Refund policy
Return and Refund Policy
We want you to be satisfied with your purchase from Emma Hair. If you are not completely happy with your order, you may request a return within 30 days of receiving your item.
Return Eligibility
To be eligible for a return, the item must meet all of the following conditions:
- The return request must be submitted within 30 days of delivery.
- The item must be unused, unworn, unwashed, unaltered, and undamaged.
- The lace must not be cut, trimmed, or altered.
- The item must be returned in its original condition, with all packaging, tags, accessories, and gifts included.
- The item must not have any signs of use, odor, stains, product residue, or damage.
For hygiene reasons, hair products that have been worn, installed, washed, styled, cut, colored, or altered in any way cannot be returned.
Non-Returnable Items
The following items are not eligible for return:
- Used, worn, washed, installed, altered, or damaged hair products
- Products with cut or altered lace
- Custom-made or specially customized items
- Clearance or final sale items
- Free gifts or promotional items
- Items returned without prior approval
How to Request a Return
To request a return, please contact us within 30 days of receiving your order at:
Please include your order number, the reason for return, and clear photos of the item in its original condition.
Once your return request is approved, we will provide return instructions. Items sent back without approval may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item received is incorrect, defective, or damaged upon arrival.
We recommend using a trackable shipping service, as we are not responsible for lost or delayed return packages.
Refunds
After we receive and inspect the returned item, we will notify you whether your refund has been approved.
If your refund is approved, we will process the refund to your original payment method within 7 business days after receiving and inspecting the returned item. Please note that your bank or payment provider may require additional time for the refund to appear in your account.
Original shipping fees, if any, are non-refundable unless the return is due to our error.
Damaged or Incorrect Items
Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, please contact us immediately with your order number and clear photos so we can review the issue and provide a suitable solution.
Important Notice
Returned items that do not meet the above conditions may be refused or sent back to the customer.