Refunds & Returns

Last updated: October 2026

Hair is a personal-care product, so we can't take back hair for change of mind. But if something is wrong with your order, we'll make it right.

Damaged or defective hair: free replacement

If your hair arrives damaged or defective, or we sent the wrong item, we'll send you a replacement free of charge, including shipping. Damaged or defective items are replaced, not refunded.

When we give a refund

We give a refund only if your order arrives completely damaged and can't be used, and you send us all of this proof:

• An unboxing video that starts with the package still sealed and runs without cuts
• Clear photos of the damaged hair
• A photo of the shipping label on the package
• Your report within 48 hours of delivery

Approved refunds go back to your original payment method (PayPal or card) in CAD, within 5–7 business days of approval. Your bank or PayPal sets the exchange rate.

How to report a problem

• Contact us on WhatsApp or by email within 48 hours of delivery, with your order number and the proof above.
• Don't install, wash, cut, color or remove the hair from the weft, and keep the original packaging until we reply.
• We reply within 24–48 hours. If we need the item back, we'll send the instructions and cover the cost.

What we can't replace or refund

• Hair that has been worn, installed, washed, colored, cut or altered in any way
• Closures, frontals and wigs with lace that has been cut, plucked or bleached
• Problems reported more than 48 hours after delivery
• Change of mind, or the wrong length, texture or color chosen when ordering
• Natural variation in shade or pattern between batches (raw hair is a natural product)
• Shipping costs, customs duties and import taxes

Cancelling an order

You can cancel for a full refund any time before your order is dispatched. Once it's dispatched, it can't be cancelled.

Questions

Not sure what to order? Ask us before you buy. We're happy to send current photos or videos of the exact hair you'll receive.