Refunds & Returns

Last updated: October 2026

DRAFT: review every point before launch. The time limits and rules below are suggestions you can change.

We want you to love your hair. Because hair is a personal-care product, we can only accept returns that are unused and in their original condition, to protect every customer's health and safety.

14-day returns

You can return or exchange items within 14 days of delivery if they are:

• Unused, unwashed, unwet and not combed through
• Not dyed, bleached, cut, styled or heat-treated
• Still in the original packaging, with bands, ties and seals intact
• For closures, frontals and wigs: lace not cut, plucked or bleached, and never worn

Items we can't take back

• Hair that has been worn, installed, washed, colored or altered in any way
• Custom-colored or custom-made orders
• Wholesale orders (50+ bundles) and bulk-priced orders, unless the hair arrives damaged or incorrect
• Items bought on final sale

Damaged, defective or wrong item

Contact us within 48 hours of delivery with your order number and clear photos or a video of the issue. If we confirm the problem, we'll send a replacement or a full refund, including shipping, at no cost to you.

How to return

• Contact us first on WhatsApp or by email with your order number. Returns sent without approval can't be accepted.
• We'll reply with the return address and instructions.
• Ship the item back with tracking. Return shipping is paid by the customer unless the item was damaged or incorrect.

Refunds

• Once we receive and inspect your return, refunds go to your original payment method (PayPal or card) within 5–7 business days.
• The original shipping cost, plus any customs duties or taxes charged by your country, can't be refunded.
• Refunds are made in CAD, the currency you paid in. Your bank or PayPal sets the exchange rate.

Cancelling an order

You can cancel for a full refund any time before your order is dispatched. After dispatch, the return rules above apply.

Questions

We're happy to help before you buy. Ask for current photos or videos of the exact hair you'll receive.