RETURNS AND REFUNDS POLICY
We hope you loved your order. But if for any reason it isn't what you expected, that's fine: you can return it. Here we explain, step by step, how to do it.
Last updated: 23 October 2026
In short
✓ You have 15 calendar days from receiving your order to decide that you want to return it. You don't have to tell us why.
✓ You pay for return shipping.
✓ We refund the product price using the same payment method you used.
✓ Customized products cannot be returned.
✓ If the product comes back handled beyond what is necessary to try it, we deduct the loss in value, with a minimum of 15% of the product price.
How to make your return in 4 steps
Before returning, keep this in mind
We want you to make a well-informed decision, because an international return has its risks:
- It can take weeks, depending on the shipping service you choose.
- Sometimes, for reasons beyond our control, customs may hold the package.
- The package is your responsibility until it reaches our logistics center. If it is lost or held and does not arrive, we cannot refund it, because we have not received it.
- That's why we recommend a tracked, insured and signed-for service, and keeping your proof of shipment.
How to send us the package
- You pay the cost of return shipping.
- Choose a tracked, insured and signed-for service. Until we receive the package, the risk of loss or damage in transit is yours, so protect it well.
- Pack it well and, if possible, in its original packaging.
- Returns are sent to our logistics center, outside the European Union. On the customs form, write "product return to seller". If we are charged customs fees, taxes or other costs due to an incorrect declaration, they will be deducted from the refund.
What condition the product must be in
You can open the product and inspect it as much as necessary to see what it's like, just as you would in a store. That does not affect your return.
We understand that sometimes things don't turn out as you expected. But hair is a very delicate product: once it has been dyed, bleached, cut or used, we can no longer resell it. That's why, if you return it handled beyond what is necessary to check it, we deduct the loss in value it has suffered, with a minimum of 15% of the product price. Thank you for your understanding.
This happens, for example, if the product:
- has been used, washed, styled or has an odor
- has been dyed, bleached, curled, waved or cut
- has had its fastenings, clips or net modified
- has been in contact with hair products
- is not returned in its original packaging
When a product comes back handled like this, we have to wash, sanitize and recondition it before we can sell it again. That cost is part of the loss in value.
Above the 15% minimum, the deduction is proportional to the value the product has lost for resale. If it has no commercial value left (for example, dyed, cut or used), the deduction may reach the full price of the product.
Your refund
When we receive your return, we inspect it and, within a maximum of 14 days, refund you the product price, minus any applicable deductions. The refund is made using the same payment method you used. Depending on your bank or payment platform, it may take a few more days to appear.
Customized products
Customized products cannot be returned, because we make them according to your specifications. We consider customized any product for which you request a change in color, length, style or other characteristics. This does not affect your warranty rights if the product is defective.
If your product arrives with a problem
If you receive a product that is defective, damaged or different from what you ordered, email us at support@naishair.com with photos and your order number as soon as you notice it. We will replace it or refund your order, and the shipping costs for this return are on us.
Legal warranty
All our products come with the legal guarantee of conformity. In the European Union, for new products, it is 3 years from delivery. It covers defects that already existed when you received the product. It does not cover normal wear and tear or damage caused by improper use or care, such as dyeing, bleaching, excessive heat or non-recommended styling products. You'll find care tips in our FAQ.
Would you prefer a different product? You can withdraw from your order and place a new one.
About color and appearance
Our hair is natural and, as it is an organic material dyed using a natural process, we cannot guarantee that the color will be identical in every piece: the shade may vary slightly between batches. In addition, every screen displays colors differently. Details such as the stitching, adhesive or clips may also differ from the photos.
That is not a defect if the product matches what we advertise. And, in any case, you keep your right to withdraw from the purchase within 15 days.
Any questions?
Email us at support@naishair.com and we'll help you with whatever you need.
Model withdrawal form (optional)
Complete and return this form only if you wish to withdraw from the contract.
To: Nais Hair, 131 Continental Dr, Suite 305, Newark, DE 19713, United States. Email: support@naishair.com
I hereby give notice that I withdraw from my contract of sale of the following product:
- Product: ______________________
- Order number: ______________________
- Received on: ______________________
- Name of consumer: ______________________
- Address of consumer: ______________________
- Signature of consumer (only if this form is submitted on paper): ______________________
- Date: ______________________