FAQS
PRODUCTS
Are your products formulated to meet clean beauty standards?
Yes! You can be sure all Refuge products meet the strictest clean beauty standards. Formulated without parabens, sulfates SLS and SLES, phthalates, mineral oils, formaldehyde, and less than 1% fragrance load.
Why does Refuge recommend using your products in a system?
Refuge products are formulated to work in a 3-Step System for best results.
Clay Shampoo Concentrate (Step 1) gently cleanses, helping to balance both hair and scalp, soften hair's texture and support healthy new growth
Crème Mask Concentrate (Step 2) nourishes hair and scalp with powerful actives that help improve elasticity, mend split ends and target your specific hair flaws (we all have them).
Conditioning Balm Concentrate (Step 3) strengthens hair with natural proteins, protects against pollution and UV damage, fights frizz and locks in a glossy, high-luster shine.
Are your products safe for color treated hair?
Yes! All Refuge products are formulated to be used on color treated hair.
Do your products contain protection from the sun?
All Refuge products contain U.V. absorbers to protect color treated hair from the color fading damages of the sun.
What do your products smell like?
Our products are gently scented with the comforting essence of neroli, black pepper, and sandalwood.
Do your products expire & how should I store them?
For best results use your Refuge Hair Care System within 12 months of puncturing seal in your tube. All Refuge products come sealed in 100% recyclable aluminum tubes. Which will help protect the internal product from exposure to UVA and UVB light. Allowing you to store anywhere in your bathroom or shower.
Do your products contain Gluten?
All Refuge products are formulated to be gluten free.
Do you test on animals?
Absolutely not!
Where is Refuge made?
All Refuge products are proudly made in the USA.
ORDERS
Can I modify or cancel my order?
Orders submitted on refugehair.com process and ship very quickly. We will do our best to modify an existing order if you email us at support@refugehair.com, but we offer no guarantee that your order will be canceled or modified. so sorry for any inconvenience this may cause.
What is your subscription policy?
When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select.
Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.
Some subscriptions may auto-renew at the end of their duration. If you don’t want to renew a subscription you can cancel it.
If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.
See our returns policy for more details on returns and refunds.
What should I do if I receive the wrong product?
Contact our Customer Service Team at support@refugehair.com and we’ll be sure to make it right!
SHIPPING + RETURNS
How much does shipping cost? (US orders)
FREE ground shipping on all orders.
Expedited shipping options are available for an additional fee and will be listed at checkout. Please note that expedited shipping options are available for Monday through Friday delivery, excluding holidays.
How will my order be shipped? (US orders)
Standard shipping is USPS. Your order will arrive approximately 3-5 business days from date of purchase (Hawaii, Alaska & Puerto Rico may experience longer transit times).
How long will it take to ship? (US orders)
Your order will arrive approximately 3-5 business days from date of purchase (Hawaii, Alaska & Puerto Rico may experience longer transit times). All orders, placed after noon EST will be processed the following business day despite the shipping method. We can only process and ship orders Monday through Friday, excluding holidays. Please allow up to 3 business days for your order to ship.
What’s your return policy?
We hope you love your Refuge Hair products, however we understand that sometimes things don’t work out. We accept unopened / unused returns on items purchased from www.refugehair.com within 30 days purchase. If you have purchased a product from one of our authorized retail partners, please follow that retailer’s return policy. Please note, all gift cards and select merchandise purchased on refugehair.com are final sale.
How do I place a return or exchange?
To return or exchange an item, please reach out to our Customer Care Team at support@refugehair.com with your order number and specify which products you wish to return. We will provide you with a prepaid shipping label to mail those items to our returns center.
Do I need a return slip?
In an effort to reduce waste, we do not include return slips in your order. Simply email us at support@refugehair.com and our Customer Service Team will be happy to help you place your return.
How long does it take to process a return?
Please allow 7-10 business days for your return to arrive at our returns center. Once received, we will initiate a refund which will be credited back to your original form of payment (typically 7 business days).
Do you ship internationally?
Unfortunately, at this time Refuge is only sold in the United States. Please check back for additional shipping destinations.