At Hathor by Ghalia, we take pride in crafting premium hair-care products with exceptional quality and care. Your satisfaction is important to us, and we aim to provide a seamless, elegant shopping experience from start to finish.
UK Returns
We accept returns for UK customers under the following conditions:
- The return request is submitted within 14 days of delivery
- The item is unused, unopened, and in its original sealed packaging
- Proof of purchase is provided
For hygiene and product integrity reasons, we do not accept returns of opened or used products under any circumstances.
International Orders
For orders delivered outside the UK:
- Eligible returns will receive store credit only
- Refunds to the original payment method are not available for international orders
- Store credit will be issued once the returned item is received and inspected
Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective, or incorrect:
- Contact us within 7 days of delivery
- Provide clear photos of the item and packaging
- Once verified, we will provide a replacement or issue a full refund — available to both UK and international customers — at no additional cost
Non-Returnable Items
For the safety and purity of our products, the following cannot be returned:
- Opened or used products
- Items without original sealed packaging
- Final-sale or promotional items
Refunds (UK Only)
Once your return is received and approved:
- Refunds will be issued to the original method of payment
- Processing may take 5–10 business days, depending on your payment provider
- Shipping fees are non-refundable, unless the return is due to our error
Exchanges
We offer exchanges (UK only) for:
- Unopened, unused products
- Damaged, defective, or incorrect items
For preference-based exchanges (e.g. product variation), the customer is responsible for return shipping costs.
Return Shipping
- Customers are responsible for securely packaging return items
- Return postage is the customer's responsibility unless the item is damaged, faulty, or incorrect
- We recommend using a trackable shipping service, as we cannot guarantee receipt of the parcel
How to Start a Return
To initiate a return or exchange, contact our Customer Care team at info@hathorbyghalia.com and include the following:
- Your order number
- Reason for return
- Photos, if the item is damaged or incorrect
Our team will guide you through the next steps.
