Refund policy

180‑Day Growth Guarantee (Terms & Conditions)

Kiri10 offers a 180‑Day Growth Guarantee because hair recovery takes time and consistency. If you follow the programme for 180 days and do not see results, you may be eligible for a refund subject to the terms below.

1) Eligibility & Consistent Use (180 Days)

To qualify, customers must demonstrate consistent, back‑to‑back use over the full 180‑day period from the date of the first eligible purchase.

Supplements (KiriGlow)

  • Your order history must show continuous coverage for the full 180 days, with no significant gaps or pauses.

  • In practice, this means the supply purchased must reasonably cover six months of daily use (e.g., two 3‑month bundles purchased to cover the full 180 days, or a monthly subscription that runs continuously).

  • The guarantee does not apply where there is a long gap between purchases (for example: purchasing 1 month, stopping for several weeks or months, then purchasing again and claiming at the 180‑day mark).

Haircare (Shampoo/Conditioner/Serum)

  • For best results, our system is designed to be used as an inside + out routine.

  • We recommend washing approximately 2 times per week (or as suits your hair type) and using the haircare consistently during the 180‑day period.

  • For guarantee assessment, “consistent use” means your haircare purchases align with reasonable usage over time (for many customers this is approximately a 3‑month replenishment cycle, depending on hair length, washing frequency, and how generously product is used).

Note: Everyone’s routine differs. If you’re unsure whether your purchase history meets the consistency requirement, contact us and we’ll help you figure it out before you reach Day 180.

2) Before & After Photos (Required)

To submit a claim, you must provide timestamped, unfiltered, unedited photos taken:

  • Before starting (Day 1 / prior to first use), and

  • At the 180‑day point (Day 180)

Photos must be clear and include:

  • Front hairline

  • Top/scalp/part line

  • Back/crown

Photos should be taken in similar lighting and angles where possible.

3) Claim Window (30 Days)

Refund requests must be submitted within 30 days of reaching the 180‑day mark, calculated from the date of your first eligible purchase.

4) Refund Amount Cap + Shipping Exclusion

  • Refunds under this guarantee are capped at a maximum of $500 NZD per customer/household.

  • Shipping costs are not refundable.

5) One Claim Per Customer (Fair Use)

To keep this guarantee fair for everyone, the guarantee is limited to one claim per customer. This is determined by one email address and/or one full name. Claims submitted using multiple email addresses and/or names for the same person are not eligible.

6) Exclusions & Fair Use

  • The guarantee applies to genuine, consistent use as outlined above.

  • Claims may be declined if we reasonably suspect misuse, reselling, or inconsistent usage patterns.

  • The guarantee is intended for hair wellness support and does not apply where hair loss is primarily caused by underlying medical conditions requiring medical treatment. If you have sudden, severe, or patchy hair loss, we recommend speaking with a healthcare professional.

7) How to Submit a Claim

Email hello@kiri10.com with:

  • Your order numbers

  • Your timestamped photos (before + Day 180)

  • A brief note about your routine (how often you took KiriGlow and used haircare)

We’ll review your claim and respond as quickly as possible.

REFUND AND RETURNS POLICY

Damaged Parcels

Whilst we do everything within our means to ensure your product arrives safely, we understand there may be times that damages occur. When this happens, we aim to make the returns process as easy as possible.

  • Damaged parcels must be reported within 14 days of delivery date.

  • Simply email hello@kiri10.com

  • In the email include your full name, order number and any photographs of the damaged product.

  • Please keep all packaging (if possible) for the courier company to inspect.

  • We shall send you a free return label to send the items and packaging back to us.

  • Once we receive the damaged items back into our warehouse, your replacement order will be sent out to you.

Returns (Change of Mind)

Kiri10 accepts returns if you’ve changed your mind about a product purchased through our online store. To qualify for a return, you must meet the following conditions:

  • The item was purchased within the last 30 days. Proof of purchase must be provided.

  • The item is in its original purchase condition – product packaging must be unopened, unused and unmarked. We do not accept returns for products that have been opened, due to strict health and safety guidelines. The only exception to this is if the product has been deemed faulty (see faulty definition below).

  • Items purchased as part of a set or multi-item pack can be returned if they adhere to the above terms. Refunds will be calculated based on how many items are returned, and the refund amount will be calculated based on your order amount spent, not RRP.

  • The shipping costs associated with the return of the product are the responsibility of the customer and will not be covered by Kiri10. The only exception to this is if the product has been deemed faulty (see faulty definition below).

  • Your rights under any applicable consumer laws (including the Consumer Guarantees Act 1993) are additional to and not affected by Kiri10’s Return and Refund Policy above.

A refund of the purchase price minus processing fees and any associated shipping fees will only be issued when all of the above conditions have been met, and once the returned product has been received back into our warehouse. Refunds will be processed via the original payment method; we cannot refund to another payment method.

Please note: We do not offer a general “money-back guarantee” for individual results or change-of-mind once products have been opened/used. However, we do offer our 180‑Day Growth Guarantee for eligible customers who meet the requirements outlined above (including consistent use and required photos).

If you meet all of the above conditions, contact our customer service team on hello@kiri10.com to start the return process.

Faulty Definition (as issued by Kiri10 Ltd.)

A supplement or personal care item is considered faulty and thus eligible for return if it arrives in a damaged condition, is contaminated, or exhibits a defect in its packaging or formulation that could compromise its safety or intended use. This includes items that are broken, leaking, or have compromised seals upon arrival, as well as products that do not match the listed ingredients or specifications.

Important: Variations in individual results from the use of supplements or personal care products, which do not align with desired outcomes, do not fall under our definition of “faulty.” However, issues directly related to the quality and condition of the product upon delivery are grounds for return under our policy, and we encourage customers to contact our customer service for support in such instances.

If your product meets the faulty definition above, email hello@kiri10.com as soon as possible with photos and your order details.

Wrong Order Received

If you have received the wrong order, please email us at hello@kiri10.com as soon as it arrives. We will arrange a replacement once the incorrect product has been returned to us. A prepaid return label will be provided.

Cancellations

If you wish to cancel your order, please email hello@kiri10.com as soon as possible.

  • If your order has not yet been processed by our distribution team, we can issue a cancellation and full refund minus any processing fees.

  • If your order has already been packed and shipped, you will need to refer to our Returns policy above once the order arrives.

Disclaimer

The material provided on this website is for information purposes only. It is not intended to replace medical advice or be a treatment for any medical condition. We highly recommend consulting a health professional if you have any concerns about your health, are starting any health or nutritional related treatment, or for any questions you may have regarding your own medical condition.

Information and statements regarding Kiri10 supplements have not been evaluated by the Food and Drug Administration (FDA) or Medsafe and are not intended to diagnose, treat, cure, or prevent any disease.

Information and related materials on this site are subject to change without notice. Whilst all reasonable steps have been taken to ensure the accuracy of information provided within this website, Kiri10 makes no warranties or representations as to its accuracy, completeness, or frequency that it is updated.

Although the Kiri10 website may include links providing direct access to other Internet resources, including external websites, Kiri10 is not responsible for the accuracy or content of information contained in these sites.

Shipping

For our full Shipping Policy, click here.