Refund policy

30-DAY MONEY-BACK GUARANTEE

We are happy to accept returns and exchanges on all eligible products within 30 days of delivery. If you are not satisfied with your purchase, please return it in its original packaging and follow our return policy.

If you are going to ship an item back to us, you should contact our customer support first; our customer representative will clarify for you and you need to ship the item back to us within 7 days. Please provide a detailed explanation in the return package, (including the order number, receiver and the reason why return).

When you ship the hairpiece, please mark the price is 5-10 dollars, for the hairpiece is valueless to you. And we can't accept EMS because of large tax.

We can only warrant you refund after we receive the item in good conditions as we send to you. And you should be responsible for the shipping fee.

WHAT ARE ELIGIBLE PRODUCTS?

  • Items must be in the same condition you received them: unaltered, unworn, undamaged, with no signs of wear, styling products, or odors.
  • Items must have all tags attached and be in their original packaging.
  • Items must be returned within 30 days of the delivery date.
  • Ineligible products include custom orders, pre-cut orders, and clearance items.
  • Ineligible products cannot be accepted and will be returned to you at your cost.

EXCHANGE POLICY

We allow free exchanges on all eligible products within 30 days from the order delivery date. Other terms include:

  • If the exchange item(s) cost more than your original order, we will contact you to pay the price difference.
  • Any balance from an exchange will be refunded to your original payment method.
  • You can change your order for free before it has been shipped. Once shipped, the order cannot be changed or canceled.
  • If you are not satisfied with the exchange, you can return it for a refund or initiate a second exchange.
  • All customers are responsible for their own return shipping costs.
  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
    If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

REFUND POLICY

Monetary Refund:

  • Refunds will be processed and refunded to the original payment method used for the purchase.
  • Refunds are processed 5 to 7 business days after the return is received.
  • Express shipping costs, international shipping costs, and third-party fees are non-refundable.
  • For refused international packages or automatic returns, a 30% service fee of the total order amount will apply.

Return Address:

  • Please contact our Customer service at email to get the return address. 

Store Credit Refund:

  • No service fee for store credit refunds (store credit cannot be refunded to your credit or debit card).

CANCELLATION POLICY

You can cancel your order free of charge before it has been shipped. Once shipped, it cannot be canceled, but you can follow our return policy to return the product. Custom orders cannot be canceled once placed.

CONTACT US

If you need any assistance, please contact us at:
Email: sale@genthair.com