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Exchange Policy


WE ARE ALWAYS HERE TO HELP.

We offer a 100% Satisfaction Guarantee so you can exchange any item for any reason (including custom products) that you purchase from us as long as you follow our guidelines listed below.
Unlike most hair products brands, we are so confident with the quality of our hair products that we allow you to open your packaging and fully inspect them to make sure that you are completely satisfied with your purchase before you decide if you want to keep your hair products. However, we will not accept the exchange of any hair products that have been worn, used or damaged in any way. Also, if any hair styling or caring products (e.g. hair spray, dye, conditioner, etc.) are placed on them or if they are styled or heat-treated in any way, they will not qualify for an exchange. The hair products must remain in their original, brand new condition. We have various ways to determine if the hair products have been worn, and if this is the case, they will have to be returned to you without a refund or exchange service.


Here are some FAQ in regards to our exchange policy:


1. WHAT IS THE EXCHANGE PERIOD?

We will provide a refund on hair products within 90 days of the date that you receive your hair products.


2.CAN LILY HAIR BE RETURNED IF OPENED?

Unlike many other hair products suppliers, we do allow exchanges of opened items. However, we will not accept the exchange of any hair products that have been worn, used or damaged in any way. Also, if any hair styling or caring products (e.g. hair spray, dye, conditioner, etc.) are placed on them or if they are styled or heat-treated in any way, they will not qualify for an exchange.


3.DO I HAVE TO PAY FOR THE SHIPPING OF MY EXCHANGE?

Yes, you are responsible for all exchange shipping costs. We recommend that you send your set back with a tracking option, because Lily Hair will not be responsible for lost packages. Note: please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.

If the quality issue exists, Lily Hair will take the cost of exchange shipping.

4. MAY I RETURN MY LILY HAIR PRODUCTS WITHOUT CONTACTING YOU OR GETTING AN RMA?

There is no doubt that you must contact us prior to sending your set back, as the return address may be different from the address your order was originally shipped from. Please note that exchanges for merchandise returned without contacting us cannot be guaranteed.


5.WHEN WILL I RECEIVE MY EXCHANGE?

We will send you the required hair product after we have received, inspected and confirmed that the returned hair product was not opened.


6.HOW MAY I CONTACT YOU?

You may contact us by e-mail at support@lilyhair.co.uk. The Lily Hair Support team operates seven days a week, 24 hours a day. We always guarantee a response within 12 hours and will be happy to help you!.


Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.

Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.