Last updated: August 2026
Thank you for shopping with 10SEC.
Due to the personal-use nature of our hair and grooming products, all products purchased from 10SEC are non-returnable and non-exchangeable once delivered, except where specifically covered under our damaged, incorrect, missing, or defective product policy.
Non-Returnable Products
The following products are not eligible for return or exchange:
- Hair Fiber
- Hair Shadow Powder
- Hair Volumizing Powder
- Root Touch-Up Products
- Beard Pen
- Hair Color Wax
- Any other hair, beard, or grooming product sold by 10SEC
We do not accept returns for:
- Change of mind
- Personal preference
- Incorrect product selection
- Colour preference
- Product not being suitable for your hairstyle
- Product performance expectations that differ from the customer's expectations
- Opened or used products
Sale & Discounted Products
Products purchased during a sale or at a discounted price are not eligible for return or exchange.
Damaged, Incorrect, Missing or Defective Orders
If you receive a product that is:
- Damaged
- Incorrect
- Missing from your order
- Confirmed to have a manufacturing defect
please contact us within 48 hours of delivery.
Please provide:
1. Your order number
2. Clear photographs/videos of the product and packaging
3. A brief description of the issue
Our team will review the claim and, if approved, provide an appropriate resolution, which may include a replacement or store credit.
Unboxing Video
For damaged, incorrect, or missing-item claims, we strongly recommend recording a continuous unboxing video from the time the package is received until the contents are fully removed.
This may be required to verify certain delivery-related claims.
Opened or Used Products
For hygiene and personal-care reasons, opened or used products cannot be returned or exchanged, except where the product is confirmed to have a manufacturing defect or another applicable issue.
Refunds & Store Credit
WE DO NOT OFFER BANK REFUNDS.
Where a refund is approved under this policy, all refunds will be provided as store credit only.
Store credit may be issued to your 10SEC account or through another method communicated by our support team.
Order Cancellation
Orders may be cancelled only if the cancellation request is received before the order has been dispatched.
Once an order has been dispatched, cancellation may no longer be possible.
Delivery Delays
Please note that during festivals, sale periods, adverse weather conditions such as heavy rains, natural calamities, political crises, curfews, or other circumstances beyond our control, deliveries may take up to 20 days.
We will make every reasonable effort to deliver your order as soon as possible.
However, a delay caused by such circumstances will not by itself be considered a valid reason for order cancellation, return, or refund, subject to applicable consumer rights and laws.
Contact Us
If you have an issue with your order, please contact our customer support team through the Contact Us page on our website.
Please include your order number when contacting us so that we can assist you faster.
10SEC reserves the right to review each claim individually and determine the appropriate resolution in accordance with applicable laws and regulations.