Returns & satisfaction. Informal policy draft.
We want you happy with every order. This is a plain-language summary; a formal version may replace it later. If something is wrong with your delivery, contact us first—we will review it fairly.
Individual buyers
All individual sales are final. We do not accept returns, exchanges, or refunds on retail orders.
If your order arrives damaged, incorrect, or materially below the quality described, report it within 7 days of delivery with your order reference and clear photos. Where the issue is on our side, we may offer replacement or store credit at our discretion—we do not operate a returns programme.
Hair that has been installed, chemically treated, cut, or used beyond normal inspection cannot be accepted back under any circumstances.
Wholesale & distributors
All wholesale and distributor sales are final. We do not accept returns on bulk or account orders.
Bulk orders are supplied against specs agreed before payment and dispatch. Raise shortages, transit damage, or spec variances within the window stated on your order confirmation or invoice. Where we agree an error occurred, remedy may be replacement on a future shipment, account credit, or another solution confirmed in writing—not return of goods to stock.
How to start: WhatsApp or email with your order reference and photos. We reply with next steps.