Refund policy

RETURN AND REFUND POLICY

Last updated: August 11, 2026

At PrimeHairLuxury, we want you to be satisfied with your purchase. Please review this policy before returning any product.

1. RETURNS

You may request a return within 14 days of delivery.

To be eligible for a return, the product must be:

  • Unused, unworn, and unwashed;

  • In its original condition and packaging;

  • Free from odors, makeup, glue, or styling products;

  • Uncut, uncolored, and chemically untreated; and

  • Returned with all original tags and accessories.

Proof of purchase is required.

2. WIGS AND HAIR PRODUCTS

For hygiene and quality reasons, wigs, bundles, closures, frontals, and hair extensions cannot be returned if they have been altered or used.

Products are not eligible for return if:

  • Lace has been cut, tinted, or altered;

  • Knots have been bleached;

  • Hair has been washed, colored, bleached, or chemically treated;

  • Hair or wefts have been cut;

  • The product has been installed, glued, taped, or sewn in;

  • Bundle ties or original tags have been removed;

  • The product shows signs of wear, styling, or use.

Please inspect your hair carefully before cutting the lace, removing bundle ties, coloring, washing, or installing it.

3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order after delivery.

If you receive an item that is damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible, preferably within 7 days of delivery.

Please provide:

  • Your order number;

  • A description of the issue; and

  • Clear photos or videos of the product.

Do not wash, install, cut, color, or alter a product if you believe it is defective.

After review, we may offer a replacement, exchange, refund, or prepaid return shipping where appropriate.

4. HAIR COLOR, TEXTURE, AND LENGTH

Because human hair is a natural product, minor variations in color, texture, curl pattern, and appearance may occur.

Curly and wavy hair should be stretched straight when measuring its full length.

Hair color may also appear slightly different depending on lighting and screen settings.

Minor natural variations are not considered product defects.

5. CUSTOM PRODUCTS

Customized, personalized, custom-colored, or made-to-order products are generally non-returnable once production has started, unless the product is defective or materially different from the agreed specifications.

6. RETURN SHIPPING

For returns due to change of mind, incorrect length, color, texture, or another customer selection error, the customer is responsible for return shipping costs.

We recommend using a trackable shipping service.

If the return is caused by an error by PrimeHairLuxury or a verified product defect, we will cover reasonable return shipping costs where applicable.

Original shipping fees are generally non-refundable unless the return resulted from our error.

7. EXCHANGES

Eligible products may be exchanged if replacement inventory is available.

Any difference in price between the original and replacement product must be paid or refunded as applicable.

All exchange items must meet the same return eligibility requirements listed above.

8. ORDER CANCELLATIONS

You may request cancellation within 24 hours after placing your order, provided the order has not already been processed, customized, or shipped.

Cancellation requests are not guaranteed once fulfillment has begun.

9. REFUNDS

After your approved return is received, we will inspect the product.

Please allow up to 5 business days for inspection.

If approved, your refund will be issued to your original payment method within approximately 10 business days.

Your bank or payment provider may require additional time to process the refund.

10. NON-RETURNABLE ITEMS

The following items cannot normally be returned:

  • Used or installed hair;

  • Wigs with cut or altered lace;

  • Hair that has been washed, cut, colored, bleached, or chemically treated;

  • Products with removed bundle ties or tags;

  • Custom or personalized products;

  • Gift cards;

  • Products marked Final Sale.

This does not affect rights relating to defective or incorrectly supplied products where required by applicable law.

11. HAIR CARE

The lifespan and condition of human hair depend on proper care.

Damage caused by improper washing, excessive heat, bleaching, coloring, chemical treatments, incorrect installation, or poor maintenance is not considered a manufacturing defect.

PrimeHairLuxury is not responsible for third-party salon, installation, coloring, styling, or removal costs.

12. INTERNATIONAL ORDERS

International customers may be responsible for customs duties, import taxes, VAT, brokerage fees, or other charges imposed by their country.

These charges are generally non-refundable by PrimeHairLuxury.

13. CONTACT US

To request a return, exchange, refund, or report a product issue, please contact PrimeHairLuxury Customer Support through the Contact page on our website.

Please include your order number with your request.

Do not send a return without receiving return instructions from PrimeHairLuxury first.