Return and Refund Policy
Our return policy is 14 days after the customer receives the order. The product must be unused and in the same condition in which it was received. It must also be in its original packaging.
We do not accept returns under the following conditions:
- If it is a customized product.
- If the hair has been dyed and/or curled, waved or manipulated in any way subsequent to purchase.
- If upon receipt the hair smells used or has been washed it does not qualify for return.
- If it is not in its original packaging.
Shipping and restocking fees are non-refundable:
The refund will always be a maximum of 85% of the total amount paid by the customer for shipping and restocking fees.
Refund will only be made once we have received and inspected the return. The reception and inspection process takes 3 to 5 days. Once received and inspected, we will contact the customer and notify the acceptance or rejection of the return.
If the return is approved, then the refund will be immediate. Depending on the payment method the customer used, the processing of the payment platform may be immediate or take several days.
We only accept exchanges in case the goods received are defective or damaged. In case of exchange request you must fill in this RETURN FORM.
Customized products and on sale products
Customized products are non-refundable since they have been manufactured for the specific needs of the customer. If the customer requests modification of color, length, style, etc., that piece will not be subject to exchange or refund conditions.
Shipping, Customs and Duties
All packages leave our own offices in Qingdao, China by Fedex or DHL, and are insured with “signature at destination”. A tracking number of the package will be emailed to the customer. In all cases, the courier company will attempt immediate delivery, and will attempt to locate the customer to reschedule delivery if unavailable. The company will not be responsible for lost and damaged packages, in which case it is the customer’s responsibility to make a claim to the carrier.
The customer will be responsible for customs regulations (import/export taxes), VAT or warehousing charges of his own country. Therefore, please inform yourself of your country’s customs regulations before purchasing.
If the customer returns a package, it is your responsibility to send the package with an insured, tracked and signed for service. The company cannot assume responsibility if the package is lost or damaged in transit.
It is the customer’s responsibility to correctly complete the customs declaration form. The customer must indicate that it is “return of product to seller”. In the event that the company is charged any customs, VAT or other fees, such fees will be deducted from the total refund.
Receiving and Inspection:
Upon receipt, your piece will be inspected and return will be accepted provided the following conditions are met:
- The hair must be in the same condition in which it was received, with no alterations of any kind including styling changes, bleaching, coloring, cutting, combing, washing, clip/holding modifications or any use of hair products whether shampoo or conditioner.
- The product must be in its original packaging.
- Hair must be neatly combed and placed inside the original netting.
- The item must be odor free. If the returned item has any odor, it will automatically be ineligible for a return.
If the item does not meet the above conditions, the company reserves the right to refuse the refund/exchange and the product will be returned at the customer’s expense.
These are the steps to follow for a return:
- Carefully read the information on this page if you have not already done so.
- Fill out this return form.
- Wait for the company’s response.
- Send the package according to the instructions above (signed, insured and tracked) within 3 days of the company’s response and acceptance of return.
- The refund will be issued upon receipt and inspection of the merchandise.
Contact us through this Contact Page in the “contact by email” section.