Refund policy
GOLDIE LOCKS®
Returns, Refunds & Warranty Policy
Effective Date: 12/31/25 | Applies to purchases from goldielocks.com and authorized retailers.
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IMPORTANT NOTICE — Unauthorized Resale Strictly Prohibited
Goldie Locks® products are intended for personal use only. Reselling our products to third parties — including online marketplaces, retail stores, or through any other channels such as Amazon, TikTok, Walmart, eBay, or any other outlets involving third-party apps, software, or websites — is strictly prohibited.
Any violation of this policy will result in actions taken to protect our brand, including potential legal action, to preserve the integrity of our brand and the trust of our stylist community.
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SAFETY NOTICES
Haircare Products — Patch Test Required
Before using any new haircare product, always perform a patch test. Apply a small amount to a discreet area of skin and wait 24–48 hours to check for any signs of sensitivity or irritation before full use.
Supplements — Consult Your Physician
Before starting any new supplement, be sure to consult your physician or a qualified healthcare provider, especially if you are pregnant, nursing, taking medications, or have a pre-existing medical condition.
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RETURNS & REFUNDS
Online Purchase Returns
If you are unsatisfied with your recent online purchase, you may return your product within 15 days of your package arrival date for a qualified refund. Please note that authorization for any return is at the sole discretion of Goldie Locks®.
Return Fees
If you are returning your product, you will incur the following fees:
- Return shipping costs — you are responsible for paying your own return shipping. Goldie Locks® does not provide a prepaid return shipping label.
- 10% restocking fee — this will be deducted from your refund amount.
Shipping costs are non-refundable and will be deducted from your refund.
To initiate the return process and view complete terms and conditions, please visit our Returns Portal at goldielocks.com/a/returns.
When returning your item(s), you must include:
- The original order number
- All parts of the original packaging
- All printed materials included with your order
Please add insurance and save your tracking information when shipping products back to the Goldie Locks Return Center. We are not responsible for products lost, stolen, or damaged during return transit. If you are shipping an item valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance.
Please allow 7–14 business days from the time Goldie Locks® receives your return to process eligible refunds and/or exchanges.
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Exchange Policy
If you would like to exchange a product, please reach out to our Customer Experience team — they are here to help you achieve the results and products your hair needs. You may exchange your product free of charge within 15 days of your package arrival date.
Exchange Requirement: We must receive your original product before we can process an exchange. Please do not discard or dispose of the original item until instructed by our Customer Experience team.
To initiate an exchange, contact our Customer Experience team or visit our Returns Portal. Please allow 7–14 business days from the time Goldie Locks® receives your original item to process your exchange.
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Gift with Purchase
If you received a gift with purchase, ALL items — including the gift item(s) — must be returned in order to qualify for a refund. Partial returns that exclude the gift with purchase item will not be eligible for a refund.
Gift with purchase items do not qualify for an independent exchange or refund.
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Sale & Promotional Items
Sale items are not eligible for a cash refund. Sale items are subject to exchange or store credit only.
To qualify for an exchange or store credit, you must return your items before the team can apply the exchange or store credit to your account. Items must be returned within 15 days of the package arrival date.
Additional sale and promotional terms:
- Sale items may be exchanged for current in-stock items at goldielocks.com of equal value, less shipping charges at the time of original purchase.
- You may upgrade your exchange but are responsible for the difference in price.
- Sale pricing is only available at the time of sale and cannot be retro-dated, stacked with additional discounts or promotions, or applied toward an upcoming sale price.
- Sale or promotional items that arrive damaged are eligible for an exchange of the same product within 15 days of the package arrival date.
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Replacement Order Terms
We always strive to do better. In order to expedite replacements due to damage during shipping, we require images documenting how your package arrived so that we can either guide you to make a claim with the carrier or improve our internal quality standards.
We will not be able to process replacement items if the applicable images are not submitted through the request process. When requesting a replacement for a damaged item, please provide:
- Images of the exterior of the box if there are visible damages on the outside
- Internal images showing how products were wrapped, prepared, and/or packaged
- An image of the broken or damaged item(s)
- An image or email with the LOT number located on the bottom of your item(s)
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PROFESSIONAL / CLIENT RETURNS & EXCHANGES
Authorization of any return is at the sole discretion of Goldie Locks® and your Goldie Locks® Professional stylist and/or salon.
If a client is unsatisfied with a recent purchase, they may request a return/refund in alignment with your salon policy. In the event that a salon or stylist honors a refund or exchange with the client, the salon and/or stylist is responsible for providing Goldie Locks® with the item(s) being returned so that Goldie Locks® can honor the refund or exchange for our professionals as well.
When returning item(s), you must include:
- All parts of the original packaging
- All printed materials included with the order
Please add insurance and save your tracking information when shipping products back to Goldie Locks®. We are not responsible for products lost, stolen, or damaged during return transit. Please allow 7–14 business days from the time Goldie Locks® receives your return to process eligible refunds and/or exchanges.
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COMMISSIONS ON RETURNS & EXCHANGES
Commissions on Returned Products
If you have been paid a commission on a product that a client is returning for a refund, your account will reflect a negative charge.
- If your earned commission is greater than the return amount, your next commission payout will reflect the balance less the returned fee, and you will receive the remaining balance.
- If your current commission is less than the refund amount, your authorized payment method will be deducted from the wholesale value of the returned product(s).
Commissions on Exchanged Products
If a client is exchanging a product due to malfunction or reported damage, you will not see any negative reflection on your commissions.
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LATE OR MISSING REFUNDS
If you have not yet received your refund, please follow these steps before contacting us:
- Check your bank account again — some refunds may appear under a slightly different name.
- Contact your credit card company — it may take some time before your refund is officially posted.
- Contact your bank — there is often some processing time before a refund is posted.
If you have completed all of the above steps and still have not received your refund, please contact us at hello@goldielocks.com.
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AUTHORIZED RETAILERS & WHERE TO BUY
Goldie Locks® products are available exclusively through carefully vetted authorized salons, professional beauty retailers, and directly at goldielocks.com. Purchasing through unauthorized channels puts you at risk of receiving counterfeit, expired, tampered-with, or improperly stored products that can damage your hair and scalp.
Why It Matters
Every Goldie Locks® product is formulated, filled, and packaged under strict quality controls. Like any product manufactured at scale, our process is subject to normal manufacturing variation — minor differences in fill weight, viscosity, or packaging tolerances that fall within industry-accepted standards. Our authorized retailer network is trained to handle, store, and sell product correctly. Unauthorized sellers cannot guarantee that.
Purchase Only from Authorized Sources
Products obtained from unauthorized sources — including third-party marketplace listings, resellers, or salon staff selling product outside official channels — may be:
- Counterfeit or diluted imitations of genuine Goldie Locks® formulations
- Products that have been tampered with, repackaged, or adulterated
- Inventory that has been improperly stored (e.g., exposed to extreme heat, cold, or humidity), causing separation, texture changes, or degraded performance
- Expired or near-expiration product that has been relabeled
- Products with damaged or broken components (pumps, applicators) that have been resealed and resold
- Not covered under any Goldie Locks® warranty or return policy
Goldie Locks® cannot vouch for the safety, integrity, or performance of any product not purchased directly from us or from an authorized retailer. Authorized retailers can be found on our salon locator map.
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WARRANTY POLICY
Effective Date: 12/31/25 | Applies to purchases from goldielocks.com and authorized retailers.
Our Commitment
Goldie Locks® stands behind the quality of every product that leaves our facility. We warrant that our products will be free from defects in materials and workmanship at the time of purchase, subject to the terms below.
What This Warranty Covers
This limited warranty covers manufacturing defects present at or arising from the original production of the product, including:
- Structural defects that fail under normal, intended use
- Pump or dispensing mechanism failures that prevent the product from being dispensed as designed when first opened or within normal use
- Sealed packaging that arrives compromised in a way that affects product integrity (e.g., broken inner seals, cracked bottles)
- Significant product separation or texture inconsistency that falls outside normal batch-to-batch variation and renders the product unusable
- Verifiable mislabeling or fill errors (e.g., wrong product in packaging)
We recognize that mass manufacturing involves natural variation. Minor differences in shade, texture, viscosity, or component weight that fall within acceptable industry tolerances are expected and are not considered defects. Where a batch-level issue is identified, we work proactively to contain and resolve it.
What This Warranty Does Not Cover
This warranty does not apply to:
- Normal wear and tear after regular use beyond their designed lifespan
- Damage resulting from improper use, neglect, or failure to follow care instructions (e.g., using excessive heat on extensions not rated for heat styling, or applying incompatible chemical treatments)
- Breakage or damage that occurs after the product has been used and is consistent with physical handling (e.g., a pump that cracks after being dropped)
- Products that have been modified, altered, or used with third-party chemicals or tools in ways not recommended by Goldie Locks®
- Natural variation in hair color or texture between lots that falls within industry-accepted tolerances
- Products purchased from unauthorized retailers, resellers, or any channel not listed at goldielocks.com/authorized-retailers
- Products that have been improperly stored or handled by third parties prior to sale
- Products with damage caused by shipping carriers after delivery
Warranty Disclaimer
EXCEPT FOR THE EXPRESS LIMITED WARRANTY SET FORTH ABOVE, ALL GOLDIE LOCKS® PRODUCTS ARE PROVIDED "AS IS" WITHOUT ANY OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. GOLDIE LOCKS® EXPRESSLY DISCLAIMS ALL RESPONSIBILITY FOR PRODUCTS SOLD BY INDEPENDENT THIRD-PARTY RETAILERS, INCLUDING AUTHORIZED SALONS, WHOSE CUSTOMER SERVICE, RETURN, AND WARRANTY PRACTICES ARE OUTSIDE OUR CONTROL.
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Stay Golden™