What can be returned/refunded?

Our refund and returns policy lasts 4 DAYS. If 4 DAYS have passed since the date you receive the package stated by shipping service (UPS, FedEx, DHL or from our agent), we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be UNUSED/UNDAMAGED or ALTERED and in the same condition that you received it. An unboxing video with no pauses, cuts, or edits is REQUIRED.

Several types of goods are exempt from being returned. Used goods such as weft hair made into wigs already or hair already bleached by customers cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Please notice that since each order we made are custom-designed for each different client, the factory cannot re-purpose them to sell to other clients, thus we will accept NO refund/return if the products are exactly what was ordered and will not refund any cases where clients simply do not want/need the products anymore after payment, especially when the production has started.

Additional non-returnable items:

  • Gift cards
  • Gift items such as bang/fringe clip-in, or any other items marked as gift
  • Soft wig caps freebie

How to return/refund?

To complete your return, we require a receipt or proof of purchase and a VIDEO PROOF of the products’ issues, for example:

  • Tangled hair: we’ll need a close-up brushing video
  • Clients claiming the hair is blend hair or synthetic: we’ll need a burning test video of some small hair strands. Real hair will burn slowly, smell like burnt protein (similar to feathers), and turn to ash, while synthetic hair will melt quickly, smell like burning plastic, and form a hard ball of melted fiber instead of ash.
  • Wrong sizes, length: we’ll need a measuring video with clear number. For hair textures that are not natural straight or bone straight, customers will need to stretch the hair out as straight as possible to get the most precise measurement. Additionally, since all Remy hair has certain percentage of shorter strands (20% for Super Double-Drawn, 30% for Double-Drawn and 40% for Single-Drawn), customers are required to measured the longest part in the weft to assure the length was correct.

Please do not send your purchase back to the manufacturer without any prior notice, we will not be able to work with Vietnamese custom to receive your package and will decline any postage that goes through without our acknowlegement.

There are certain situations where only partial refunds are granted:

  • Hair with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

When and how will I receive the refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund within 2 days after receiving the package, date stated by the shipping service.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, PayPal or original method of payment if possible, within a certain amount of days. Please notice that PayPal will take overseas transaction fee of 5% of total value.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us through the WhatsApp of the staff you’ve ordered from.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.

Shipping returns

To return your product, please contact our sales staff on WhatsApp.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us on WhatsApp for questions related to refunds and returns.