Last updated: August 18, 2026
We want you to feel good about trying a new brand. This policy explains when and how you can return a product purchased at texturepass.com. It forms part of our Terms of Service.
1. Return Window
You may request a return within 14 days of the delivery date shown in your carrier tracking. Requests made after 14 days cannot be accepted.
2. Condition Requirements
Because the products we sell are personal care items applied to the hair and scalp, we can only accept returns of products that are unopened and unused, with all original manufacturer seals, shrink wrap, and packaging intact.
We are not able to accept:
- Products that have been opened, used, swatched, or tested, including products where a seal has been broken
- Products with damaged, missing, or defaced packaging or labels
- Products not purchased directly from texturepass.com
- Free gifts, samples, and promotional items
This condition requirement does not apply to items that arrive damaged, defective, or incorrect. Those are covered in Section 7 and are always eligible for investigation and replacement.
3. Non-Returnable Items
We do not currently designate any product category as final sale. If we introduce final sale items in the future, they will be clearly marked as such on the product page before purchase, and this policy will be updated.
Membership fees are separate and are non-refundable. Please see the Membership and Auto-Renewal Terms for full details on membership cancellation.
4. How to Start a Return
Email hello@texturepass.com within 30 days of delivery with the subject line "Return Request" and include:
- Your order number
- The item or items you wish to return
- The reason for the return, which helps us improve our curation
We will respond with return authorization and the return address. Please do not ship any item back before receiving return authorization — unauthorized returns cannot be processed or refunded, and we are not able to return them to you.
5. Return Shipping
You are responsible for the cost of return shipping and for the safe return of the item. We recommend using a trackable shipping method, as we are not able to issue a refund for a return we do not receive.
Returned items must arrive in the condition described in Section 2. Items that arrive opened, used, or damaged in return transit are not eligible for a refund. Shipping and handling charges from your original order are not refundable on returns made for change of mind; however, original shipping is refunded on returns of damaged, defective, or incorrect items.
6. Refunds
Once we receive and inspect your return, we will notify you by email whether the refund has been approved. Approved refunds are issued to your original payment method within 5 to 10 business days of approval. Your bank or card issuer may take additional time to post the credit to your account.
Original shipping and handling charges are not refundable on returns made for reasons of preference or change of mind. If you received free shipping as a member and return part of an order, no shipping charge is deducted from your refund.
If your return is not approved, we will explain why and, at your request and expense, return the item to you.
7. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or is not what you ordered, we want to make it right. Email hello@texturepass.com within 7 days of delivery with your order number, a description of the issue, and photographs showing the item and, where relevant, the shipping carton.
We will investigate to determine whether the issue qualifies for coverage — our fulfillment error versus carrier damage or customer mishandling. If we determine the issue is our responsibility:
- For damaged or defective items: we will send a replacement at no cost to you, including original and return shipping
- For incorrect items: we will ship the correct item at no cost to you, and you may keep the incorrect item
8. Exchanges
We do not offer direct exchanges. If you would like a different product, please return the original item under this policy and place a new order. This allows us to get your new item to you faster than holding it against a pending return.
9. Order Cancellations
If you need to cancel an order, email hello@texturepass.com as soon as possible with your order number. We will attempt to cancel orders that have not yet entered processing at our fulfillment center, but cannot guarantee cancellation once processing has begun. Once an order has entered processing we are not able to cancel it, and it will need to be handled as a return after delivery.
10. Refused and Undeliverable Packages
Packages refused at delivery or returned to us as undeliverable are handled under Section 9 of our Shipping Policy. A refund issued in those circumstances excludes original shipping and handling charges.
11. Fraud and Abuse
We reserve the right to limit or refuse returns where we identify a pattern of excessive returns, returns of used product represented as unopened, or other misuse of this policy, and to close accounts engaged in such activity.
12. Contact
Return questions may be directed to:
TexturePass LLC, 418 Broadway, Suite N, Albany, NY 12207
Email: hello@texturepass.com