Do you accept returns?
Yes! Customer satisfaction is our destination! Please feel free to return any eligible item within 15 days after receiving your original order.
1. Items returned within 15 days of receiving your original order will be eligible for a refund if it has evident manufacturing defect, such as the size, style, hair material, cap construction or color doesn't match the description, please feel free to contact us, our customer service will reply to you as soon as possible.
2. Items must be returned in original, factory condition (unaltered, unworn, undamaged and with tags attached in original packaging) as we do not sell refurbished or previously owned products. Please make sure the wig is INTACT and the LACE has NOT been cut.
3. Please notice that if you wish to return any or all parts of your order, you will need to contact customer service firstly, you can send the items back after their confirmation. Once the returned item is received and inspected, your refund will be processed and automatically applied to your original payment account. Buyer needs to pay for the return shipping fee. Or you can keep the product and negotiate with our customer service for the refund directly.
4. Care and styling product, accessories, liquids, and special order items are ineligible for return. Please note that free gifts should be shipped out together with the original package.
5. After the return request has been authorized, the wigs can be shipped back to the address we gave you. Please kindly send email about your order number and returned package number.
Here are some FAQ in regards to our return policy:
1. HOW DO I MAKE A RETURN?
Email us at email@example.com and let us know your order number. We will then provide you with instructions and a return address to ship your set back. All returned items will be inspected to see if you have the qualify for a refund. Note: we highly recommend to ship your set via a trackable shipping option, as that can greatly expedite the process.
2. WHAT IS THE RETURN PERIOD?
We will provide a refund period on unopened hair extensions within 15 days of the date that you receive your hair.
3. WHY ARE SUPERNOVA HAIR EXTENSIONS NON-RETURNABLE IF OPENED?
Human hair extensions are considered a hygienic product. We take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all our customers. We are not alone - other hair extensions suppliers do not allow returns of opened items for the same reasons.
4. DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN?
Yes, you are responsible for all return shipping costs. We recommend that you send your return with a tracking option, because Supernova Hair will not be responsible for lost returns. Note: please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.
5. MAY I RETURN MY SUPER NOVA HAIR WITHOUT CONTACT YOU OR GETTING AN RMA(RETURN MERCHANDISE AUTHORIZATION)?
No. 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.
6. 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. 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. Some financial institutions can take up to 3 business days to process the refund. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.
7. HOW MAY I CONTACT YOU?
You may contact us by email at firstname.lastname@example.org and Whatsapp: +8617719937658. We always guarantee a response within 24 hours and will be happy to help you!