Refund policy
Arsen Gurgov Collection
Return & Refund Policy
Effective Date: September 1, 2026
Last Updated: September 1, 2026
At Arsen Gurgov Collection, we want our customers to shop with confidence. We also take product quality, hygiene, safety, and inventory integrity seriously.
Please review this Return & Refund Policy carefully before making a purchase.
IMPORTANT RETURN CONDITIONS
Products are eligible for return only if they have NEVER BEEN USED and otherwise satisfy all requirements of this Policy.
The buyer is responsible for all return shipping costs and return-related fees. Original shipping, delivery, handling, and expedited-shipping charges are non-refundable. If an order received free shipping, the actual outbound shipping cost may be deducted from the refund where permitted by law.
Once a product has been used, it is not eligible for return, refund, or exchange, except where applicable law requires otherwise.
1. 30-DAY RETURN PERIOD
Unless a product is identified as Final Sale or subject to a different return period on its product page, an eligible return must be initiated within 30 days of confirmed delivery.
A return request submitted after the applicable return period may be declined.
Authorization to return merchandise does not guarantee that a refund will be issued. All returned merchandise remains subject to inspection after receipt.
2. UNUSED PRODUCTS ONLY
A product is eligible for return only if it has never been used in any manner.
For purposes of this Policy, a product is considered used if it has been:
- Used;
- Worn;
- Tested;
- Tried;
- Sampled;
- Applied;
- Installed;
- Operated;
- Washed;
- Altered;
- Modified;
- Contaminated; or
- Otherwise put into use in any way.
Using a product only once, briefly testing it, or trying it does not qualify the product as unused.
To be eligible for return, merchandise must also:
- Be in its original condition;
- Be clean and undamaged;
- Include all original packaging;
- Include all original tags and labels;
- Include all accessories, manuals, inserts, components, and promotional materials originally supplied with the item; and
- Have all applicable security, hygiene, protective, and tamper-evident seals intact.
If we determine that a returned product has been used in any manner, the return may be denied.
3. OPENED OR UNSEALED PRODUCTS
Where packaging, sealing, or wrapping is intended to protect product hygiene, safety, quality, authenticity, or resale condition, opening or breaking that packaging or seal may make the product non-returnable even if the customer states that the product was never used.
This may apply to, among other things:
- Hair-care products;
- Skincare products;
- Cosmetics;
- Beauty products;
- Personal-care products;
- Hygiene products;
- Brushes;
- Applicators;
- Grooming products;
- Sealed tools;
- Accessories with protective packaging; and
- Other products for which opening the packaging affects hygiene, safety, quality, or resale condition.
A product with a broken, removed, altered, or missing safety, hygiene, or tamper-evident seal may be treated as Final Sale.
4. PROOF OF PURCHASE
All returns require a valid Arsen Gurgov Collection order number, receipt, or other acceptable proof of purchase.
We reserve the right to verify the purchase and transaction before approving a return.
Products purchased from another retailer, marketplace, distributor, reseller, or third party are not eligible for return to Arsen Gurgov Collection and must generally be returned through the original place of purchase.
5. FINAL SALE AND NON-RETURNABLE ITEMS
The following products are not eligible for return, refund, or exchange except where otherwise required by applicable law:
- Any product that has been used;
- Opened beauty products where packaging integrity is required;
- Opened cosmetics;
- Opened skincare products;
- Opened hair-care products;
- Opened personal-care or hygiene products;
- Products with broken or removed safety or hygiene seals;
- Products marked Final Sale;
- Gift cards;
- Customized merchandise;
- Personalized merchandise;
- Monogrammed merchandise;
- Special-order merchandise;
- Perishable products;
- Products damaged after delivery;
- Products altered or modified after delivery;
- Products contaminated after delivery;
- Products missing original packaging or required components; and
- Products otherwise identified as non-returnable before purchase.
6. TOOLS, DEVICES, APPLIANCES, AND ELECTRONICS
Tools, electrical devices, appliances, styling equipment, electronics, and similar products may be subject to additional restrictions or a shorter return period when disclosed on the applicable product page.
Unless otherwise expressly stated, any such product that is eligible for return must:
- Be completely unused;
- Be undamaged;
- Remain in its original packaging;
- Include all manuals, inserts, accessories, cables, parts, warranties, and components; and
- Otherwise satisfy every requirement of this Return & Refund Policy.
A tool or device that has been plugged in, powered on, installed, tested, operated, or otherwise used may be considered used and therefore non-returnable.
7. SALE, DISCOUNTED, AND PROMOTIONAL ITEMS
Products purchased using a coupon, promotional code, sale price, or other discount remain subject to this Return Policy unless the product was clearly identified as Final Sale or otherwise non-returnable before purchase.
Final Sale merchandise cannot be returned or exchanged except where required by applicable law.
8. HOW TO REQUEST A RETURN
Before returning any merchandise, contact: Salon@arsengurgov.com Please provide:
- Your full name;
- Order number;
- Product you wish to return;
- Reason for the requested return; and
- Photographs or other information if requested.
Please do not send merchandise back without first receiving return instructions.
A return authorization simply allows the item to be sent to us for inspection. It does not constitute approval of a refund.
9. RETURN INSPECTION
All returned merchandise may be inspected before any refund is approved.
We may deny a return if we reasonably determine that the merchandise:
- Has been used;
- Has been tested or tried;
- Was opened where sealed packaging was required;
- Shows wear;
- Shows signs of application or installation;
- Has been washed;
- Has been altered;
- Has been damaged;
- Has been contaminated;
- Is missing original packaging;
- Is missing accessories, components, labels, or documentation;
- Has a broken or removed seal;
- Is not the same merchandise originally purchased; or
- Otherwise fails to comply with this Policy.
If a return does not qualify, we may decline the refund and, where appropriate, make the merchandise available to be returned to the customer at the customer's expense, subject to applicable law.
10. RETURN SHIPPING AND SHIPPING FEES
The buyer is responsible for all return shipping costs, shipping fees, and return-related expenses.
This includes, where applicable:
- Return postage;
- Carrier charges;
- Packaging;
- Insurance;
- Tracking;
- Signature confirmation;
- Transportation expenses; and
- Other fees associated with returning the merchandise.
Arsen Gurgov Collection does not provide free return shipping and does not reimburse return shipping expenses, except where we expressly agree otherwise or applicable law requires otherwise.
The buyer is responsible for ensuring that merchandise is securely packaged and successfully delivered back to us.
We strongly recommend using a trackable and insured shipping method.
Arsen Gurgov Collection is not responsible for return packages that are lost, stolen, misdirected, delayed, or damaged while being transported back to us, except to the extent applicable law provides otherwise.
11. ORIGINAL SHIPPING, DELIVERY, AND HANDLING FEES
Original shipping, delivery, handling, expedited-delivery, and similar charges are non-refundable, except where required by applicable law or where Arsen Gurgov Collection expressly determines otherwise.
If an order qualified for free shipping, the customer did not necessarily eliminate the actual cost of shipping the order.
Where permitted by applicable law and properly disclosed, the actual outbound shipping cost incurred by Arsen Gurgov Collection may be deducted from the refund of an otherwise eligible return.
The buyer therefore remains responsible for applicable shipping costs associated with both the original shipment and the return.
12. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Customers should inspect merchandise promptly after delivery.
If you believe that you received:
- The wrong item;
- An item damaged in transit;
- A materially defective product; or
- An incomplete order,
please contact: Salon@arsengurgov.com Please provide your order number and clear photographs of:
- The merchandise;
- The packaging;
- The shipping carton;
- The shipping label; and
- The claimed damage or defect.
We may request additional information reasonably necessary to investigate the claim.
Depending on the circumstances, we may provide a replacement, refund, credit, return label, other instructions, or another appropriate remedy.
Nothing in this section limits any rights or remedies that cannot legally be waived.
13. REFUNDS
If a return is approved after inspection, the applicable refund will generally be issued to the original method of payment.
Any non-refundable charges or properly disclosed deductions may be deducted before the refund is issued. This may include, where applicable:
- Original shipping charges;
- Delivery charges;
- Handling charges;
- Expedited-shipping charges;
- Actual outbound shipping costs on qualifying free-shipping orders; and
- Other amounts properly chargeable under this Policy and applicable law.
Once we submit an approved refund, processing times are controlled by the customer's bank, credit-card company, Amazon Pay, PayPal, or other payment provider.
We cannot guarantee the date on which a financial institution or payment provider will post the refund to the customer's account.
14. EXCHANGES
Direct exchanges are not guaranteed.
Where appropriate, we may require the customer to return an eligible item in accordance with this Policy, receive an applicable refund, and place a new order for the replacement product.
Availability of replacement merchandise is not guaranteed.
15. ORDER CANCELLATIONS
We process orders as promptly as reasonably possible.
An order may be canceled only if the cancellation request is received and successfully processed before the order enters fulfillment, processing, or shipment.
Submitting a cancellation request does not guarantee that an order can be canceled.
Once an order has entered fulfillment or has shipped, it generally cannot be canceled and will instead be subject to this Return & Refund Policy.
16. REFUSED, UNCLAIMED, AND UNDELIVERABLE PACKAGES
Customers are responsible for providing complete and accurate shipping information.
If an order is returned because of:
- An incorrect address supplied by the customer;
- An incomplete address;
- Refusal of delivery;
- Failure to retrieve or claim a package;
- Repeated unsuccessful delivery attempts;
- Failure to provide information required by the carrier; or
- Another circumstance not attributable to Arsen Gurgov Collection,
the customer remains responsible for applicable shipping and carrier charges.
Any eligible refund may be reduced by original shipping charges, return-to-sender charges, carrier charges, or other applicable transportation costs to the extent permitted by law.
17. LOST, STOLEN, OR MISDELIVERED PACKAGES
If carrier tracking indicates that an order was delivered but you cannot locate the package, please contact us promptly.
We may assist with a carrier inquiry where reasonably possible.
Carrier tracking records, delivery photographs, signature information, GPS or delivery confirmation information made available by the carrier, and other relevant documentation may be considered when evaluating a claim.
Nothing in this section eliminates any consumer rights that cannot legally be waived.
18. GIFTS WITH PURCHASE, BUNDLES, AND PROMOTIONAL ITEMS
If a purchase qualified for:
- A complimentary product;
- Gift with purchase;
- Promotional merchandise;
- Bundle discount;
- Buy-one-get-one promotion; or
- Similar benefit,
all applicable promotional merchandise may be required to be returned with the qualifying purchase.
If a promotional item is not returned, we may adjust an otherwise eligible refund to account for the value of the promotion where properly disclosed and permitted by law.
19. RETURN FRAUD AND ABUSE
To protect our customers, vendors, inventory, and business, Arsen Gurgov Collection reserves the right, to the extent permitted by law, to investigate and restrict returns when we reasonably identify:
- Fraud;
- False return claims;
- Merchandise substitution;
- Used merchandise represented as unused;
- Altered merchandise;
- Counterfeit or substituted products;
- Excessive or unusual return activity;
- Promotional abuse;
- Chargeback abuse; or
- Other misuse of our return process.
We may maintain reasonable transaction and return records for fraud prevention, security, legal, and business purposes.
20. CUSTOMER RESPONSIBILITY BEFORE PURCHASE
Customers are responsible for reviewing available product information before completing a purchase, including where applicable:
- Product description;
- Size;
- Dimensions;
- Color;
- Ingredients;
- Specifications;
- Compatibility;
- Directions;
- Warnings; and
- Other relevant information.
A change of mind, preference, or mistaken selection does not eliminate the requirements of this Return Policy.
The merchandise must still be completely unused and otherwise eligible for return.
21. THIRD-PARTY PURCHASES
This Policy applies only to eligible products purchased directly from Arsen Gurgov Collection through our website or another sales channel where this Policy expressly applies.
Products purchased through another retailer, marketplace, reseller, distributor, or third-party merchant are governed by that seller's return policy.
22. PAYMENT DISPUTES AND CHARGEBACKS
If there is an issue with an order, we encourage customers to contact us first at: Salon@arsengurgov.com so that we have an opportunity to investigate and, where appropriate, resolve the matter.
Nothing in this Policy restricts a customer from exercising a lawful right to dispute a transaction.
In connection with a payment dispute or chargeback, Arsen Gurgov Collection may provide payment processors, banks, card networks, Amazon Pay, or other relevant parties with documentation concerning the transaction, including:
- Order records;
- Shipping records;
- Tracking information;
- Delivery confirmation;
- Customer communications;
- Applicable policies; and
- Other information relevant to the dispute.
23. APPLICABLE LAW
This Return & Refund Policy is intended to operate consistently with applicable federal, state, and local law.
Nothing in this Policy is intended to waive, eliminate, or restrict any consumer right or remedy that cannot lawfully be waived.
If any provision of this Policy is determined to conflict with applicable law, that law will control only to the extent of the conflict, and the remainder of this Policy will continue to apply to the fullest extent permitted by law.
24. CHANGES TO THIS POLICY
We may modify this Return & Refund Policy from time to time to reflect changes in our products, business practices, shipping arrangements, technology, or applicable requirements.
The version applicable to a transaction will generally be the version presented or made available to the customer at the time of purchase, subject to applicable law.
The Last Updated date at the beginning of this Policy will indicate when the Policy was most recently revised.
25. WRITTEN COPY OF POLICY
A written copy of this Return & Refund Policy is available upon request.
To request a copy, contact: Salon@arsengurgov.com
26. CONTACT US
For questions regarding a return, refund, exchange, or order, please contact:
Arsen Gurgov Collection
940 3rd Avenue, 4th Floor
New York, NY 10022
Email: Salon@arsengurgov.com
Website: shoparsengurgov.com
SHORT NOTICE TO PLACE NEAR CHECKOUT
30-Day Returns - Unused Products Only. Products must be completely unused and satisfy our Return & Refund Policy to qualify for return. Buyer is responsible for return shipping and related fees. Original shipping, delivery, handling, and expedited-shipping charges are non-refundable. Additional restrictions apply to opened, sealed, hygiene-sensitive, Final Sale, customized, and certain other merchandise.
