Return Policy: Safe and guarantee
All the hair products provided by us are 100% Vietnamese human hair. Hair remains in natural state as it is collected from Vietnamese women. We promise to try our best to supply customers with the best hair which helps to meet your demands.
Refund/ Exchange policy
In case you’re unsatisfied with the hair products you purchased from us, you can return them, meeting some criteria outlined below:
• Contact our customer service within 7 days of purchase to initiate a refund / exchange request.
• Hair is NOT installed, stained, cut or altered in any way.
• Please note: If the item is removed from the package and used in any visible way, all return and exchange policies become invalid.
• Hair must be in its original bundle and must not be tied at its top.
• Hair must be in the original packaging.
• Returned packages must include a copy of the original invoice.
• Shipping and handling belong to the customer’s responsibility.
• Goods must be received at our company office before the refund can be issued.
• Products must be returned at your expense. We recommend using a shipping service providing a signature and / or insurance confirmation service.
• Please do not return unauthorized. We are not responsible for lost items, unauthorized returns or items sent to the incorrect address.
Some regular questions about Return & Exchange
What items are eligible for our return policy?
• We're providing human hair extensions that are considered to be a hygienic product by law. We take matters of hygiene and public safety seriously and do not allow open items to be returned for the safety of all of our customers.
• All hair extension products of ours are 100% real human hair, so we cannot accept returns/exchanges on hair that has been used or washed.
• If the item is removed from the package and used in any visible way, all return and exchange policies become invalid.
• Hair must be in its original bundle and packaging and must not be tied at its top.
• Returned packages must include a copy of the original invoice.
• Shipping and handling belong to the customer’s responsibility.
• Also, please note that we do not offer returns/exchanges for custom hair products.
• The timeframe for you to claim a return/exchange will be 7 days after you have received the product. Please contact us within 7 days after you have received your order.
Who will pay for additional shipping costs?
• Please, kindly understand that we are unable to cover the fee for return shipping.
• You will be responsible for paying all return shipping fees, customs fees, and duties.
How will the refund process work?
• You need to contact us within 7 days based on the courier’s receipt. Depending on the situation, we might ask you to send a photo of your issue.
• If the issue can be resolved by casual maintenance, we might be able to provide any product that could help solve your issue.
• If the issue cannot be resolved that way, the product must be sent back to us before we can take further action. We need to determine if your purchase can be refunded or exchanged.
• Once your package arrives at our warehouse, it will be inspected to ensure the security seals haven’t been tampered with. If we find the seals have been tampered with, it will not be possible to process a refund or to receive your opened item back.
• We will only refund 80% of the purchase amount for the product. Shipping costs and other charges (if any) will not be refunded.
• We are not accountable for damaged or lost goods caused by the carrier handling the returned goods.
• Please do not return unauthorized returns. We are not liable for lost items, unauthorized returns, or items sent to the incorrect address. We recommend using a shipping carrier with signature validation and/or insurance services to protect your package.
• If you have any questions, please contact us. We guarantee a response within 48 hours and will be happy to help! If you have any questions regarding this matter, please feel free to contact us. It will be a pleasure to assist you.
Cancellation policy after placing an order
– Please check the invoice and items carefully before making payment.
– In case you want to cancel the order, please contact customer service within 2 days of placing the order. We will cancel the order and refund 100% of the value or convert it to another item of equivalent value according to the customer's request.
– If you want to cancel the order after 3 days of placing the order, we will retain the deposit equivalent to 20% of the value, to compensate for the costs of production activities that have arisen.
– If you want to modify the order during the production process, please contact customer service and pay any additional fees if any.