Terms of service

Terms and Conditions
Last updated: 7 October 2026

Introduction

These Terms and Conditions ("Terms") apply to every purchase from, and every use of, the website www.hairgenetix.com (the "Website"). The Website is operated by Digital Builders B.V., trading as Hairgenetix, the Netherlands ("Hairgenetix", "we", "our" or "us").

• Company name: Digital Builders B.V. (trading under the name "Hairgenetix")
• Chamber of Commerce (KvK) number: 72861932
• VAT number: NL859264658B01
• Address: G.A. Holzmüller-Teengsstraat 43, 1827 PJ Alkmaar, the Netherlands
• Phone: +31 970 102 05908
• Email: [email protected]
• IBAN: NL32 INGB 0008 5231 25

By placing an order or using the Website, you accept these Terms. Please read them carefully before ordering or using our Products. If you do not accept these Terms, you cannot purchase Products from our Website.

These Terms should be read together with our Refund Policy, Shipping Policy and Privacy Policy, which form part of these Terms.

1. Formation of Contract

Your order is an offer to purchase Products from Hairgenetix. A binding contract is formed when we send you a dispatch confirmation email. The contract covers only the Products listed in that dispatch confirmation. We are not obliged to supply Products that are not included in the confirmation.

We may refuse or cancel an order, or limit the quantities per person, household or order, for example in case of suspected fraud, resale or an obvious error. If we cancel an order after payment, we refund the full amount paid.

2. Product Use and Customer Responsibility

Hairgenetix sells cosmetic hair care products, including a microneedling pen with a maximum needle depth of 1 mm, derma stamps, single-use microneedle cartridges and hair serums for use with these tools at home.

By purchasing and using our Products, you confirm and agree that:

• You are at least 18 years old.
• You have read and understood all safety instructions and usage guidelines.
• You accept responsibility for the correct use of the Products, including hygiene and application methods.
• You have no medical contraindications that would make microneedling unsafe for you, including but not limited to active skin infections, clotting disorders or chronic health conditions (see section 11).
• You will seek professional guidance if you have no experience with microneedling.

3. Cosmetic Use Only

Hairgenetix Products are intended for cosmetic use only. They are not intended to diagnose, treat, cure or prevent any disease or medical condition, and no Product offered on the Website should be understood as a medical product, therapy or treatment.

Always consult a licensed healthcare provider before starting microneedling, especially if you have a pre-existing medical condition. Use of the Products is at your own risk and discretion.

4. Microneedle Cartridges: Sterility and Single Use

Microneedle cartridges are delivered sterile and individually sealed. Each cartridge is for single use only: use it for one session, then dispose of it safely. Never reuse a cartridge, and never use a cartridge that is damaged or whose packaging is opened or damaged.

Using a non-sterile, damaged or reused cartridge can lead to infection, scarring or other serious adverse reactions. Hairgenetix is not liable for harm caused by not following these single-use and hygiene instructions.

5. Payment

We accept Visa, MasterCard, American Express, Apple Pay, Google Pay and the other payment methods shown at checkout. All payments are processed securely by our payment providers. Hairgenetix does not store your card or payment details. Orders must be paid in full before shipment.

You agree to provide current, complete and accurate purchase and contact information, so that we can complete your order and contact you if needed.

6. Prices, VAT and Customs

All prices on the Website include Dutch VAT unless stated otherwise. Prices may change, but the price shown at the moment you place your order applies to that order.

Import duties and taxes: if your order is shipped to a delivery address outside the European Union (including the United Kingdom), you may have to pay import duties, VAT and courier handling fees. These are charged when the shipment reaches your country and are not included in our prices. You are responsible for paying them. Hairgenetix has no control over these charges and cannot predict the amount, as they differ per country. We recommend that you contact your local customs office for more information before placing your order.

Occasionally the Website may contain errors in prices, product descriptions, promotions or availability. If an order is placed at an obviously incorrect price, we may cancel it and refund the full amount paid.

7. Delivery, Shipping and Cancellations

Orders are usually processed within 1 to 3 working days and usually delivered within 4 to 6 working days after the order is placed, depending on the destination and shipping method. In any case, orders are delivered within 30 days, unless exceptional circumstances apply. You will receive an email as soon as your order has been dispatched.

Hairgenetix ships worldwide in cooperation with postal services and their logistics partners. The risk of loss or damage passes to you when the order is delivered to you.

If delivery is delayed for reasons beyond our control, we will inform you and, where needed, offer you the option to cancel. Pre-orders are shipped as soon as the products are in stock. The expected delivery date is shown on the product page. Payment for a pre-order may be collected up to 30 days before the dispatch date.

If a product you ordered has been discontinued, we may cancel that part of your order and refund the amount paid in full. We will let you know if a replacement or equivalent product is available.

Order cancellation and returns

You can cancel your purchase and return the Products within 30 days of receiving them, provided the Products are unopened, unused and in their original, sealed packaging. This is longer than the 14-day withdrawal period required by EU law. To cancel, contact our customer service or use the contact form on our Website. Your cancellation is valid once you have received our confirmation.

For hygiene reasons, opened serums, vials, cartridges and supplements cannot be returned. You bear the risk and cost of returning the Products to us. We refund you within 14 days of receiving the return, to the payment method you used. Full details are in our Refund Policy.

If the order has already been dispatched, please accept the delivery and then return it as described above.

8. Complaints

Please check your order carefully when you receive it, to make sure the Products are correct and undamaged. If a Product is damaged during transport (visible or hidden damage), please also report this to the carrier as soon as possible.

If your order arrives damaged or does not match what you ordered, please contact us within 48 hours of delivery with your order number and a photo, so we can resolve it quickly. This does not affect your legal rights if a Product turns out to be faulty: a complaint about a defect reported within 2 months after you discovered it is always on time.

Send complaints to our customer service team using one of the contact methods on our contact page, with your order number and a clear description of the issue. We will respond as soon as possible and in any case within 14 days. The same process applies to returns.

Please package returned Products securely to prevent damage in transit. We may replace a defective Product with the same model. If that model has been discontinued, you receive a full refund. If a returned Product turns out to be free of defects, we will send it back to you.

9. No Refunds for Microneedling Discomfort

Microneedling, in particular of the scalp, may cause varying levels of discomfort or pain depending on your personal sensitivity. Hairgenetix cannot guarantee how you will tolerate microneedling, and it is your responsibility to assess whether it suits your personal comfort and pain threshold.

Refunds are not given because you find the microneedling too painful or uncomfortable to continue. This does not affect your right to return unopened, unused Products as described in section 7, or your legal rights for faulty Products. If you are unsure whether you can tolerate microneedling, we recommend that you consult a qualified medical or dermatological professional before buying.

10. Warranty

Hairgenetix devices are guaranteed to be free from manufacturing defects for 24 months from the date of purchase. This warranty does not cover normal wear and tear, damage caused by incorrect use, unauthorised repairs or modifications, or use with unauthorised accessories. This warranty is in addition to your statutory rights, which remain fully applicable.

Some Products also come with our 4-month money-back guarantee. The conditions are described in our Refund Policy and on our guarantee page.

11. Contraindications

Do not use Hairgenetix devices or serums if you:

• have active acne, eczema, psoriasis or other inflammatory skin conditions on the area to be treated;
• have a history of keloid scarring;
• have an active infection, including viral infections (for example herpes simplex);
• are pregnant or breastfeeding (unless cleared by a doctor);
• use anticoagulant medication without medical clearance;
• have an immune deficiency or are undergoing cancer treatment.

If you are unsure, consult a qualified healthcare professional before use. Hairgenetix accepts no responsibility for use by people with these conditions.

12. Indemnity

You agree to indemnify Hairgenetix, its affiliates, directors, employees and agents against claims, damages, losses and costs (including reasonable legal fees) caused by your misuse of the Products, your failure to follow the safety instructions, your breach of these Terms or your violation of any law or the rights of a third party.

13. Intellectual Property

All content on the Website (including text, graphics, logos, icons, images, videos and data compilations) is the property of Hairgenetix or its licensors. You may not copy, modify, distribute or otherwise exploit any part of the Website or its content without our prior written permission.

14. Limitation of Liability

To the extent permitted by law, the total liability of Hairgenetix for any claim arising from the purchase or use of Products is limited to the amount you paid for those Products.

To the extent permitted by law, Hairgenetix is not liable for:

• indirect, incidental or consequential damage;
• loss of income, profits or data;
• business interruption;
• injury caused by incorrect or negligent use of the Products, or by not following the instructions;
• allergic or skin reactions to ingredients of the serums or to microneedling.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for intent or gross negligence, or any other liability that cannot be limited or excluded under applicable law.

15. Force Majeure

Hairgenetix is not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, strikes, government measures, carrier disruptions or internet outages.

16. Website Use, Reviews and Third-Party Links

The Website is provided "as is". We do not guarantee uninterrupted access or error-free operation, and we may change or discontinue parts of the Website.

You may not use the Website or its content for any unlawful purpose, to infringe our or others' intellectual property, to harass or defame others, to submit false or misleading information, or to upload viruses or other harmful code. Attempts to hack, disrupt or damage the Website are prohibited and may be reported to the authorities.

If you post a review or send us comments, photos or other content, you confirm that it is truthful, your own and does not infringe anyone's rights. You allow us to use, edit, translate and publish it free of charge. We may remove content that is unlawful, offensive or in breach of these Terms.

The Website may contain links to third-party websites. We are not responsible for the content, products or practices of those websites.

17. Privacy

We process your personal data in accordance with our Privacy Policy.

18. Governing Law and Disputes

These Terms and every purchase from the Website are governed by the laws of the Netherlands. If you are a consumer living in another country, this does not take away the protection you have under the mandatory consumer laws of your country of residence.

Disputes will be submitted to the competent court in the Netherlands. As a consumer, you may also bring a claim before the competent court in your country of residence. We are always happy to try to resolve a complaint with you directly first. EU consumers can also use the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.

19. Changes to These Terms

We may update these Terms from time to time. The latest version is always available on this page. The version that applied when you placed your order remains in force for that order.

20. General Provisions

If any provision of these Terms is found to be invalid or unenforceable, the other provisions remain fully in force, and the invalid provision is replaced by a valid provision that comes as close as possible to its purpose. If we do not enforce a right or provision of these Terms, this does not mean that we waive it. These Terms, together with the policies referred to above, form the entire agreement between you and Hairgenetix about your use of the Website and your purchases.

21. Contact

If you have any questions about these Terms, please contact us:

Hairgenetix Support
Digital Builders B.V. (Hairgenetix)
G.A. Holzmüller-Teengsstraat 43, 1827 PJ Alkmaar, the Netherlands
Email: [email protected]
Phone: +31 970 102 05908
Chamber of Commerce (KvK): 72861932
VAT: NL859264658B01