Refund policy

Hiro Protocol — Refund & Return Policy

Thank you for choosing Hiro. We are committed to formulating premium-grade, small-batch personal care protocols that support skin and hair barrier health.

1. Strict 7-Day Return & Refund Window

Due to the personal care nature of our products, we enforce a strict 7-day return and refund window starting from the exact day your tracking information shows "Delivered".

To be eligible for a return, the product must be completely unopened, unused, in its original packaging, and in the same pristine, sellable condition in which it was received. We cannot accept returns or issue refunds for any bottles that have been opened, unsealed, or partially used.

2. Mandatory Customer Due Diligence & Patch Testing

Personal care formulations, whether botanical or synthetic, react differently to individual physiology, skin types, and scalp profiles. By purchasing our products, you agree that it is your sole responsibility to perform a mandatory patch test on a small, discreet area of skin for 24 hours to verify product compatibility before initiating full use.

If you have known skin conditions, eczema, active dermatological treatments, allergies, or are pregnant or nursing, you must consult with a qualified medical professional or physician prior to integrating Hiro products into your routine. Our products are intended solely for general cosmetic and topical application; they do not serve as, or substitute for, medical treatments.

3. Absolute Limitation of Liability

By completing your purchase, you explicitly acknowledge and agree that Hiro (and its parent entities, officers, directors, employees, and affiliates) assumes no liability for any individual skin reactions, scalp sensitivities, irritation, breakouts, hair breakage, or any adverse topical effects resulting from the use, application, or misuse of our products. You accept all responsibility and risk associated with personal care product usage.

4. Return Process & Fees

To initiate a return, please contact our support team at hello@hiroprotocol.com within your 7-day post-delivery window with your order number and photo verification of the unopened products. Original shipping fees are non-refundable. Customers are solely responsible for all return shipping postage and tracking fees. Returns sent without prior approval will be rejected.