Refund policy

Returns, Exchanges & Order Changes

Last updated: July 29, 2026

Because human hair products are hygienic and can be permanently changed by washing, installation, cutting, coloring, brushing, combing, unraveling, styling, or chemical processing, all return and exchange requests are subject to strict condition requirements and inspection.

This 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.

Order Cancellations and Changes

To request a cancellation or modification, email info@herhaircompany.com within one hour of placing your order.

We will make reasonable efforts to accommodate your request, but cancellations and modifications are not guaranteed once processing has begun. Orders that have already shipped cannot be cancelled or modified.

If a cancellation is approved before fulfillment, the payment will be refunded to the original payment method. Once an order has shipped, the policy below applies after delivery.

3-Business-Day Request Window

All 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 within 3 business days does not automatically guarantee approval. The product must also satisfy every condition in this policy.

Requests submitted after the 3-business-day window may be declined, except where applicable law requires otherwise.

Inspect Your Order Before Handling the Hair

Inspect the product immediately after delivery to confirm the item, texture, color, length, quantity, and visible condition.

Do not wash, co-wash, condition, install, wear, cut, color, brush, comb, detangle, unravel, separate, heat-style, chemically process, or otherwise alter the product if you may need to request a return or exchange.

Return and Exchange Eligibility

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, 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 the original bundle 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.
• All original packaging, tags, bands, ties, accessories, and promotional gifts included with the order must be returned.
• The product must be free from odors, smoke, makeup, adhesive, glue, oils, chemicals, perfumes, and signs of use or excessive handling.

You may remove the product from its outer packaging only as necessary for a reasonable visual inspection. Do not manipulate, separate, comb through, or otherwise handle the hair beyond what is necessary to confirm the item received.

Items That Cannot Be Returned or Exchanged

The following items are not eligible:

• Products that have been worn, installed, washed, unraveled, brushed, combed, cut, colored, bleached, styled, chemically treated, or otherwise altered.
• Products with cut, tinted, bleached, plucked, glued, or otherwise altered lace.
• Custom-made, personalized, specially modified, or special-order products.
• Gift cards.
• Items clearly marked “Final Sale” before purchase.
• Products returned without required original packaging, tags, accessories, or promotional gifts.
• Unauthorized returns mailed without written approval.

A promotional discount does not automatically make an item final sale unless the product was clearly identified as “Final Sale” before purchase.

Customer-Preference Returns

An eligible unused item may be considered for return when the request results from a change of mind, an incorrect product selection, a preferred different length or texture, or another reason not caused by Her Hair Company.

For customer-preference returns:

• The request must be submitted within 3 business days of delivery.
• The product must satisfy every return-condition requirement.
• The customer is responsible for return shipping.
• The customer must use a trackable shipping service.
• Original standard, expedited, express, and international shipping charges are non-refundable.
• If Her Hair Company paid the original outbound shipping cost, the applicable shipping deduction may be subtracted from the refund.

Minor natural differences in shade, strand diameter, wave pattern, curl pattern, texture, or appearance are normal characteristics of human hair and do not automatically qualify as a defect.

Damaged, Defective, Incorrect, or Materially Different Items

If you receive an item that is damaged, defective, incorrect, or materially different from what you ordered, 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.

If we verify that the item is defective, damaged before delivery, incorrect, or affected by a Her Hair Company fulfillment error, we will provide approved return instructions and cover the approved return shipping cost.

Depending on the circumstances and product availability, the approved resolution may be a replacement, exchange, or refund to the original payment method.

If the issue results from normal human-hair variation, customer alteration, installation damage, chemical damage, improper maintenance, or another condition not caused by Her Hair Company, the request may be handled under the customer-preference terms or declined.

Exchanges

Approved exchanges are subject to the following conditions:

• The request must be submitted within 3 business days of delivery.
• The returned product must meet every unused and original-condition requirement.
• 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.
• Customer-preference exchanges require the customer to pay return shipping and replacement reshipping costs.
• If the exchange results from a verified Her Hair Company error, we will cover the approved return and replacement shipping costs.
• Exchange approval and replacement availability are not guaranteed until the returned product passes inspection.

If the requested replacement is unavailable, Customer Care will contact you about another eligible product of equal or greater value or an applicable refund.

How to Request a Return or Exchange

All return and exchange requests are handled by email only.

1. Inspect the order immediately. Confirm the item, texture, length, quantity, color, and condition before altering the product.
2. Email Customer Care. Contact info@herhaircompany.com within 3 business days of delivery and include your order number, request reason, and clear photos or video.
3. Wait for written authorization. Do not mail the product until you receive written approval and return instructions. Unauthorized returns will not be accepted.
4. Ship the authorized return. Follow the instructions in the authorization email, write the order number clearly on or inside the package, use trackable shipping, and email the tracking number to Customer Care.

Unless otherwise stated in the authorization email, the approved return must be shipped within 7 calendar days after the return instructions are issued.

Keep your shipping receipt and tracking information until the return or exchange has been completed.

Authorized Return Address

Her Hair Company
Attn: Returns Department
41484 Christy Street
Fremont, CA 94538
United States

Use this address only after receiving written authorization. If the address or instructions in the authorization email differ from the information shown above, the authorization email controls.

Do not send returns to the sender address printed on the original package or to the company’s registered business address.

Return Shipping and Outbound Shipping Deductions

• Customer preference, incorrect selection, or change of mind: The customer pays return shipping. Original outbound shipping is non-refundable, and the applicable outbound shipping cost may be deducted.
• Verified damaged, defective, or incorrect item: Her Hair Company covers the approved return shipping cost. Original outbound shipping will not be deducted when the return results from a verified Her Hair Company error.
• International orders: Customs duties, import taxes, brokerage charges, and government or carrier fees are not refundable by Her Hair Company. The customer pays international return shipping unless the return results from a verified Her Hair Company error.

Current outbound shipping deductions for customer-preference returns:

• 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 original outbound carrier cost on the customer’s behalf. It does not make a customer-preference return free.

Customer-paid return shipping 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. We strongly recommend using a trackable and insured shipping method.

Inspection and Refunds

All returned products are inspected after arrival. Return authorization 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 charges, expedited shipping charges, 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 returned product does not satisfy the eligibility requirements, Customer Care will provide the inspection result. An ineligible product will not receive a refund or exchange. Additional shipping may be required if the customer requests that the product be sent back.

Refused, Undeliverable, and Incorrect-Address Packages

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 an eligible refund when the issue was not caused by Her Hair Company.

Customers are responsible for reviewing and confirming the shipping address before submitting an order. Contact us immediately if an address correction is needed.

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.

Contact Us

For cancellations, order modifications, returns, exchanges, or product concerns, contact:

Her Hair Company Customer Care
Email: info@herhaircompany.com

Please include your full name and order number. Do not send a product until written return authorization and the correct return instructions have been issued.