing item, the customer is responsible for return shipping costs.

Original shipping costs are non-refundable, except when the return is caused by an error by PION Professional.

The customer is responsible for the returned products until they are received and inspected by PION Professional. We recommend using a trackable shipping service.

6. WHOLESALE, DISTRIBUTOR, AND B2B RETURNS

Wholesale, distributor, salon, barber shop, and B2B orders are subject to stricter return conditions due to volume, handling, pricing structure, and inventory control.

Unopened and unused wholesale/B2B products may be eligible for return within 7 calendar days from delivery, subject to prior written approval by PION Professional.

Approved wholesale/B2B returns may be subject to a 25% restocking fee, which will be deducted from the refund or credit.

PION Professional does not accept returns of B2B products that have been:

  • Opened.
  • Used.
  • Tested.
  • Distributed.
  • Resold.
  • Damaged after delivery.
  • Removed from their original packaging.
  • Purchased under a special promotion, clearance, liquidation, or final sale condition.

7. REFUND PROCESS

Refunds will only be issued after the returned products have been received, inspected, and approved by PION Professional.

If the return is approved, the refund will be processed to the original payment method used for the purchase, unless another alternative is agreed upon in writing.

Please allow 5 to 10 business days for your bank, credit card company, or payment provider to reflect the refund after it has been processed by PION Professional.

The refunded amount will never exceed the amount actually paid by the customer for the product approved for return.

8. ORDER CANCELLATIONS AND CHANGES

Once an order is placed, we begin processing it as soon as possible. For this reason, order changes or cancellations are not guaranteed.

If you need to cancel or modify an order, please contact us immediately at support@pionpro.com. If the order has not yet been processed or shipped, we will do our best to assist you.

Orders that have already been shipped cannot be canceled. In that case, the customer may request a return in accordance with this policy.

During high-volume seasons, promotions, holidays, or product launches, order changes and cancellations may not be possible.

9. REFUSED, UNDELIVERABLE, OR RETURNED PACKAGES

If a package is refused, returned due to an incorrect address, unclaimed, or undeliverable for reasons not caused by PION Professional, the customer may be responsible for:

  • Original shipping costs.
  • Return shipping costs.
  • Reshipping costs.
  • Any carrier fee associated with the returned package.

If the package is returned to PION Professional in acceptable condition, we may issue a refund for eligible products, excluding shipping costs and applicable fees.

10. CHARGEBACKS

If you experience any issue with your order, please contact PION Professional first before initiating a chargeback with your bank or credit card provider.

Most issues can be resolved quickly through replacement, refund, store credit, or direct assistance.

PION Professional reserves the right to dispute chargebacks when order records, shipping confirmation, delivery confirmation, photographs, or internal documentation show that the order was properly processed.

11. DOCUMENTATION AND FRAUD PREVENTION

To protect our customers and our business, PION Professional may document, photograph, weigh, or verify orders before shipment.

This documentation may be used to review claims related to damaged, missing, incorrect products, or potential fraudulent claims.

12. HOW TO REQUEST A RETURN OR CLAIM

To request a return, refund, replacement, or claim, please contact us at:

Email: support@pionpro.com
Subject: Return Request – Order #[Order Number]

Please include the following information:

  • Full name.
  • Order number.
  • Email used for the purchase.
  • Product name.
  • Reason for the request.
  • Photos or documentation, if applicable.
  • Shipping address, if a replacement is requested.

Our team will review the request and send instructions if the return or claim is approved.

13. POLICY UPDATES

PION Professional reserves the right to update or modify this Refund, Return, and Warranty Policy at any time.

Any changes will be published on this page with the corresponding updated date.