Exchange and Return Policy

First Purchase Assurance

We offer free returns for your first order. If it’s a refund, please refer to the following return and exchange policy.

Cancellation

We will accept an order cancellation before the product is shipped or manufactured. We cannot cancel the order once the product has been shipped.

• If an order is canceled without a perm, haircut or base cutting service, you will receive a full refund.
• If an order is canceled that includes a perm, haircut, or base cut service, you will receive a partial refund according to the refund policy below.
  
  Returns (if applicable)

We accept return of products. Customers have the right to apply for a return within 30 days after the receipt of the product. 
To be eligible for a return, your item must be unused and in the same condition that you received it. 
Customers will only be charged once at most for shipping costs (this includes returns); No restocking fee to be charged to the consumers for the return of a product.

   *Stock hair systems:

1. If you find there is a problem with your order or are unhappy with your hair system in any way when you receive it please contact us immediately. Do not cut, style, color or wash the hair or wear the hair system. Our customer service team will be happy to discuss any issue with you and will be able to replace your hair system with another one if required. Lordhair is responsible for return cost incurred due to any quality-related issues. For reasons determined solely by the customer, or other factors as determined by Lordhair, the customer will be responsible for shipping.

2. We also offer a 30-day money-back guarantee providing the hairpiece has not been cut, styled, colored, washed or worn. After the 30-day period, please contact our customer service team for solutions.

   *Custom hair systems:

   - If it is faulty, we will repair. If it is irreparable we will make a replacement system.

   - You must provide photos and/or videos that demonstrate fault.

   - Can only be returned if unworn and unaltered by you.

   - Goods must be returned within 30 days after you receive them.

   - Refunds can be claimed if unworn and unaltered by you.

   - Refund attracts 50% service fee.

   - In order to cover labor and material costs, if you cancel a custom order before you receive it, you will only receive a 50% refund.

   - If you order a wrong custom made hair system by mistake, the hair system cannot be returned for a refund. If you would like us to adjust it, extra cost will be charged accordingly.

   - You will be responsible for the hair systems until they reach us.

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

-Refunds can only be issued if the hair system is completely unused and no modifications have been carried out by yourself. E.g. if you have trimmed edges or cut the hair yourself, we are unable to accept returns. Returns on add-on service stock hair systems can be accepted for a partial refund, please see the details below.

*Upon reception of your hair system, kindly inspect thoroughly for any quality problems, before any alterations such as cutting the base, trimming the hair, or dying the hair system. We do not accept returns/refunds on such hair systems, unless altered by us.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@lordhair.com.

Please contact our Customer service at support@lordhair.com to get the return address.

FAQ