Return & Exchange Policy
Because human hair products are hygienic and can be permanently changed by handling, installation, washing, cutting, coloring, or styling, all return and exchange requests are subject to strict condition requirements and inspection.
Last updated: July 29, 2026This is not a free-return program. Customers returning an eligible item because of preference, an incorrect selection, or a change of mind are responsible for return shipping. Original outbound shipping costs are non-refundable and may be deducted from the refund as described below.
1. Request Deadline
Return and exchange requests must be submitted by email within 3 business days of the carrier-confirmed delivery date.
For this policy, business days are Monday through Friday and exclude recognized holidays. Submitting a request does not guarantee approval. The product must also meet every eligibility requirement in this policy.
Requests submitted after the 3-business-day window may be declined, except where applicable law requires otherwise.
2. Product Condition Requirements
To qualify for a return or exchange, the product must be unused, unaltered, and in its original resalable condition.
The product must not have been:
- Worn, installed, tried on as an installed style, or attached to natural hair.
- Washed, co-washed, conditioned, rinsed, or exposed to water.
- Brushed, combed, detangled, unraveled, separated, or removed from its original bundle configuration.
- Cut, trimmed, layered, colored, dyed, bleached, lifted, toned, permed, relaxed, or chemically treated.
- Heat-styled, curled, straightened, steamed, or altered with styling tools.
- Exposed to oils, sprays, glue, adhesive, makeup, perfume, smoke, odors, chemicals, or styling products.
In addition:
- Bundle ties, bands, wefts, tags, and original configuration must remain intact.
- Wig, closure, and frontal lace must remain uncut, untinted, unbleached, unplucked, and unaltered.
- Tape-ins, clip-ins, bulk hair, crochet hair, and installation products must remain unused and uninstalled.
- Original packaging, tags, accessories, and included items must be returned with the product.
Inspect the texture, color, length, quantity, and condition before manipulating the hair. Once a product has been washed, installed, cut, colored, brushed, combed, unraveled, or otherwise altered, it will not qualify for return or exchange.
3. Customer-Preference Returns
An eligible unused item may be considered for return when the request results from a change of mind, preference, incorrect length or texture selection, or another reason not caused by a Her Hair Company error.
For a customer-preference return:
- The request must be submitted within 3 business days of delivery.
- The item must satisfy all product-condition requirements.
- The customer is responsible for return shipping.
- The customer is responsible for using a trackable shipping method.
- Original outbound shipping charges and expedited shipping charges are non-refundable.
- If Her Hair Company paid the outbound shipping cost, the applicable shipping deduction may be subtracted from the refund.
Minor natural differences in shade, curl pattern, wave pattern, strand diameter, texture, or appearance are normal characteristics of human hair and do not automatically qualify as a defect.
4. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, incorrect, or materially different item, email info@herhaircompany.com within 3 business days of delivery.
Please include:
- Your full name and order number.
- A clear description of the issue.
- Clear photographs of the product, packaging, labels, bundle ties, lace, and shipping label.
- A short video when photographs do not clearly show the issue.
Do not wash, install, cut, color, brush, comb, unravel, or alter the product before the claim is reviewed.
Verified Her Hair Company Error
If we verify that the item is defective, damaged before delivery, incorrect, or affected by a fulfillment error, we will provide approved return instructions and cover the approved return shipping cost. Depending on the circumstances and product availability, the resolution may be a replacement, exchange, or refund.
Issue Not Verified
If the product shows normal human-hair variation, customer alteration, installation damage, chemical damage, improper care, or another issue not caused by Her Hair Company, the request will be handled under the customer-preference terms or may be declined.
5. Exchanges
Approved exchanges are subject to the following conditions:
- The exchange request must be submitted within 3 business days of delivery.
- The returned item must meet all unused and original-condition requirements.
- Exchanges are limited to a maximum of two exchanges per order.
- The replacement product must be of equal or greater value.
- The customer must pay any price difference before the replacement is shipped.
- The customer is responsible for return shipping and replacement reshipping costs when the exchange is based on preference or selection.
- If the exchange results from a verified Her Hair Company error, we will cover the approved return shipping and replacement shipping.
- Exchange approval and replacement availability are not guaranteed until the returned item passes inspection.
If the requested replacement is unavailable, Customer Care will contact you about another eligible product or an applicable refund.
6. How to Request a Return or Exchange
All return and exchange requests are handled by email only.
Her Hair Company
Attn: Returns Department
41484 Christy Street
Fremont, CA 94538
United States
Use this address only after receiving written return authorization. If the address or instructions in the authorization email differ from the address shown above, the authorization email controls.
7. Return Shipping and Outbound Shipping Deductions
Shipping responsibility depends on the reason for the return.
| Return Reason | Return Shipping | Original / Outbound Shipping |
|---|---|---|
| Customer preference, incorrect selection, or change of mind | Paid by the customer | Non-refundable; the applicable outbound shipping cost may be deducted |
| Verified damaged, defective, or incorrect item | Approved return shipping covered by Her Hair Company | Not deducted when the return results from a verified Her Hair Company error |
Current Outbound Shipping Deductions
- FedEx / standard 2-business-day service: $10 may be deducted.
- UPS / express 1–2-business-day service: $20 may be deducted.
A free-shipping promotion means Her Hair Company paid the outbound carrier cost on the customer’s behalf. It does not make a customer-preference return free.
Return shipping purchased by the customer is not reimbursed unless Her Hair Company agreed in writing to cover an approved error-related return.
Her Hair Company is not responsible for unauthorized returns or return packages lost in transit. Keep the shipping receipt and tracking information until the return has been completed.
8. Inspection and Refunds
All returned products are inspected after arrival. Approval issued before shipment is conditional and does not guarantee a refund or exchange if the returned product fails inspection.
If approved after inspection, the refund will generally include the eligible product amount actually paid after discounts. Original shipping, expedited shipping, customer-paid return shipping, duties, taxes collected by third parties, and other non-refundable charges are excluded unless the return results from a verified Her Hair Company error or applicable law requires otherwise.
Approved refunds are issued to the original payment method. After the refund is issued, the customer’s bank, credit-card provider, or payment service may require additional business days to post the credit.
If the product does not satisfy the condition requirements, Customer Care will provide the inspection result. An ineligible item will not receive a refund or exchange, and additional shipping may be required if the customer requests that it be sent back.
9. Unauthorized, Refused, or Undeliverable Returns
Do not refuse delivery, return a package to the sender address, or mail a product without written authorization.
Unauthorized, refused, abandoned, incorrect-address, or undeliverable packages do not automatically qualify for a refund. Carrier return fees, address-correction charges, original shipping costs, customs fees, and reshipment costs may be deducted from any eligible refund when the issue was not caused by Her Hair Company.
10. Order Cancellations and Modifications
To request a cancellation or order modification, email info@herhaircompany.com within one hour of placing the order.
We will make reasonable efforts to assist, but cancellation or modification is not guaranteed after processing begins. Orders that have shipped cannot be cancelled or modified and must follow this return policy after delivery.
11. Mandatory Consumer Rights
Nothing in this policy limits a consumer right or remedy that cannot lawfully be excluded. Where mandatory law provides greater rights, those rights will apply.