Return and Refund Policy

☀ Item Not Received:

★ On the Way:

  1. Parcel Seized by Customs: Customs clearance is the buyer's responsibility. Therefore, you need to contact the customs office to collect the seized parcel. If you need any customs documents (such as invoices), please feel free to contact us.
  2. Delivery Status Stagnant for a Long Time: If the parcel status has been stagnant for a long time, we recommend that you contact your local DHL/UPS/FEDEX/TNT/USPS, etc., to inquire about the situation. We will also contact our shipping agent to find out what happened with your parcel. You can stay in touch with us until the parcel is successfully delivered.

★ Unsuccessful Delivery:

  1. If the delivery fails due to an incorrect address provided by the buyer, we are not responsible for any loss caused.
  2. If you do not receive your package, please contact your local courier to apply for a lost package investigation code and send it to us. Once the courier confirms that the parcel was delivered to the wrong address or lost, we can either resend a new parcel to you or offer you a full refund.

 

☀ 30-Day No Reason Return/Refund/Exchange We have a 30-day return/refund/exchange policy. If you wish to return an item, please contact us within 30 days after the package is delivered by sending an email to yiwigshairwigfactory@gmail.com. Unauthorized returns will not be accepted. When contacting us, please provide a photo or video of the product to ensure it remains intact. If the hair has been used, washed, or damaged, we will not accept the return. We will provide you with a return address, and you can send the item back to that address. After shipping your return package, please send us a photo of the package and the return tracking number.

  • If you need to change the hairstyle, color, size, or density, please keep the hair in its original condition and contact us. We will be happy to return and replace the product. However, the return shipping cost will be borne by you.
  • If you received the wrong package, please contact us. After we confirm, we will help you return and exchange the correct product. The return shipping cost will be covered by us.

(3) If you open the package and find that the product is damaged or has quality issues, please contact us immediately and provide photos/videos. After confirmation, we will help you replace or return the product, and we will cover the return shipping cost.

We are not responsible for hair shedding, breakage, or lace damage caused by improper care, resulting in the product being unusable.

Note: Regardless of the reason for return, we do not charge any return handling fees. After we receive the returned package, we will inspect the item, and if everything meets the requirements, we will issue a full refund within 24 hours, and the money will be returned within 3 business days.

Return Address:

Room 804, 8th Floor, East Tower, International Design Plaza, Baiyun District, Guangzhou., China

 

☀ Kindly Reminder:

★ If you wish to return an item within 30 days, please keep the product in its original, unused condition. We do not sell refurbished or pre-owned products. Please ensure that the wig remains intact, and the lace has not been cut. Used or washed items cannot be returned.

★ What does "returned in the original condition" mean? This means the hair extensions must meet the following conditions:

  1. The hair has NOT been washed, conditioned, installed, colored, curled, bleached, or worn.
  2. The ties have NOT been cut, and the hang tag is attached to the item.

☀ Precautions:

  1. If you wish to return an item within 30 days, please ensure it is in its original condition. Items that have been used or washed cannot be returned. (All returned items must be sent back in their original condition and packaging. Products must not have been washed, conditioned, installed, colored, or bleached).
  2. Do I need to contact you before returning my parcel?Yes, dear, we will add a note to your order before the package is returned. Please do not return the parcel before contacting us. You must email us before returning the merchandise. We do not accept direct returns.
  3. Promotional or discounted items are non-refundable.
  4. The return shipping cost is to be borne by you, or we can directly deduct the return shipping cost from your refund.
  5. If your goods are worth more than £60 or $75, it is advisable to use a traceable shipping service or purchase shipping insurance, as we do not guarantee the safe arrival of returned goods. The goods remain your responsibility until they reach us. Please make sure they are safely packed to avoid damage during transit.

Note: If the return is due to the consumer’s reasons, the consumer should bear the shipping costs. The specific fee depends on the courier service you choose.

If the goods are damaged or incorrect due to our fault, the consumer will not be required to bear the shipping cost.

 

☀ Order Cancellation or Change

If you need to cancel or change your order, please contact us within 24 hours, and we will cancel/change it for you before shipping the order. However, if the order has already been shipped, we cannot directly cancel it. We can discuss a better solution with you.

After you place your order, we usually process and ship it within 2 business days.

If your order is a custom-made product (such as cap size or color), once the order has started customization, we cannot cancel or change it, as the size/color is specifically made for you.