Refund policy
At XYS HAIR, we are committed to providing you with the most perfect shopping service. If you have any problems with your purchase, we will be pleased to offer a refund service.
Please note that cancellations cannot be processed once the order is shipped.
Note: Be sure to include your order number on the package.
·For return, the wig must be original – with uncut, unbleached hair, unchanged color, and untouched lace (without cutting or secondary trimming). Wigs, being personal items in direct contact with the scalp, prioritize customer safety and hygiene. Hence, we cannot accept used wigs for return.
·For exchanges, please follow the same return process. Upon approval of your exchange request, our representative will confirm the exchange product and necessary payment adjustments. We will refund you the excess amount or if the amount is not enough then you need to pay the remaining amount. If you want to exchange the product for a higher amount, please pay the remaining amount; if you want to exchange the product for a lower price, we will give you a refund of the remaining part.
·please send the tracking number to our customer service and write your order number on the package. After confirming your return request, we will send you a prepaid shipping label.
·Please mail a complete package, including products, and giveaways, that need to be organized and then returned, we have a specialized staff responsible for checking, if not follow the requirements, or miss or damage relevant products, we will deduct the appropriate fees.
·If buyer needs to return or exchange hair for their reasons, they are responsible for the shipping costs.
·No refunds will be issued without proof of shipment and we are not responsible for lost or stolen packages.
·For orders that are refused by the customer at the time of delivery or returned due to an undeliverable address, the buyer will need to re-pay the shipping charges. Unauthorized refusals or returns are not allowed after delivery, and the buyer is responsible for the cost of unauthorized refusals or returns.
Refunds and/or exchanges WILL NOT be issued for dissatisfaction with texture or color!
Step one: Contact us with pictures or videos for our staff to assess repair feasibility.
Step two: We'll provide the mailing address upon our staff's approval.
Note: You're responsible for shipping costs.
Step three: Repair time up to 30 days, with possible additional time after evaluation.
1. Order Cancellation
To cancel an order, contact our customer service team within one hour and we will solve the problem.Please note that cancellations cannot be processed once the order is shipped.
2. Return Time Instructions
We gladly facilitate exchanges and returns of unused hair within 30 days from the date you've received all your items. If you return the product within 30 days (from the date of receipt), you will receive a full refund or exchange. We will not accept returns or refunds for more than 30 days.3. Return & Exchange Process
·Contact the customer service team, describe, and take pictures of the problem. We will fill out the form with the appropriate information and give you the return address and contact information.Note: Be sure to include your order number on the package.
·For return, the wig must be original – with uncut, unbleached hair, unchanged color, and untouched lace (without cutting or secondary trimming). Wigs, being personal items in direct contact with the scalp, prioritize customer safety and hygiene. Hence, we cannot accept used wigs for return.
·For exchanges, please follow the same return process. Upon approval of your exchange request, our representative will confirm the exchange product and necessary payment adjustments. We will refund you the excess amount or if the amount is not enough then you need to pay the remaining amount. If you want to exchange the product for a higher amount, please pay the remaining amount; if you want to exchange the product for a lower price, we will give you a refund of the remaining part.
4. Return Item Requirements
·Items must be in their original condition, unused or damaged, including original packaging. If not, the customer is responsible for all incurred fees and no refund will be issued.·please send the tracking number to our customer service and write your order number on the package. After confirming your return request, we will send you a prepaid shipping label.
·Please mail a complete package, including products, and giveaways, that need to be organized and then returned, we have a specialized staff responsible for checking, if not follow the requirements, or miss or damage relevant products, we will deduct the appropriate fees.
5. Package and Shipping Costs
·Currently, we only give refunds for hair that has quality issues and has been damaged in transit for US customers; For other countries' return and exchange service, customers need to bear the shipping cost, customs duty, etc.·If buyer needs to return or exchange hair for their reasons, they are responsible for the shipping costs.
·No refunds will be issued without proof of shipment and we are not responsible for lost or stolen packages.
·For orders that are refused by the customer at the time of delivery or returned due to an undeliverable address, the buyer will need to re-pay the shipping charges. Unauthorized refusals or returns are not allowed after delivery, and the buyer is responsible for the cost of unauthorized refusals or returns.
·Customs duties in the recipient's country/region are the responsibility of the customer. Costs incurred due to delivery delays, address changes, cancellations or returns due to personal reasons are the responsibility of the buyer.
6. Texture Disclaimer
Human hair is distinct, and no two heads of hair are exactly alike. Our pictures are meant to give you a good idea of our textures. When you place an order with us you will notice that there will be some variation between our pictures and that of the hair you receive. This is not avoidable. It is part of the fun of buying and wearing premium quality virgin hair.7. Color Disclaimer
Since we only supply unprocessed virgin hair it comes in natural shades of 1B (Natural Black). If you choose to color the hair, it takes and holds permanent, semi-permanent, lifts, and cellophane beautifully! (Recommended to be done by a professional stylist).Refunds and/or exchanges WILL NOT be issued for dissatisfaction with texture or color!
8. Refund Processing Time
Refunds will be issued back to your original payment method according to the actual situation. Please note that it may take some time for the refund to reflect in your account, depending on your payment provider. If the card used has expired, please contact the card issuer for assistance.9. Repair Service
We provide a repair service for XYS wigs requiring fixing due to non-human damage. Available for orders within 90 days from receipt. Here is the repair process:Step one: Contact us with pictures or videos for our staff to assess repair feasibility.
Step two: We'll provide the mailing address upon our staff's approval.
Note: You're responsible for shipping costs.
Step three: Repair time up to 30 days, with possible additional time after evaluation.
