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 7 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 7 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.

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.