Refund policy

Return & Exchange Policy

Please read this policy carefully before requesting a return. If your request meets our conditions, we're happy to assist.

General Conditions

We do not offer direct exchanges. To request a return, email us at Hairstoriesbyus@gmail.com within 5 days of receiving your order.

• Returns are only accepted with a valid reason.
• Orders placed on sale or with a discount/coupon code/store credit are not eligible for return.
• To cancel an order, email us within 12 hours of placing it.
• No returns will be processed after 5 days of delivery.

Products Not Eligible for Return

• Sale or discounted orders
• Orders purchased using a coupon code or store credit
• Products purchased in-person
• Products that have been coloured, chemically treated, or damaged through styling after purchase
• Products purchased on platforms other than this (e.g., Amazon)

Return Process

1. Initiate Return – Email Hairstoriesbyus@gmail.com with your order details and reason for return.
2. Approval & Shipping – Our team will review your request and guide you on next steps.
3. Quality Check & Store Credit – Once we receive and inspect the product, store credit will be issued to you via email.
4. For approved returns, a 15% processing fee will be deducted from the refund amount. This fee covers return processing, shipping, administrative costs, and other expenses associated with handling the return. The remaining eligible amount will be refunded once the returned item is received and inspected.

Important Instructions

• Return the product in its original, unused condition. We do not accept products that have been washed, cut, coloured, chemically treated, or brushed (for curly/wavy hair).
• Record an unboxing video before breaking the courier seal to support any damage or missing item claims.
• Record a video or take photos while handing the product to the delivery person for return/exchange requests.
• Clearly write your order number and contact number on the return package.

Refunds & Store Credit

• We offer Refunds to original payment methods and Store credits.
• Store credit can be used for future purchases or gifted to someone else.
• Store credit will be sent to you via email.
• Products purchased using store credit are not eligible for return or exchange.

Please Note: During festivals, sales, adverse weather, natural calamities, or political disruptions, delivery may take up to 20 days. This will not be considered a valid reason for cancellation or refund.

Sale Orders

Orders placed during our Birthday Sale or any special sale event are final sale — no returns, exchanges, or cancellations.

• Delivery may take up to 20 days during peak sale periods.
• Cancellations are not possible once an order is placed.
• No changes can be made to address, product variant, or colour after the order is confirmed.

We strongly recommend double-checking all order details (product type, colour, length, address, and contact information) before completing your purchase.

If you notice a defect, please contact us within 24 hours of purchase. Concerns raised after this window may not be considered.

Contact Us

For any queries or assistance, you can reach us at hairstoriesbyus@gmail.com 

 or call us at (+1) 437-239-4090 (our call team is available from 10AM to 10 PM EST).

Our email support team is available Monday to Saturday, from 9:00 AM to 5:00 PM, and typically responds within 24 hours.