Refund policy

Last updated: October 19, 2026

180-day money-back guarantee

DHT Defense Hair Oil comes with a 180-day money-back guarantee. Hair grows slowly, so we give you enough time to use it consistently and see real results. If you are not satisfied, use our contact form at https://www.grayashe.ca/pages/contact within 180 days of delivery and include your order number. We will refund the product price of your Hair Oil purchase to your original payment method.

The guarantee covers the 120 mL DHT Defense Hair Oil, as a single bottle or multi-bottle supply, including the Hair Oil in the Complete Oil Routine, purchased directly from grayashe.ca.
The 50 mL Hair Oil trial bottle is not covered by the money-back guarantee. The 7-day change-of-mind return below still applies to it.
Opened and used bottles are covered. You do not need to send the product back.
Original shipping charges, including an Express upgrade and prepaid U.S. duties, are not refunded under the guarantee.
One guarantee claim per customer.

The guarantee is in addition to the 7-day change-of-mind returns described below and does not affect your statutory rights.

7-day return requests

For a change-of-mind return, use our contact form at https://www.grayashe.ca/pages/contact within 7 calendar days after delivery. Include your order number, the item you wish to return, and the reason for your request. Please contact us before sending anything back so we can confirm eligibility and provide return instructions.

Personal-care hygiene conditions

Change-of-mind returns must be unopened, unused, and in their original packaging, with any original seals intact. Opened or used oils cannot be accepted for change-of-mind returns for hygiene reasons. A receipt or other proof of purchase is required. These conditions do not apply to the 180-day money-back guarantee on DHT Defense Hair Oil, and do not restrict remedies for goods that are damaged, defective, incorrect, or otherwise covered by consumer protection law.

Damaged, defective, or incorrect items

Inspect your order when it arrives and contact us promptly if it is leaking, damaged, defective, or incorrect. Include your order number and a description of the problem; photographs of the item and packaging can help us assess it. Keep the product and packaging until we provide instructions, where safe to do so. We will work with you on the appropriate remedy, including replacement or refund where applicable. The 7-day change-of-mind window and unopened-item condition do not override your statutory rights.

Return shipping and fees

For an approved change-of-mind return, you must arrange and pay for return shipping. A prepaid return label or return-shipping reimbursement is not included. Original shipping charges, including an Express upgrade, are not refunded for a change-of-mind return unless required by law. We do not charge a restocking fee. If we supplied a damaged, defective, or incorrect item, we will provide instructions and cover reasonable return shipping where a return is required. Do not incur return costs for such an issue before contacting us.

U.S. orders: duties included

For U.S. orders, U.S. duties, tariffs, customs processing and brokerage fees are prepaid by Gray & Ashe and included in the shipping charge. You should not be asked to pay anything on delivery. If a carrier asks you for an import charge on a U.S. order, do not pay it; contact us with your order number and we will resolve it. Prepaid duties and fees on a delivered order are not refundable for a change-of-mind return or under the money-back guarantee unless required by law.

Other international orders, duties and refused shipments

For orders shipped outside Canada and the United States, the recipient is responsible for duties, import taxes, customs brokerage or clearance charges, and other government or carrier fees. These amounts are not included in the product price or shipping charge and are not collected by Gray & Ashe at checkout. Charges paid directly to a carrier or authority are not received by Gray & Ashe and cannot be refunded by us.

Refusing delivery or failing to pay an import charge does not cancel the order and may cause the shipment to be delayed, returned, abandoned, or disposed of. Unless required by law or the issue resulted from our error, an eligible refund will be considered only after the goods are returned to and inspected by Gray & Ashe. Original shipping charges are non-refundable, and any return, recovery, storage, disposal, duty, tax, brokerage, clearance, or carrier charge billed to Gray & Ashe may be deducted from the refund. If the goods are not returned to us, a refund may not be available.

Bundles

For a change-of-mind return of the Complete Oil Routine duo, both products must be returned together and satisfy the unopened and unused conditions. Partial change-of-mind bundle returns are not offered. Under the 180-day money-back guarantee, the refund covers the Hair Oil portion of the bundle. If only one item is damaged, defective, or incorrect, contact us so we can resolve that item appropriately; you do not lose your legal remedies because it was purchased in a bundle.

Refunds

After receiving and inspecting an approved return, or approving a money-back guarantee claim, we will notify you of the outcome. Approved refunds are issued to the original payment method. Your bank or payment provider may take additional time to post the credit. If you are waiting for a refund, use our contact form at https://www.grayashe.ca/pages/contact with your order number. Any refund deadline required by applicable law takes precedence.

Exchanges and cancellations

Contact us before fulfillment if you need to cancel or change an order. We will try to accommodate the request before dispatch. For an eligible change-of-mind exchange, contact us to arrange a return and place a separate order for the replacement item. Availability is not guaranteed until that order is confirmed.

Your legal rights

This policy provides our voluntary money-back guarantee and change-of-mind return terms in addition to rights available under applicable law. It does not exclude mandatory warranties or remedies for defective or misdescribed goods, non-delivery, or other circumstances protected by law.