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.

The '1-Month' package includes one box of the Hair Growth Serum (5 vials per box), while the '3-Month' package includes three boxes, providing a longer supply in a single order.

The HairGenetix Advanced Hair Growth Serum has a shelf life of 3 years, ensuring longer usability. However consistent, regular, weekly use is crucial to see the results you are looking for.

For subscription orders:

• Choosing the '1-Month' subscription means you will receive one box of Advanced Hair Growth Serum every month.
• Choosing the '3-Month' subscription means you will receive three boxes of Advanced Hair Growth Serum every 3 months.

This allows you to select the option that best fits your routine and convenience.

Need to change your order?
Once an order is placed, changes can only be made until it has been picked by our fulfillment team and assigned a tracking number. Once an order is processed, you will receive a shipping confirmation email (separate from your order confirmation email). After this point, it is no longer possible to modify the order.

Need to cancel an order?
Once an order has been dispatched, cancellation is no longer possible. However, once you receive the order, you can return it in its original, unopened, and resalable condition for a full refund. For details on how to return an order, please refer to the ‘How to Return an Order?’ FAQ or our Delivery & Return Policy.

Made a mistake?
We understand that mistakes happen! Our priority is to ensure that your order arrives correctly and as quickly as possible. If there’s an issue with your shipment, please contact HairGenetix Customer Support, and we’ll do our best to assist you.

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.

The HairGenetix Mesotherapy should be applied weekly using the recommended dose (1 Advanced Hair Growth Serum vial per session). While many users prefer applying it before bed to allow it to work/be absorbed for at least 6 hours, this is not required.

Though recommended, it is not necessary to wash your hair or shower before application.However it is important that you ensure your hair and scalp is clean and dry for optimal absorption.

Yes, you can perform more than one mesotherapy session per week to enhance your results. However, we recommend allowing at least 2 to 3 days between sessions to give your scalp time to recover.

Overuse may cause excessive irritation or sensitivity, so it's important to listen to your scalp and adjust accordingly. For best results, combine mesotherapy with daily use of the HairGenetix Copper Peptide Serum to support continuous hair follicle stimulation.

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.

Yes, mesotherapy can be effective at any age, as it works by stimulating hair follicles, improving blood circulation, and delivering essential nutrients to the scalp. However, the rate of hair regrowth may vary depending on factors such as age, genetics, hormonal balance, and overall scalp health.

For best results, early intervention is key—the sooner you address hair thinning, the better the outcome. Even in later stages of hair loss, mesotherapy can strengthen existing hair, improve scalp health, and slow further thinning.

No, mesotherapy does not remove or alter your natural hair color. The treatment works by stimulating hair follicles, improving scalp health, and promoting hair growth, but it does not affect melanin production, which determines hair color.

However, if hair loss is due to aging or hormonal changes, new regrowth may appear in a slightly different shade due to natural biological factors—not because of the mesotherapy itself.

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.

Yes, mesotherapy can be safely combined with other hair growth products for enhanced results. However, for optimal effectiveness, we recommend using it with the HairGenetix Copper Peptide Serum, which is specifically formulated to compliment the mesotherapy as an additional daily treatment for optimal hair growth results.

If incorporating other treatments, avoid products containing harsh chemicals that may irritate the scalp after microneedling. If unsure, consult a healthcare professional before combining multiple treatments.