Questions + Answers
Returns
We’re here to help you find a routine that’s perfect for your scalp, hair, and lifestyle. We stand by the quality and efficacy of our products. If something isn’t working, we’ll make it right. Call us Monday-Friday, 11 AM - 5PM EST or send us an email at: hello@actandacre.com
Return Eligibility
+ More than 50% of the original product must remain.
+ This requirement applies to all individual products, systems, and promotional offers.
+ Refund requests must be submitted within 35 days of the original purchase date.
+ Refund eligibility applies to the first purchase of a given SKU per customer. Subsequent purchases of the same item are not eligible for refund unless the product is damaged or defective.
+ If a set or bundle is purchased and only certain items meet the 50% threshold, only those eligible items will be refunded.
+ Original shipping fees are non-refundable.
+ A $5 return shipping fee applies to U.S. returns when a prepaid label is used (deducted from the refund).
We reserve the right to refuse returns or limit refund eligibility in cases of repeated, excessive, or cross-product return activity.
Final Sale / Non-Returnable Items
Please note the below items are final sale and not eligible for returns or exchanges.
+ Travel/mini size items
+ Mini Essentials (all mini formats)
+ Scalp Discovery Set
+ Hair Towel
+ Tools and accessories, including: Detangling Comb, Detangling Brush, Scalp Gua Sha, Scalp Dermastamp, Showerhead, Showerhead Replacement Filter
Exchanges
+ We do not offer direct exchanges.
+ Customers may request a refund (if eligible) and place a new order, or contact Customer Experience to explore alternative solutions.
+ Exchanges may be approved at the discretion of our Customer Experience team. If approved, the customer is responsible for any price difference and applicable shipping fees.
Thick + Full Capsules
+ Eligible for a refund within 35 days of purchase.
+ No return required.
+ One refund per customer
Welcome Kit
The Welcome Kit is covered by our 90-day money-back guarantee. This includes our promotional offer of the Thick + Full Hair System kit with a free Microfiber Hair Towel, Travel Size Cell Scalp Serum and Scalp Dermastamp.
+ Refund requests must be submitted within 90 days of the original purchase date
+ Complimentary items included with the kit do not need to be returned, including the Microfiber Hair Towel, Travel Size Stem Cell Scalp Serum, and Scalp Dermastamp.
+ Limited to one Welcome Kit refund per customer.
+ Original shipping fees are non-refundable.
+ A $5 return shipping fee applies to U.S. returns when a prepaid label is used (deducted from the refund)
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 not required. 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.