Shipping & Returns
WE ARE ALWAYS HERE TO HELP.
We offer a 100% Satisfaction Guarantee so you can return 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 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 product. However, we will not accept the return or exchange of any hair wigs, extensions, toppers 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 or refund. The hair product must remain in their original, brand new condition. We have various ways to determine if the hair product have been worn, and if this is the case, they will have to be returned to you without a refund for health and legal reasons.
Here are some FAQ in regards to our return policy:
1.WHAT IS THE RETURN 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 returns of opened items. However, we will not accept the return or 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 or refund.
3.DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN?
Yes, all customers are responsible for their own return shipping costs. We recommend that you send your return with a tracking option, because Lily Hair will not be responsible for lost returns.
If the quality issue exists, Lily Hair will take the cost of return 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 return, as the return address may be different from the address your order was originally shipped from. Also, the RMA facilitates tracking of your returned product and expedites your refund. Please note that refunds for merchandise returned without contacting us cannot be guaranteed.
5.WHEN WILL I RECEIVE MY REFUND?
A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned hair products were brand new. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.
6.HOW MAY I CONTACT YOU?
You may contact us by e-mail at email@example.com. 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!
1.PURCHASED BUT NOT SHIPPED (CANCELLATION)
1. Your order canceled within 24 hours would full refund, out of stock order would full refund.
2. In stock order will be issued as soon as possible after your purchase, so you will be charged a 5% processing fee.
3. Order you agreed to customized can’t be canceled.
2.PRODUCT HAS BEEN DELIVERED (UNUSED)
Within 90 days of receipt of your order, you may return the unused product(s).
To be eligible for a return, the product must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
Customers are responsible for return shipping costs.
And the fee due to the days of receipt of your order you will be charged up to
1. 0-30 Days : 15% restocking fee.
2. 30-60 Days : 20% restocking fee.
3. 60-90 Days : 30% restocking fee.
This is withheld from refund
We do not offer returns except in EXTREME cases of breakage/malfunction.
The customer must email to firstname.lastname@example.org for a return authorization prior to sending any product back to LilyHair®. Or the refund will not be issued and the customer will have to pay the shipping to get the item returned, or, sacrifice the item
If your approved return passes our inspection, you may receive an exchange or a refund. The returning address are accessible by contacting service team email@example.com to get.
Please send us a notification after you ship the item out and you need to provide a tracking number. Once we received the item you sent and check the item is in good condition, we will exchange or give you a refund. This will be issued in 2 working days.
4.LATE OR MISSING REFUNDS.
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 yet, please contact us at firstname.lastname@example.org
5.SHIPPING DAMAGE CLAIMS
We are proud of our products, but we can't control the shipment. In some extreme cases, the item you receive may be damaged during transportation, so you should check the item in good condition when receiving it. If the unfortunate thing really happens, please provide us with the Photo or video and contact us at email@example.com.
Notice: we will not accept Shipping Damage Claims later than 14 days from receipt of products.