Please click on the following subjects to read the questions and answers:

Warranty
Service Returns
Orders and tracking
Product care
Product information
Styling and product tips

 

WARRANTY

1. How long is the H2PRO Standard Manufacturer’s Warranty?

Your H2PRO tool is covered for up to one (1) year from the date of purchase from an authorized vendor. You must possess a valid receipt from the authorized vendor, in order to receive warranty coverage or to submit a warranty claim. Warranted items will be repaired or replaced at the company’s discretion.

2. What is covered under my warranty?

Your one (1) year warranty protects your H2PRO tool from any defect or problem due to workmanship from the manufacturing process. A tool is not considered defective, unless examined by our trained in-house technician.

3. What is NOT covered under my warranty?

The following conditions are NOT covered under the H2PRO Standard One Year Manufacturer’s Warranty:

  • Physical or internal damage caused by misuse, mishandling, or accidental damage (such as, but not limited to, dropping).
  • Normal wear and tear, such as scratches on the plates, product build up, broken exterior, loose plates, etc.
  • Improper use of voltage (usually pertains to use outside of the United States).
  • Cord malfunction caused by pulling on the cord improperly, or excessive wrapping of the cord around the tool.
  • Any physical damage to the cord.
  • Tampering, modifications, or repair attempts by anyone other than the H2PRO in-house technician.
  • Purchase from an unauthorized vendor. (Your consumer rights lie with the point of sale).
  • Removal of any labels or serial numbers from tool.

 

4. How do I know if I am covered under warranty?

If you are within one (1) year from the date of purchase, you are covered under warranty. You must have you original receipt from an authorized vendor in order to claim your warranty. You may register your tool by filling out the registration form at: www.h2probeautylife.com/registertool. You will need to upload your original receipt to successfully register your product into our warranty database. You may also e-mail us at warranty@h2probeautylife.com and one of our customer service agents may be able to assist to verify your warranty.

5. How does the warranty process work if my H2PRO tool was a gift?

If you received a H2PRO tool as a gift, you must obtain a copy of a valid receipt in order to activate or claim warranty coverage. We recommend if you are purchasing a H2PRO tool as a gift, you provide the recipient with a copy of the receipt or activate the warranty for the recipient before gifting the item. Without a valid receipt at the time of warranty submission, we cannot determine if the tool is warranty coverage.

6. What online vendors are not authorized sellers of H2PRO products?

Online vendors such as Amazon.com, Ebay.com, Sleekhair.com, and any other website the company deems unauthorized, are not established sellers of the H2PRO product line, and do not have a valid account with our company. We do not guarantee under warranty any products bearing our name or logo and purchased through an unauthorized website. Please make sure to check with our Customer Service Department to confirm if a vendor is an authorized seller of the H2PRO brand.

 

SERVICE RETURNS

1. How do I send my H2PRO unit to the Repair Center?

In order to receive the best possible service through our Repair Center, please follow the directions by visiting our warranty section.

2. Am I able to send a H2PRO unit to the Repair Center, even if it is not covered under warranty?

Yes, we still accept units not covered under warranty for examination and possible repair or replacement. If a unit is not covered under warranty, repair or replacement fees, plus shipping and handling fees, will apply.

Repairs for discontinued items may not be possible for all models depending on the availability of the parts. In the case we do not have any compatible parts for a discontinued item, repairs will not be possible. Please check with the H2PRO Warranty Department before sending in discontinued items.

3. Can I purchase a replacement part and repair the unit myself?

No, for liability reasons we cannot provide replacement parts for “at home” repairs. For your safety, and the safety of your H2PRO unit, please follow the proper steps and allow our Repair Center to properly assess and repair your item.

4. How do I check the status of my unit while it is in the Repair Center?

In order to check the status of your current repair or replacement, please email your name, phone number, and Return Authorization Number (RA#) to warranty@h2probeautylife.com. A Customer Service representative or technician will contact you with information regarding the status of your unit.

5. Do you provide a temporary unit for use while my H2PRO unit is in the Repair Center?

No, we do not provide a temporary unit for your use while your unit is in our Repair Center. Please plan accordingly, before sending in your unit to be examined by a technician.

6. I purchased my H2PRO unit from an outside vendor, how do I return it for a refund?

While we do have our own refund policy and procedure, we do not provide a refund for an item not purchased directly from our company. You should contact the company you purchased from in order to discuss a refund within their set company policies.

7. I purchased my H2PRO unit directly from H2PRO, how do I return it for a refund?

All sales are final. If you are not satisfied with your newly purchased H2PRO unit, we will be more than happy to guide you so you can exchange it for a H2PRO tool that will better suit your needs. However, we do not issue any refunds.

In very rare circumstances, we may issue a refund after extensive review. In the case we do issue any refunds, we will deduct any shipping costs and a 15% restocking fee.

 

ORDERS AND TRACKING

1. How do I track my order from your company?

If you placed an order successfully through h2probeautylife.com, you will receive tracking information within 1-7 business days after the order has been shipped. You can also track your order by using our ORDER TRACKER for any items purchased from our online store.

If you are anticipating the return of a repaired or replaced unit from our Repair Center, you may email a request for your tracking number at warranty@h2probeautylife.com. In your request, please include your name, phone number, and address for reference’s sake.

2. Are there additional fees if I am purchasing from outside of the United States?

All international consumers are subject to their country’s customs fees and taxes. This is not an additional fee charged by our company, except for a $35 flat shipping fee, and we anticipate that all international customers will be familiar with their country’s laws regarding international purchases and Customs taxes.

3. What do I do if I received an item which was damaged in transit?

While this is rare, the occasional accident can occur when an order is being shipped. Please take pictures of the outside packaging, item packaging, and the item itself. Submit your pictures, a photocopy of your invoice, and phone number to warranty@h2probeautylife.com. A Customer Service representative will contact you regarding the damaged item.

4. What Terms and Conditions apply to pricing and promotions?

We are not able to advertise or advise in advance of an upcoming promotional discount for a product. After an order has been placed, it cannot be refunded to accommodate a new, discounted order. If an order has been processed within our warehouse or shipped, we are not able to issue a full refund, and the standard Return/Exchange policy procedures will apply to your order.

5. What is the refund policy and process if I purchased directly from your company?

All sales are final. If you are not satisfied with your newly purchased H2PRO unit, we will be more than happy to guide you so you can exchange it for a H2PRO tool that will better suit your needs. However, we do not issue any refunds.

In very rare circumstances, we may issue a refund after extensive review. In the case we do issue any refunds, we will deduct any shipping costs and a 15% restocking fee.

If you are having difficulty with an item, any return made will be treated as a warranty submission through our Repair Center.

6. My order was cancelled. Why was it cancelled?

Orders may be cancelled at the discretion of the company. Any orders that seem suspicious or contain lack of information may be cancelled. Sometimes pricing may be falsely advertised due to system errors or pricing defaulting due to system updates. Any orders with suspicious pricing will be cancelled and any amount paid will be refunded back to the customer in whole. Unless advertised by the company through social media or directly on the company website via a banner or other advertising outlet, please check with the company about any suspicious prices before placing an order.

 

PRODUCT CARE

1. What is the best way to care for my H2PRO iron?

Keep your plates clean of residue or product build up, by wiping them regularly with a smooth, gentle cloth. It is best to wipe down your styling iron while it is still warm (but touchable). You may use a mild astringent, such as witch hazel, to wipe down the plates of your H2PRO styling iron.

It is highly recommended to regularly wipe down the crevices with a q-tip to prevent product building up underneath the plates. Any cloth or q-tip used to wipe down your H2PRO tool must only be damp, and not wet. Please refrain from having too much moisture buildup underneath the plates which can cause major surge problems.

2. What is the best way to care for my H2PRO dryer?

Regularly remove the back vent cap on the dryer to remove any built up hair or dust. This will keep your dryer clean, and the motor working properly.

3. If my iron won’t heat past 230 degrees, what do I do?

Your iron has switched into Celsius mode, and can be switched back to Fahrenheit mode easily by following the directions below:

– Unplug the iron, then plug it back in, but do not turn it on.

– Hold down on the increase temperature button, then at the same time, hold down the power button.

– The iron’s digital display should flash an “F” and begin heating to its desired Fahrenheit temperature.

Please note, this is not a reset for any other issue, and only works to switch the iron back into Fahrenheit mode.  If the iron displays any other message than the “F” or does not heat up to its maximum temperature, please contact our Customer Service Department.

4. How do I promote the life span of my unit?

Refrain from wrapping the cord around your unit, and always keep your unit clean and properly stored in a dry, safe area. Always unplug your unit after each use, and make sure to maintain safe and careful practices and habits when using your unit.

Excessive clamping of the any styling iron will also cause the ceramic heater to crack. This will be considered physical damage and will not be covered under warranty.

5. Can I use my H2PRO iron when I travel outside of the United States or Canada?

Most H2PRO flat irons can be used up to 240v. However, our older units did not have this feature, and we advise that you call our Customer Service Department and check to make sure your iron is travel ready before using it outside of the United States.

6. Can I use my H2PRO dryer when I travel outside of the United States or Canada?

No, our H2PRO dryers are not considered dual or free voltage, and should only be used within the United States and Canada (or countries that use 110V to 125V).

 

PRODUCT INFORMATION

1. If I leave my iron plugged in, will it automatically shut off?

Most of our irons feature an auto shut off feature. The auto shut off feature will automatically turn off the heat of your iron after 40-60 minutes regardless of use or non-use. However, it does not shut off the electrical current running from your socket to the iron, and you should always remember to unplug your unit to promote the longevity of the unit, and for safety purposes.

2. Are titanium plates better than ceramic plates?

Titanium plates are beneficial in providing even heat distribution, an exceptionally smooth glide, enhance durability, are easy to use on all hair types, prevent snagging or pulling, deliver instant heat, reduce styling time, eliminate static, reduce damage to hair, and provide your hair with a shinier finish.

3. What temperature options do I have on my iron?

H2PRO irons with digital temperature controls allow you to choose from 18 custom settings, ranging from 280 to 450 degrees Fahrenheit. You are able to choose your desired temperature within that range, and adjust the temperature as needed depending on your styling needs.

4. What is the difference between Negative and Positive ions?

Negative ions provide a conditioning-like effect on your hair, compact the cuticle, and reduce frizz. This type of ion is typically used when you are seeking a straighter, sleeker style.

Positive ions allow the hair not to be overly smoothed, open the cuticle, and create height. This type of ion is typically used when you are seeking a more voluminous style.

5. If I dropped my unit, is it still safe to use?

Always use your best judgment after dropping a unit. We have designed and manufactured our units to be sturdy, and resist damage upon impact. However, H2PRO units are not shockproof, and if you notice anything out of the ordinary when using your unit after it has been dropped, it may be in your best interest to contact our Customer Service Department, or send in the unit to be examined at our Repair Center.

 

STYLING AND PRODUCT TIPS

1. What is the best temperature for styling my hair?

Depending on your hair type, we recommend a general temperature range for using our products.

  • Normal Hair: We recommend a temperature range of 360-380 degrees Fahrenheit.
  • Coarse, Thick, Curly, or Ethnic Hair: We recommend a temperature range of 380-410 degrees Fahrenheit.
  • Bleached, Chemically Treated, Damaged, or Fine Hair: We recommend a temperature below 360 degrees Fahrenheit.

Of course, you are the best judge for your hair, and should always use your own discernment when applying heat to your hair.

2. Do I need heat protection when using my H2PRO unit?

No, you do not need to use heat protectants with H2PRO styling tools. The amount of negative ions produced by H2PRO styling tools acts as a natural heat protectant. Because our H2PRO tools are a professional styling tool line, and due to the extremely high temperatures, we caution use of heavy products when using your unit. If you feel you need to use a heat protectant, use only a light, heat protectant such as a serum or spray is recommended. Make sure if you are using a product with your unit, you clean your unit properly to prevent product build up or damage to the unit.

3. Will styling with my iron at 450 degrees give me better results?

Not necessarily. You should always use the proper temperature range for your hair, in order not to damage your hair with excessive heat exposure. Consult with your stylist for their recommendations on what heat level you should use on your hair, or follow our recommendations as listed above in this section.

4. Is the H2PRO brand a good fit for my fine, thin hair?

Yes! With the temperature ranges offered on all our tools, the H2PRO brand has been externally and internally designed for all hair types and textures. As always, exercise caution in using too high of a temperature when styling your hair, and make sure you adjust your heat settings according to your hair type.

5. I’m not a stylist, is it safe for me to use a H2PRO professional styling tool?

Yes, and as a matter of fact, when used correctly, a H2PRO professional tool can be safer and more beneficial to your hair than other brands found in stores. Because of the advanced technology behind our products, you will receive better styling results and achieve healthier, happier hair.

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