Order cancellation
All orders can be cancelled within 12 hours of placement, If your order has been paid and you need to change or cancel it, you must contact us within 12 hours for a refund . Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- you do not receive them within the guaranteed time (12 business days not including 2-5 day processing, and 12- 21 business days for Africa and other locations as stated on our shipping and delivery page. )
- you receive the wrong item (Photos will be required)
- you received a faulty or misdescribed hair product. (Photos will be required and you must contact customer service for the return address as it may differ. You would also need to return the item at your expense and the hair must be unworn and returned in their original packaging with all original labels and tags still attached, odor free, unworn not cut or washed. We already offer free shipping for delivery to some locations so customers would at least pay once for shipping if there need to be a return).
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
- You changed your mind or want to change your preference. (This is because of hygiene reasons).
- *You can submit eligible refund requests within 7 days after the guaranteed period for delivery (12 business days and 21 business days for Africa and other locations as listed on our shipping and delivery page. ) has expired. This is in addition to the processing time (2-5 days). You can do this by sending a message on Contact Us page or through facebook messenger .
We recommend our customers read and understand our refunds and returns policy before committing to buying any of our hair products,
Kindly note that in the case of issuing you a refund, your bank will determine the processing time.