ETURN AND REFUND POLICY

USA, UNITED KINGDOM, AUSTRALIA AND EUROPE

Effective Date: 28 August 2026

This Return and Refund Policy applies specifically to orders placed through Prokarehub for delivery to customers located in the United States of America, United Kingdom, Australia and European countries, including countries within the European Union and European Economic Area.

This Policy should be read together with our Terms and Conditions, Shipping and Delivery Policy and Privacy Policy.

Nothing contained in this Policy is intended to exclude, restrict or limit any mandatory consumer right or statutory remedy that cannot lawfully be excluded under the laws applicable to the customer.

1. GENERAL RETURN POLICY

Due to the nature of the products sold by Prokarehub, including professional hair care products, hair colours, oxidants and developers, cosmetics, skincare products, personal-care products, salon treatments and other products where hygiene, contamination, storage and product integrity are important, returns are subject to the conditions set out in this Policy.

Where a return is permitted, the product must ordinarily be:

1. Unused and unopened;

2. In its original condition;

3. In its original manufacturer's packaging;

4. Complete with seals, labels, protective packaging, accessories and promotional items, where applicable;

5. Free from damage, alteration or tampering; and

6. Accompanied by valid proof of purchase from Prokarehub.

Any voluntary return rights provided by Prokarehub are additional to, and do not replace, mandatory rights available to consumers under applicable law.

2. HYGIENE, HEALTH AND SAFETY PRODUCTS

For health, hygiene, contamination and product-integrity reasons, certain products may not be eligible for return after their protective seal, security seal, hygiene seal or original packaging has been opened, broken, removed or materially damaged, to the extent permitted by applicable law.

Such products may include, where legally permissible:

• Cosmetics;

• Skincare products;

• Hair colours and hair dyes;

• Developers and oxidants;

• Hair treatment products;

• Shampoos and conditioners;

• Hair masks and serums;

• Hair styling products;

• Personal-care products;

• Products applied directly to the hair, scalp, skin, face or body;

• Chemical salon treatments;

• Keratin, straightening, perming and similar professional treatments;

• Products supplied with hygiene or protective seals; and

• Any other product which, after opening, cannot reasonably be resold for health, hygiene, safety or contamination reasons.

This restriction does not affect any mandatory legal rights relating to goods that are faulty, defective, damaged, unsafe, incorrectly supplied or otherwise non-conforming under applicable consumer law.

3. UNITED KINGDOM CUSTOMERS

Customers purchasing online in the United Kingdom may have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, together with rights relating to faulty or non-conforming goods under the Consumer Rights Act 2015 and other applicable UK consumer legislation.

Subject to applicable statutory exceptions, a UK consumer generally has the right to notify us of cancellation within 14 days after receiving the goods, without having to provide a reason.

After exercising the right to cancel, the customer must return the goods within the period prescribed by applicable UK law.

Where the cancellation relates merely to a change of mind, the customer will ordinarily be responsible for the direct cost of returning the goods, unless applicable law requires otherwise or Prokarehub agrees to bear that cost.

Where permitted by law, the statutory cancellation right may not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons once they have become unsealed after delivery.

Nothing in this Policy limits a UK consumer's statutory remedies where goods are faulty, damaged, unsafe, not as described or otherwise fail to conform to applicable legal requirements.

4. EUROPEAN UNION AND EEA CUSTOMERS

Consumers located within the European Union or European Economic Area may have rights under applicable national consumer legislation implementing the EU Consumer Rights Directive 2011/83/EU, as amended, and other applicable EU and national consumer-protection legislation.

Subject to statutory exceptions, consumers generally have 14 days from receipt of the goods to exercise their right of withdrawal from an online purchase without giving a reason.

After notifying Prokarehub of the withdrawal, the customer must return the goods within the period prescribed by applicable law.

Unless Prokarehub has agreed otherwise or applicable law requires Prokarehub to bear the cost, the customer is responsible for the direct cost of returning goods where the return is made pursuant to the statutory change-of-mind withdrawal right.

The statutory right of withdrawal may not apply to certain categories of goods specified under applicable law, including sealed goods which are not suitable for return for reasons of health protection or hygiene where the goods have been unsealed after delivery.

The above does not limit the consumer's separate statutory rights and legal guarantees in relation to faulty, defective, unsafe, damaged, incorrectly supplied or non-conforming products.

Where applicable law provides stronger consumer rights than this Policy, those mandatory statutory rights will prevail.

5. AUSTRALIAN CUSTOMERS

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy available under the Australian Consumer Law where doing so would be unlawful.

Prokarehub is not required under this Policy to provide a refund or exchange merely because a customer:

• Changed their mind;

• Ordered the wrong product, shade, colour, size or variant;

• Found the product cheaper elsewhere;

• No longer wants or needs the product; or

• Did not adequately review the product description before purchase,

unless Prokarehub has separately agreed to accept such a return.

Where a product has a failure covered by the Australian Consumer Law, the customer's entitlement to a repair, replacement, refund or other remedy will be determined in accordance with that law.

6. UNITED STATES CUSTOMERS

For customers located in the United States, returns and refunds for change-of-mind purchases are governed by this Policy except where applicable federal or state law provides otherwise.

Prokarehub does not provide an automatic change-of-mind return right for opened, used or unsealed cosmetics, personal-care or professional salon products.

Eligible unopened products may be considered for return if the customer contacts Prokarehub within 14 calendar days from confirmed delivery, subject to the eligibility requirements contained in this Policy.

Any rights or remedies that cannot legally be excluded under applicable federal or state consumer-protection law remain unaffected.

7. CHANGE-OF-MIND RETURNS

Except where a statutory right of cancellation or withdrawal applies, Prokarehub is not obligated to accept a return because the customer has:

• Changed their mind;

• Selected an incorrect product;

• Selected an incorrect shade or colour;

• Ordered an incorrect quantity;

• Found a lower price elsewhere;

• Decided the product is no longer required;

• Disliked the fragrance, texture, consistency or other subjective characteristic of the product; or

• Expected a result that was not expressly guaranteed in the product description.

Prokarehub may nevertheless accept an eligible unopened product as a goodwill return at its discretion.

This section does not override mandatory consumer rights applicable in the customer's jurisdiction.

8. PROFESSIONAL PRODUCTS AND PRODUCT SUITABILITY

Certain products sold by Prokarehub are professional-use products and may require specialist knowledge, professional application, allergy testing, strand testing, patch testing, mixing with other products, precise application procedures or use by a trained hairdresser, beautician or other qualified professional.

Customers are responsible for carefully reading the product description, manufacturer's instructions, warnings, ingredients and usage requirements before purchase and use.

A product will not ordinarily be regarded as defective merely because:

• A particular colour or shade does not produce the customer's expected result;

• The result varies because of the customer's existing hair colour, condition, previous chemical treatment or application method;

• A product is incompatible with another product used by the customer;

• The customer incorrectly mixes, applies, stores or uses the product; or

• The customer experiences a subjective preference regarding fragrance, consistency, texture or appearance.

This provision does not limit any mandatory rights arising where a product is actually defective, unsafe, incorrectly described or otherwise fails to meet applicable statutory requirements.

9. DAMAGED, INCORRECT OR DEFECTIVE PRODUCTS

Every order is packed and checked before dispatch. Customers are requested to inspect the parcel and products promptly after delivery.

If you receive a product that appears to be:

• Damaged in transit;

• Leaking;

• Broken;

• Incorrectly supplied;

• Materially different from the product ordered; or

• Defective,

please contact Prokarehub as soon as reasonably possible.

To help us investigate the claim efficiently, we may reasonably request:

1. Your order number;

2. Photographs of the outer shipping package;

3. Photographs of the shipping label;

4. Photographs or video showing the product and alleged damage or defect;

5. Photographs of the manufacturer's packaging, batch number and barcode; and

6. Any other reasonable evidence necessary to assess the claim.

Any request for evidence is for verification and claim-processing purposes and does not remove statutory rights that cannot lawfully be excluded.

10. PARCELS DAMAGED OR TAMPERED WITH AT DELIVERY

Customers should inspect the external condition of the shipment wherever reasonably possible before accepting delivery.

If a parcel is visibly torn, severely damaged, opened, leaking or appears to have been materially tampered with, the customer should, where possible:

• Refuse delivery;

• Inform the courier that the parcel appears damaged or tampered with; and

• Contact Prokarehub promptly with the order and tracking details.

If the damage was not reasonably apparent at the time of delivery, the customer should contact us as soon as reasonably possible after discovering it.

Acceptance of a parcel does not waive any statutory consumer rights relating to concealed damage, defective products or other rights that cannot lawfully be excluded.

11. RETURN AUTHORISATION

Before sending any product back, customers should contact Prokarehub and obtain return instructions.

Please do not return products to the address printed on the shipping parcel without first contacting us, as the shipping origin, fulfilment centre or courier address may not be the designated international returns facility.

Unauthorised returns may experience substantial processing delays.

We will provide the appropriate return instructions after reviewing the request.

12. RETURN SHIPPING COSTS

For voluntary or change-of-mind returns, where permitted by applicable law, the customer is responsible for:

• Return shipping charges;

• Appropriate protective packaging;

• Tracking;

• Insurance where appropriate; and

• Any other direct costs associated with returning the product.

Original international shipping charges, expedited shipping charges, customs clearance charges and similar costs are not ordinarily refundable for voluntary returns except where required by applicable law.

Where a return is required because Prokarehub supplied an incorrect, defective or otherwise non-conforming product, return costs will be handled in accordance with applicable consumer law.

13. INTERNATIONAL CUSTOMS DUTIES AND TAXES

International orders may be subject to customs duties, import VAT, GST, brokerage fees, clearance fees or other governmental charges depending upon the destination country and the terms displayed at checkout.

Where such charges are payable directly by the customer to customs authorities, couriers or other third parties, they are generally outside Prokarehub's control.

If a customer refuses delivery solely because customs duties, taxes or import charges are payable, any refund that may be voluntarily offered by Prokarehub may, to the extent permitted by applicable law, be reduced by actual non-refundable shipping, return shipping, customs, brokerage or carrier charges incurred by Prokarehub.

Mandatory consumer rights remain unaffected.

14. RETURNED OR UNDELIVERABLE INTERNATIONAL PARCELS

Where an international shipment is returned to Prokarehub because:

• The customer provided an incorrect or incomplete address;

• Delivery was repeatedly attempted but unsuccessful;

• The customer failed to collect the shipment;

• The customer refused the shipment without a legally valid reason;

• Customs clearance information requested from the customer was not supplied; or

• Applicable import charges were not paid,

Prokarehub may deduct actual shipping, return, customs or carrier charges from any voluntary refund, where permitted by applicable law.

15. CONDITION OF RETURNED PRODUCTS

Customers must take reasonable care of products while they are in their possession.

Where permitted by applicable law, Prokarehub reserves the right to reduce a refund to reflect any reduction in the value of goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Products should therefore be returned securely packed and with their original packaging, labels, accessories and components wherever reasonably possible.

16. REFUND PROCESSING

Once an eligible return has been received and inspected, Prokarehub will process the applicable refund in accordance with this Policy and mandatory consumer law.

Approved refunds will normally be issued to the original payment method used to place the order.

Depending on the payment provider, card issuer, bank, country and currency involved, additional processing time may be required before the refunded amount appears in the customer's account.

Any currency-conversion difference or foreign transaction fee imposed independently by the customer's bank, card issuer or payment provider is outside Prokarehub's control.

17. ORIGINAL DELIVERY CHARGES

For voluntary returns outside a statutory cancellation right, original shipping or expedited delivery charges are generally non-refundable.

Where UK, EU or other applicable consumer legislation requires reimbursement of standard outbound delivery charges following a valid statutory withdrawal, Prokarehub will refund those charges to the extent required by law.

Any additional amount paid by the customer for premium, express or expedited delivery beyond the cost of Prokarehub's least expensive standard delivery option may not be refundable where applicable law permits.

18. NON-RETURNABLE PRODUCTS

Subject always to mandatory consumer rights, the following products may be excluded from voluntary returns:

• Products that have been opened or used;

• Products with broken or removed seals;

• Products unsuitable for resale for health or hygiene reasons after opening, where permitted by law;

• Products damaged after delivery through misuse or improper handling;

• Products improperly stored by the customer;

• Products altered, mixed or chemically processed after delivery;

• Products without their original packaging where this materially affects their value or safety;

• Personalised or specially ordered products where a statutory exception applies;

• Clearance or final-sale products, to the extent such restriction is lawful;

• Free gifts, promotional samples and complimentary products; and

• Products specifically identified as non-returnable before purchase, where permitted by applicable law.

A designation such as "Final Sale", "Clearance" or "Non-Returnable" does not remove statutory remedies for defective, unsafe or non-conforming goods where those rights cannot legally be excluded.

19. ALLERGIC REACTIONS AND SENSITIVITY

Cosmetic, skincare, haircare and professional salon products may contain ingredients capable of causing allergic reactions or sensitivity in some individuals.

Customers must review ingredients and manufacturer warnings and perform any patch test, allergy alert test or strand test recommended by the manufacturer before use.

If you have a known allergy or sensitivity, you should not use a product containing ingredients known to cause such a reaction.

Nothing in this section excludes liability or consumer remedies that cannot legally be excluded.

20. REFUNDS WITHOUT RETURN

Prokarehub may, at its discretion and where legally permissible, issue a refund or replacement without requiring the customer to physically return the product.

Such a decision in one case does not create an obligation to provide the same remedy in future cases.

21. CHARGEBACKS AND PAYMENT DISPUTES

Customers are encouraged to contact Prokarehub first if there is a genuine issue with an order so that we have an opportunity to investigate and resolve the matter promptly.

Nothing in this Policy prevents a customer from exercising any lawful rights available through their bank, card issuer, payment provider or applicable consumer-protection legislation.

Prokarehub reserves the right to provide order records, tracking information, Proof of Delivery, correspondence and other relevant evidence to a payment provider or financial institution when responding to a payment dispute or chargeback.

22. FRAUDULENT OR ABUSIVE RETURN CLAIMS

Prokarehub reserves the right, to the extent permitted by applicable law, to investigate suspected fraudulent, dishonest or abusive return or refund activity.

This may include claims involving altered evidence, false statements concerning delivery, substitution of products, return of products different from those supplied, intentional product damage or repeated abuse of return procedures.

Where appropriate, Prokarehub may provide relevant transaction and delivery records to payment providers, couriers, insurers or competent authorities, subject to applicable privacy and data-protection laws.

This provision does not restrict a customer's legitimate exercise of statutory consumer rights.

23. PROOF OF DELIVERY

Courier tracking information and Proof of Delivery may be used as evidence that a shipment was delivered to the delivery address or recipient specified in the order.

However, any dispute regarding delivery will be assessed on its individual circumstances and in accordance with applicable consumer law.

24. CONSUMER RIGHTS PREVAIL

This Policy is intended to operate consistently with applicable consumer-protection laws.

Nothing in this Policy excludes, restricts or modifies any guarantee, warranty, condition, right or remedy which cannot lawfully be excluded, restricted or modified.

In particular:

• UK customers retain applicable statutory rights under UK consumer law;

• EU and EEA consumers retain applicable rights under EU and national consumer-protection legislation;

• Australian consumers retain rights and consumer guarantees under the Australian Consumer Law; and

• United States customers retain applicable rights under federal and state consumer-protection laws.

If any provision of this Policy conflicts with a mandatory consumer-protection law applicable to a particular transaction, the mandatory law shall prevail to the extent of that conflict, and the remaining provisions of this Policy shall continue to apply.

25. CONTACTING US FOR A RETURN

To request a return, refund, replacement or cancellation, please contact Prokarehub through the customer-support/contact information published on Prokarehub.com.

Please provide:

• Full name;

• Order number;

• Email address used for the order;

• Product concerned;

• Reason for contacting us; and

• Supporting photographs or videos where the request relates to damage, incorrect goods or a defect.

Please do not ship a return until you have received the applicable return instructions.

26. POLICY CHANGES

Prokarehub may update this Return and Refund Policy from time to time to reflect changes in our operations, international shipping arrangements or applicable legal and regulatory requirements.

The version applicable to an order will ordinarily be the version published or otherwise made available at the time the order was placed, subject to mandatory legal requirements.

Prokarehub
International Return and Refund Policy
Applicable to USA, United Kingdom, Australia and European Customers
Website: Prokarehub.com
Effective Date: 28 August 2026