Returns and refunds policy

Last updated: November 8, 2026

60-day satisfaction guarantee

If an eligible product does not satisfy you, you can contact us within 60 days of the delivery of the order. In a multi-unit pack, the commercial guarantee applies to one opened or tried unit only. Additional units that were opened are not eligible for a refund under this guarantee.

The refund amount for an eligible unit is calculated by the price attributed to it in the offer or in the order confirmation. If no separate unit price was shown, the price paid for the pack is divided proportionally between the units.

NovaHair shade exchange

If the NovaHair shade you chose does not suit you, contact us within 30 days of the delivery of the order. Tell us how many bottles you would like to exchange and for which shade. If you already gave us these details in a conversation, there is no need to send them again.

Under the shade-matching route we can send you a replacement shade once per customer, up to two bottles in total, and no more than the number of bottles you bought. The replacement bottles are free of charge, with a reduced contribution of ₪19 for one shipment. You keep the bottles you already have and do not need to return them. You can contact us even if you have tried the shade; there is no need to open another bottle for us to handle the request.

Once we agree the quantity and the shade with you, we will send you a personal payment link. Preparation of the shipment starts after the payment is confirmed. The shipment uses the delivery type of the original order, and the estimated delivery time is two to three weeks. A request for more than two bottles or for a further adjustment is considered separately, and the terms are given to you before any payment.

This route is for adjusting a chosen shade. It does not replace the handling of a defective product, a wrong product, a non-conformity, a reaction to the product or non-delivery. The 60-day guarantee and your other rights are kept. If better terms were already promised to you in a conversation or when you ordered, we will honor them.

How to contact us

For fast handling, contact us through Help with an existing order (in Hebrew) or at support@tigerbrandsglobal.com, with your name, order number and a short description of the request. For a defective, wrong or missing product, we may ask for a reasonable photo of the product, the packaging or the label to check the case.

Sealed bottles: refund without sending anything back

There is no need to send the bottles back. For every bottle that stayed sealed you receive the proportional part you paid for it, less ₪29.99 for shipping, once per order. Instead of a return shipment we ask for a short video in which the sealed bottles are emptied, and the refund is issued after we receive it.

Do not send a product back unless we have asked you to in writing. Do not send products to the business correspondence address.

Cancelling an order that has already shipped

Our orders are shipped directly from the warehouse abroad, and the international shipping cost and the international payment processing fees are already paid on the day the parcel leaves. Therefore, if you cancel an order that has already left the warehouse and has not yet been delivered, for a reason other than a defect, a non-conformity or non-delivery, the refund is the order price less the shipping cost paid for the parcel and the international payment processing fees paid on the payment.

If the parcel has already reached you, the section "Sealed bottles: refund without sending anything back" applies. If the parcel has not yet been delivered, you can refuse to accept it from the courier, and there is no need to send anything.

Defect, non-conformity and non-delivery

A request for a return, a refund or a cancellation is handled according to the circumstances and this policy. Rights relating to a defect, a non-conformity, a wrong product or non-delivery are not limited by the commercial guarantee.

Full terms: Returns and exchanges (in Hebrew).