Free Exchange & Return

Free Return & Exchange Policy

It is important to us that you are completely satisfied with your purchase. 

If for any reason you do not absolutely love the item you ordered, we gladly offer FREE returns and exchanges service (only once per customer). Please do not cut the lace, make sure the wig is unaltered, unworn, unwashed, undamaged and in original packaging within 7 days. 

Before shipping back, please email us firstly for the shipping address. Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. We have all the rights to refuse the package if you send it back without our permission.

Custom made orders can't be exchanged and returned except for our mistakes.

 

Exchange policy

  1. Email service@hairvivi.com within 7 days after receiving your package to make an application for exchange. Emails received after 7 days will not be taken into consideration. 
  2. Please email us with photos of the hair for our reference. We will reply with return instructions after confirming it's in consistency with our policies.
  3. We can offer one-time exchange without restocking fee for the items that have not been worn or tampered with. After we have received the returned package from you we will then ship the exchanged item.
  4. For any price differences between the exchanged items, we will charge you extra or credit back the overcharge.
  5. Please don't bother to send the box, you can pack the wig directly with the express bag. Customers who don’t follow the return instruction will be responsible for extra shipping fee caused.
  6. We will pay for the return fee, customers are responsible for the re-shipping fee.

         Rush Exchange:   

         1. You can place a new order and receive your refund when the original item arrives back.

           2. Place a new order online, we will prepare the new hair while waiting for the return. Your new hair will be shipped to you after it is finished.

          3. When we receive the returned product in original condition, we'll issue the refunds or store credit that has the delay.

           4. We will pay for the return fee, customers are responsible for the re-shipping fee.

    Return Policy

    1. We can offer one-time free returns for the items that have not been worn or tampered with. 
    2. Email service@hairvivi.com within 7 days to make an application for return. Emails received after 7 days will not be taken into consideration. 
    3. Please email us with photos of the hair for our reference. We will reply with return instructions after confirming it's in consistency with our policies.
    4. Any packages posted without our consent will not be accepted. 
    5. There won’t be any restocking fee charged.
    6. Please don't bother to send the box, you can pack the wig directly with the express bag. Customers who don’t follow the return instruction will be responsible for extra shipping fee caused.
    7. *Customers will have to pay customs fee resulted from not following our return instructions.
    8. *Please do not refuse to sign for your package. If you want to return your wig, please sign for your package first & email service@hairvivi.com for return instruction. Or you will have to pay the high customs fee resulted from not following our instructions.

    9. The product must be in its original state.

     

    Repair Policy    

    1. Every customer can enjoy a one-time free repairing service within after-sale three months (except the damage caused by improper use ).
    2. Repair services after 3 months will be charged a fee that depends on what kind of repair needs to be done.
    3. Please email service@hairvivi.com with pictures before you return it we have to make sure whether it can be repaired.
    4. We will initially determine the cause based on the photos, specific reasons and repair methods will be given after wig is received and checked by professional staff.
    5. The repair costs will be on the customers if the damage is the result of inappropriate use.
    6. Customers are responsible for the return shipping fee.