Refund policy

RETURN & REFUND POLICY — LUXELACELLC

1. ALL SALES FINAL

Due to the strict health and hygiene regulations governing human hair and lace products, all sales are final. We do not offer refunds, returns, or credits for any reason, including but not limited to:

  • Change of mind or personal dissatisfaction with style, texture, or length.

  • Inability to achieve a desired installation result or fit.

  • Misunderstanding of product specifications (please review product descriptions carefully before purchasing).

2. LIMITED EXCHANGE POLICY (PRE-INSTALLATION ONLY)

We are committed to order accuracy. We will only facilitate an exchange if we have objectively shipped an item different from the specific product listed on your original order confirmation (e.g., wrong length, wrong style, or wrong texture).

3. STRICT ELIGIBILITY CRITERIA

To be considered for an exchange, the product must be in its original, factory-sealed state.

  • The Lace: Must be entirely uncut and unbleached.

  • The Hair: Must be unwashed, unconditioned, unbrushed, and unworn.

  • The Condition: If the item shows any signs of wear or alteration—including, but not limited to, the application of glue/adhesive, plucking, cutting, washing, styling, or the presence of external odors (such as smoke, perfume, or hair products)—the item is automatically disqualified from an exchange.

  • Installation Clause: Once a wig has been installed, customized, or worn, it is strictly ineligible for exchange. There are no exceptions.

4. THE 72-HOUR VERIFICATION WINDOW

Any discrepancy must be reported to us within 72 hours or less of the delivery timestamp recorded by the carrier (USPS, FedEx, or UPS). Claims made after this 72-hour window will be rejected.

5. EXCHANGE PROCEDURE

  • Notification: Email us at [Insert Support Email] within the 72-hour window. You must include your order number, a detailed explanation of the error, and clear, high-resolution photos/videos of the product (including the original packaging).

  • Assessment: LUXELACELLC reserves the right to physically inspect the returned item before approving any exchange. If we determine the item has been altered, tampered with, or used, the request will be denied, and the item will be returned to you at your expense.

  • Approval: If approved, you will receive a Return Authorization (RA) number and shipping instructions. Items must be shipped back within 2 business days of RA issuance.

6. LIMITATION OF LIABILITY

LUXELACELLC is not responsible for any costs incurred during the return shipping process. We are not liable for packages lost or damaged during return transit; we strongly recommend using a trackable and insured shipping method.