Questions + Answers
Returns
We’re here to help you find a routine that’s perfect for your scalp, hair, and lifestyle. Call us Monday-Friday, 11 AM - 5PM EST or send us an email at: hello@actandacre.com
+ What’s your return policy?
We stand by the quality and efficacy of our products. That being said, if something isn’t working for you, we’ll make it right.
We’ll accept any full-sized product for a return (no exchanges), as long as it’s at least half full and received within 35 days of initial purchase.
Please note the below items are final sale and not eligible for returns or exchanges.
+ Travel size items
+ Mini Essentials
+ Hair Towel
+ Comb, Gua Sha, Hair Brush and Dermastamp, Showerhead Replacement Filter
+ Tote Bag
+ Rebalancing Scent
+ Items purchased during designated sale periods or promotional partnerships
If you have any questions or need further assistance, please message us at hello@actandacre.com :)
+What’s your Plant-Based Capsules return policy?
If you are unhappy with the Plant-Based Capsules we'll refund your first order in full within 60 days of initial purchase. No return necessary. No questions asked. Keep in mind you’ll start seeing results at the 30 day mark.
+ Can I exchange my items for something else?
Unfortunately, we do not offer exchanges on any items.
To schedule a consultation, please message us at hello@actandacre.com :)
If you are still not satisfied, you can initiate a return within 35 days of receiving your order for a refund of the merchandise value!
Return Process
If you are not satisfied, you can initiate a return within 35 days of receiving your order for a refund of the merchandise value! Note that the product must be at least half full. Here’s what that process looks like:
1. Connect with Act+Acre Customer Experience
Simply send us a message at hello@actandacre.com explaining any issues— we’ll take it from there. Our Customer Care Team will be happy to assist with return requests that meet our policy requirements. Please note, we do not currently cover return costs.
2. Return Approval
Once your return is approved, our customer experience team will send the return address and any other relevant information. We can provide a return label at a cost of $5 to cover return shipping. This amount will be deducted from your refund.
Please note that original shipping costs are not included in refunds, and we only issue return labels for orders made within the US.
3. Pack your Return
Please safely pack the products and include the return form. We’d love it if you returned items in the original packaging, but products can also be packed in ____. Affix the return label to the box and ship it back to us by bringing the return to the carrier on the return label.
If you use your own return label, please save your tracking number in order to check the status of your return.
Refund Processing
It can take 7-12 business days for our fulfillment team to process a return once it's been delivered back to them.
Once your return is processed, a refund confirmation email is sent to your inbox. It can take 3-5 business days for the refund to appear back on your card.
If for any reason you don’t see your refund in that window, please email us hello@actandacre.com
Return Terms & Conditions
We monitor return and refund activity and reserve the right to limit or refuse a return or charge a return processing fee if we find that our policies have been abused. Any finding of abuse of our policies shall be in our sole discretion and is not appealable. We are not obligated to disclose our reasons and methods, other than to inform the consumer that the refund request is being refused for abuse of our return policy.
Lost or Damaged Packages
My order is covered by Route Insurance
If you select Route's Shipping Insurance, you will receive an email with instructions of how to file a claim if necessary. You can also proceed to file a claim here.
My order is not covered by Route Insurance
We are not responsible for any damage, defect, material difference or loss of orders that are not covered by Route insurance during checkout. We are unable to offer replacements or refunds for orders that were not insured.