RETURN & EXCHANGE POLICY – TOPLUXHAIR

Our Commitment

At TOPLUXHAIR, your satisfaction is our top priority. We proudly provide 100% Premium Raw Single Donor Hair and stand behind the quality of every bundle we deliver.

Because our hair is sourced from individual donors, slight natural variations in texture, color, and pattern are expected. To ensure full transparency and confidence, we provide photo or video confirmation of your exact order before shipping.

General Guidelines

Natural Color Variation
As this is 100% natural human hair, slight variations in color may occur compared to reference samples due to lighting, environment, and the natural origin of the hair. These variations are normal and are not considered defects or valid reasons for return or refund.

Natural Characteristics
Differences in texture, curl pattern, or softness—especially due to climate, humidity, or seasonal changes—are normal characteristics of raw hair and do not indicate a quality issue.

Non-Returnable Reasons
We do not accept returns or refunds based on “change of mind, personal preference, or subjective dissatisfaction with natural hair characteristics”.

Return & Exchange Eligibility

To be eligible for a return or exchange, the following conditions must be met:

• Timeframe: You must contact us within 15 days of receiving your order.
• Condition: Hair must not be installed, worn, cut, dyed, or chemically altered.
• Original State: Hair must remain in its original condition and packaging.
• Documentation: A copy of the original invoice is required. We strongly recommend providing a clear unboxing video to help us review and resolve your case quickly.
• Exclusions: Customized products (such as custom colors or specific wig densities) are not eligible for return or exchange.

Refund & Resolution Policy

We aim to handle every case fairly and transparently. Refunds are generally considered in the following situations:

• Severe Tangling (Manufacturing Defect):
  The hair arrives in a severely tangled condition (beyond normal shedding), cannot be combed, and is unusable upon arrival due to a verified production issue.
• Major Manufacturing Defects:
  Any serious issue that is confirmed by our team to result from our production process.

Depending on the situation, we may offer a replacement, exchange, store credit, or refund.

Refunds (if approved) are typically processed via PayPal within 7 business days after the returned item has been received and inspected.

Return Shipping & Responsibility

• Shipping Costs: Return shipping and any related handling costs are the responsibility of the customer.
• Secure Shipping: We strongly recommend using a trackable and insured shipping service.
• Liability: We are not responsible for items lost or damaged during return shipping.

Return Process

• Step 1 – Contact Us:
  Please contact your assigned sales representative before returning any item. Returns sent without prior approval will not be accepted.
• Step 2 – Verification:
  Provide clear photos or videos showing the issue. Our team will first offer care guidance or solutions where applicable.
• Step 3 – Return Authorization:
  If the issue qualifies, we will provide a return address (which may differ from the original shipping location).
• Step 4 – Inspection & Resolution:
  Once we receive and inspect the item, we will confirm eligibility and proceed with the appropriate resolution.

15-Day Product Guarantee

TOPLUXHAIR offers a 15-day guarantee for verified manufacturing defects. If you believe there is an issue with your order, please contact us as soon as possible.

Our team is always here to work with you and provide a fair, transparent, and satisfactory solution.

If you have any questions or need assistance, please feel free to reach out to us at any time. We are committed to supporting you and building a long-term, trusted partnership.