Refund and Returns Policy

Refund and Returns Policy

We want you to love your hair. If something isn’t right, we’ll make it right — no drama, no runaround. Here’s exactly how our returns process works for South African customers.

Our 15-Day Promise

You have 15 days from the date you receive your order to request a return or exchange. We know ordering hair online from an international retailer takes trust — and we don’t take that lightly.

How to start a return: Simply email [email protected] with your order number and a photo showing the issue. We’ll get back to you within 24 hours on working days.

Valid Reasons for a Return or Exchange

  • The item you received is significantly different from what was shown or described on our website
  • Your order arrived damaged or with a manufacturing defect
  • The wrong item was sent to you
  • There is a serious quality issue confirmed by our team upon review

What Cannot Be Returned

Please read carefully — for hygiene reasons and the nature of hair products, we cannot accept returns in the following cases:
  • Items that have been worn, washed, cut, bleached, dyed, or chemically processed in any way
  • Items returned without their original packaging
  • Returns requested after the 15-day window has passed
  • Items purchased on clearance or marked as final sale
  • Issues caused by incorrect installation, improper care, or use of harsh chemicals after delivery

How Returns Work — Step by Step

  1. Email [email protected] within 15 days of receiving your order. Include your order number and clear photos of the problem.
  2. Our team will review your request and respond within 24 hours to let you know if your return is approved.
  3. If approved, we’ll send you a return address and clear instructions. Please do not post anything back without getting approval first — unapproved returns cannot be processed.
  4. Pack the item securely in its original packaging. Make sure the hair is untouched and in the same condition it arrived.
  5. Once we receive and inspect the return, we’ll process your refund or send your exchange within 5 working days.

Refunds

Approved refunds are returned to your original payment method — PayPal or your credit/debit card — within 5–10 working days of us receiving the item. Your bank may take a few additional days to reflect the credit.

Shipping costs are non-refundable unless we made an error — for example, sending you the wrong item or a defective product.

Exchanges

Prefer a swap rather than a refund? No problem. Once we receive and inspect your returned item, we’ll dispatch your replacement straight away. We cover the shipping cost on the exchange — there’s nothing extra for you to pay.

Cancellations

Changed your mind? Orders can be cancelled within 24 hours of purchase, as long as they haven’t been dispatched yet. Email [email protected] with your order number as soon as possible. Once an order has shipped, cancellation is no longer possible — but you’re welcome to follow the return process once it arrives.

Questions?

We’re a real team and we’re here to help. Email us at [email protected] — we respond within 24 hours on working days.