If you're unable to process your payment, it may be due to one of the following reasons:

1. Your card is not enabled for online purchases.
2. Your card is restricted for international transactions.
3. The card has expired.
4. Insufficient funds in your account.
5. New security protocols require verification for online payments.

To resolve these issues, we recommend checking your online banking settings or contacting your bank's customer service to ensure your card is valid for this type of transaction.

If the issue persists and appears to be on our end, please reach out to Hairgenetix Customer Support, and we’ll be happy to assist you.

Hairgenetix accepts the following payment methods for all purchases:

• American Express
• Mastercard
• Visa
• PayPal

For one-time purchases only (not subscriptions), we also accept:

• Apple Pay
• Google Pay
• iDeal (available via mobile platform)
• Bancontact
• MobilePay (available for DK store)

Once an order has been fulfilled, it is unfortunately not possible to change the shipping address.

If you have a subscription, you can update your delivery address through your customer portal for future shipments. A pre-alert is typically sent 5 days before fulfillment, giving you the opportunity to review and update your shipping details if needed.

If you require further assistance, please contact Hairgenetix Customer Support as soon as possible.

If you have a subscription, you’ll need to create your customer account using the same email address you used when placing your subscription order. This ensures you can access and manage your subscription details.

To set up your account, simply click on the "Create Account" button and register using the exact same email associated with your purchase.

Important:

• Make sure to use the same email you used for your subscription.
• Ensure you are on the correct regional website (Global, UK, Denmark, Germany, Australia, or US) to access your order history.

Creating an account allows you to manage your subscription, update details, and streamline future orders without needing to re-enter payment information. If you need assistance, please contact Hairgenetix Customer Support.

To update your subscription delivery date, follow these simple steps:

1. Log into your account (Click here to access your account)
2. Select the subscription you wish to modify
3. Click on the ‘Subscription Settings’ dropdown menu
4. Select ‘Change Delivery’ and update your preferred shipment date

To change how often you receive your subscription order, follow these steps:

1. Log into your account (Click here to access your account)
2. Select the subscription you want to update
3. Click on the ‘Subscription Settings’ dropdown menu
4. Select ‘Change Frequency’ and choose your preferred delivery schedule

We’re sorry to hear you’re considering pausing or canceling your subscription! If you have excess Hair Growth Serum, please note that our formula is designed to last approximately 3 years.

If you still wish to cancel, please follow these steps:

1. Log into your account (Click here to access your account)
2. Select the subscription you wish to modify
3. Open the ‘Subscription Settings’ dropdown menu
4. Choose ‘Pause’ to keep your subscription benefits and pricing

To update the products in your subscription, including adjusting bottle sizes, follow these steps:

1. Log into your account (Click here to access your account)
2. Select the subscription you want to modify
3. Click on the ‘Subscription Settings’ dropdown menu
4. Select ‘Change Product’ and choose the product you’d like to switch to

To update your payment details, follow these steps:

1. Log into your account (Click here to access your account)
2. Open the ‘Subscription Settings’ dropdown menu
3. Select ‘Change Payment Option’
4. Click on the card you wish to update
5. You will receive an email with a link to update your payment method

A Hairgenetix subscription offers a convenient and cost-effective way to ensure you never run out of your hair growth serum, without the hassle of reordering every time.

Key benefits include:

• 15% discount on all subscription orders
• Flexible delivery schedule – adjust your resupply frequency to fit your needs (default is every 30 days)
• Easily manage your subscription – add or remove products, skip shipments, or change delivery dates at any time
• Cancel anytime – no long-term commitment

You’ll receive a notification email 5 days before each order is processed. However, if you manually update your next charge date after receiving the notification, no additional reminder will be sent before the new charge date.

At Hairgenetix, we’re committed to providing sustainable results through high-quality products, easy subscription management, and a seamless customer experience.

La formule "1 mois" comprend une boîte de sérum de croissance capillaire (5 flacons par boîte), tandis que la formule "3 mois" comprend trois boîtes, ce qui permet de disposer d'un stock plus important en une seule commande.

Le sérum de croissance capillaire Hairgenetix Advanced a une durée de conservation de 3 ans, ce qui garantit une utilisation prolongée. Cependant, une utilisation constante, régulière et hebdomadaire est essentielle pour obtenir les résultats escomptés.

Pour les commandes d'abonnement :

• En choisissant l'abonnement "1 mois", vous recevrez chaque mois une boîte de Sérum de croissance avancé pour les cheveux.
• En choisissant l'abonnement "3 mois", vous recevrez trois boîtes de sérum de croissance capillaire avancé tous les trois mois.

Cela vous permet de choisir l'option qui correspond le mieux à votre routine et à votre convenance.

Besoin de modifier votre commande ?
Une fois qu'une commande est passée, les modifications ne peuvent être effectuées qu'une fois qu'elle a été prélevée par notre équipe de traitement et qu'un numéro de suivi lui a été attribué. Une fois la commande traitée, vous recevrez un courriel de confirmation d'expédition (distinct du courriel de confirmation de votre commande). Après cette étape, il n'est plus possible de modifier la commande.

Besoin d'annuler une commande ?
Une fois la commande expédiée, il n'est plus possible de l'annuler. Toutefois, une fois que vous avez reçu la commande, vous pouvez la retourner dans son état d'origine, non ouverte et revendable, pour un remboursement complet. Pour plus de détails sur les modalités de retour d'une commande, veuillez consulter la FAQ "Comment retourner une commande ? ou à notre politique de livraison et de retour.

Vousavez fait une erreur ?
Nous comprenons que des erreurs peuvent se produire ! Notre priorité est de veiller à ce que votre commande arrive correctement et le plus rapidement possible. En cas de problème avec votre envoi, veuillez contacter le service clientèle de Hairgenetix, et nous ferons de notre mieux pour vous aider.

Orders shipped to non-EU countries may be subject to import surcharges, including duty fees and import taxes, which are collected upon delivery. These charges are determined by factors such as item price, weight, dimensions, country of origin, and local regulations.

However, we either cover or have agreements in place to waive duty fees for the following countries:
🇨🇦 Canada | 🇿🇦 South Africa | 🇻🇳 Vietnam | 🇯🇵 Japan | 🇳🇴 Norway | 🇨🇭 Switzerland | 🇬🇧 United Kingdom | 🇺🇸 United States | 🇦🇺 Australia | 🇮🇸 Iceland

Please note that courier providers may charge administrative fees for processing customs clearance. While Hairgenetix covers the shipping cost, any additional fees incurred during transit are not covered.

Hairgenetix products are shipped from The Netherlands, and as a result, they are registered under specific EU Trade Agreements, exempting certain countries from duty fees.

For UK residents, orders above the £135 threshold qualify for duty-free entry on all Danish-produced items. However, customers may still be responsible for domestic VAT and administrative fees upon delivery.

Orders from the Hairgenetix warehouse are typically picked up at the following times (Central European Standard Time - CEST):

EU & International Orders:

📦 Standard Shipping: 3:00 p.m. – 4:00 p.m. (Monday – Friday)
🚀 DHL Express: 2:00 p.m. – 4:00 p.m. (Monday – Friday)

Important: If your subscription order is scheduled for a weekend with no pickup, we recommend adjusting your shipping date to a weekday to avoid delays and ensure you receive your new supply on time.

Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking link. This link allows you to monitor the progress of your delivery in real-time.

On the tracking page, you can click on the courier name below the 'Parcel Status' logo for more detailed updates on the whereabouts of your package.

If you need further assistance, please contact Hairgenetix Customer Support.

Once an order has been placed, the shipping address can only be changed if the order has not yet been processed by our fulfillment team.

If your order has already been fulfilled and assigned a tracking number, it is no longer possible to modify the shipping address.

For subscription orders, you can update your delivery address through your customer portal to ensure future shipments are sent to the correct location.

If you need assistance, please contact Hairgenetix Customer Support as soon as possible

While we strive to deliver your order as quickly as possible, unforeseen delays may occur due to factors such as customs processing, severe weather, or local courier disruptions.

We sincerely apologize for any inconvenience this may cause. If your package is delayed, please feel free to contact Hairgenetix Customer Support for an update on your shipping status. While some delays may be beyond our control, we will do our best to assist you and accommodate your situation.

Unfortunately, once a shipping method has been selected, it cannot be changed.

Currently, the only way to change the delivery method is to cancel the existing subscription and create a new one with the preferred shipping option.

To update your subscription delivery date, follow these steps:

1. Log into your account (Click here to access your account)
2. Select the subscription you want to update
3. Click on the ‘Subscription Settings’ dropdown menu
4. Select ‘Change Delivery’ and choose your new shipment date

Under EU law, customers have the right to return any product within 14 days of purchase. However, the product must be in its original, unopened, and resalable condition to qualify for a full refund.

Please note:

• Opened or used products are not eligible for return.
• Original shipping costs are non-refundable, and customers are responsible for any return shipping fees or handling charges.

Return Process by Country

Hairgenetix currently provides return forms for the following countries, with return costs listed in the form description. Payment can only be made via debit or credit card:

🇦🇹 Austria – Österreichische Post
🇧🇪 Belgium – Bpost
🇨🇿 Czechia – DPD
🇩🇰 Denmark – DAO, Bring, Postnord
🇫🇮 Finland – Posti
🇫🇷 France – Colis Privé
🇩🇪 Germany – Deutsche Post, Hermes
🇬🇷 Greece – Taxidromiki
🇭🇺 Hungary – DPD
🇮🇪 Ireland – An Post
🇮🇹 Italy – Poste Italiane
🇱🇺 Luxembourg – Deutsche Post
🇳🇱 Netherlands – PostNL
🇵🇱 Poland – DPD
🇵🇹 Portugal – Tourline
🇸🇰 Slovakia – DPD
🇪🇸 Spain – Correos
🇸🇪 Sweden – Bring
🇬🇧 United Kingdom – Royal Mail

Returning an Order from Other Countries

If your country is not listed above, you must return your order via a local post office or a courier service that can ship to Denmark.

Return Address:
Noordzijde 225, 1064MD, Amsterdam, The Netherlands

Important: Returned packages remain the customer's responsibility until they are received at Hairgenetix facilities.

For further assistance, please contact Hairgenetix Customer Support or visit our Delivery & Return Policy.

If you received an unintentional order, it may be due to an active subscription.

To manage or cancel your subscription, log into your customer account, where you can:

• Skip a shipment
• Adjust the delivery frequency
• Change the next scheduled date
• Deactivate the subscription

Don’t have a customer account?
No problem! Contact Hairgenetix Customer Support, and one of our team members will be happy to assist you with cancellations or unwanted orders.

For contact details, check the bottom of the page or visit the ‘Customer Account’ section in the navigation bar for more information.

We sincerely apologize if your order arrived damaged or if you received the wrong product. While rare, these incidents can happen.

To help us resolve the issue quickly, please provide photo evidence of the damaged or incorrect product. This allows us to assess the situation and improve our delivery process.

Simply reach out to Hairgenetix Customer Support, and we’ll be happy to compensate you for the damage or mistake. We appreciate your patience and are here to make things right!

Yes, experiencing a tingling or mild burning sensation during and after Hairgenetix Hair Mesotherapy is completely normal. This occurs due to the microneedling process and the active ingredients in the serum stimulating blood circulation and hair follicles.

The intensity of the sensation varies from person to person, depending on skin sensitivity, needle depth, and serum absorption. Some users may experience temporary redness, warmth, or mild soreness, which typically subsides within a few hours.

If discomfort persists for an extended period or becomes too intense, discontinue use and consult a medical professional before continuing treatment.

For best results, the Hairgenetix Mesotherapy should be applied to towel-dried, blow-dried, or dry hair. Applying it to soaked or very wet hair may dilute the serum, causing it to become runny and reducing its concentration on the targeted areas.

To ensure maximum absorption and effectiveness, make sure your scalp is clean and slightly dry before application.

La mésothérapie Hairgenetix doit être appliquée chaque semaine en utilisant la dose recommandée (1 flacon de sérum de croissance capillaire avancée par séance). Bien que de nombreux utilisateurs préfèrent l'appliquer avant de se coucher pour lui permettre d'agir et d'être absorbé pendant au moins 6 heures, cela n'est pas nécessaire.

Bien que recommandé, il n'est pas nécessaire de se laver les cheveux ou de prendre une douche avant l'application, mais il est important de s'assurer que les cheveux et le cuir chevelu sont propres et secs pour une absorption optimale.

Oui, vous pouvez effectuer plus d'une séance de mésothérapie par semaine pour améliorer vos résultats. Cependant, nous vous recommandons de respecter un intervalle d' au moins 2 à 3 jours entre les séances afin de laisser à votre cuir chevelu le temps de récupérer.

Une utilisation excessive peut provoquer une irritation ou une sensibilité excessive, il est donc important d'être à l'écoute de votre cuir chevelu et de l'ajuster en conséquence. Pour de meilleurs résultats, il est recommandé de combiner la mésothérapie avec l'utilisation quotidienne du sérum aux peptides de cuivre Hairgenetix afin de favoriser la stimulation continue des follicules pileux.

Our products do not contain any known endocrine disruptors and should generally be safe to use during pregnancy, while trying to conceive, or while breastfeeding. However, we have not conducted specific clinical trials on pregnant or breastfeeding individuals.

If you have any concerns, we strongly recommend consulting your healthcare provider for personalized advice before starting mesotherapy treatments.

Oui, la mésothérapie peut être efficace à tout âge, car elle stimule les follicules pileux, améliore la circulation sanguine et apporte des nutriments essentiels au cuir chevelu. Cependant, le taux de repousse des cheveux peut varier en fonction de facteurs tels que l'âge, la génétique, l'équilibre hormonal et la santé générale du cuir chevelu.

Pour obtenir les meilleurs résultats, il est essentiel d'intervenir rapidement :plus tôt on s'attaque à l'éclaircissement des cheveux, meilleurs sont les résultats. Même à un stade avancé de la perte de cheveux, la mésothérapie peut renforcer les cheveux existants, améliorer la santé du cuir chevelu et ralentir l'amincissement.

Non, la mésothérapie n'enlève ni ne modifie la couleur naturelle des cheveux. Le traitement stimule les follicules pileux, améliore la santé du cuir chevelu et favorise la croissance des cheveux, mais il n'affecte pas la production de mélanine, qui détermine la couleur des cheveux.

Cependant, si la perte de cheveux est due au vieillissement ou à des changements hormonaux, la nouvelle repousse peut apparaître dans une teinte légèrement différente en raison de facteurs biologiques naturels, et non à cause de la mésothérapie elle-même.

Yes, you can gently towel-dry your hair after a mesotherapy session. However, we recommend avoiding heat styling tools like blow dryers, straighteners, or curling irons immediately after treatment, as your scalp may be more sensitive.

For best results, allow the serum to fully absorb into the scalp before applying any hair products or exposing your hair to excessive heat.

It is best to avoid using hairstyling products such as oils, gels, or wax immediately after a mesotherapy session. Since the scalp is more sensitive and the serum needs time to fully absorb, applying styling products too soon may interfere with absorption and could potentially cause irritation.

For best results, wait at least a few hours before using any hair products, and ensure your scalp is clean and fully dry before application.

Oui, la mésothérapie peut être combinée en toute sécurité avec d'autres produits de croissance capillaire pour des résultats améliorés. Cependant, pour une efficacité optimale, nous recommandons de l'utiliser avec le sérum au peptide de cuivre Hairgenetix, qui est spécifiquement formulé pour compléter la mésothérapie en tant que traitement quotidien supplémentaire pour des résultats de croissance capillaire optimaux.

Si vous utilisez d'autres traitements, évitez les produits contenant des substances chimiques agressives qui pourraient irriter le cuir chevelu après le microneedling. En cas de doute, consultez un professionnel de la santé avant de combiner plusieurs traitements.