Return, Exchange and Refund

Your satisfaction is our goal. Please contact us if you are not satisfied with the product(s) that you purchase from us. You may return the product(s) for a refund or an exchange within 7 days from the date you receive your product(s). We may ask you to provide photos or a video of the product(s) before the process of an exchange, or a refund is being initiated.

Hygiene Policies on Wearable Products
Due to Sanitary Rules, there are NO REFUNDS or EXCHANGES on Wearable Products such as WIG, BUNDLE, CLOSURE, BRAIDING HAIR etc., once the items are REMOVED, HANDLED OR USED. Handling and using includes combing, brushing, cutting, washing, dying, bleaching, curling, braiding, spraying, wearing, etc. Product(s) damaged, ripped or torn cannot be returned. The merchandises must be in their original packaging. For example, bundles cannot be untied at the top. All tags must also be attached. Heavely LuxHair adheres to these strict policies with respect to hair returns and hygiene concerns.

Unauthorized returns will not be accepted. Heavenly LuxHair assumes no responsibility for unauthorized returns or merchandise(s) shipped to an incorrect return address. No refunds will be provided to orders that are refused by the customer at the time of delivery. Also, no refunds will be issued to customized products.

We recommend a tracking number for authorized return shipping. Instructions in return will be sent to customers via email. The return package must include your name and order number. If customers send the merchandise(s) back because the customers do not like the product(s), the customers are responsible to pay return shipping for an exchange or a refund. We only cover the cost of returning the merchandise(s), when the wrong merchandise(s) is shipped to the customers.
We will process your refund or exchange after we receive, inspect and verify your mail-in return. It typically takes about 1-3 working days to process your return. When a refund is made, the funds are returned in the same way you paid for them. It may take up to 10 working days for your bank to put funds back into your account.

Cancellation and Changes
If you need to cancel or change an order after you have completed the payment, please email us immediately (within two hours). A payment transactional fee (0.29%+0.30) will be charged for cancellation or an order change before the merchandise(s) is shipped out. Once the merchandises have been shipped out, orders cannot be canceled and refunded.

Final Sale
Please note that ALL SALES ARE FINAL. There are NO RETURNS, REFUNDS OR EXCHANGES on Final Sale and Discounted items once purchased or order and payments are made. Bundle deals and package deals are also included as final sales.

Exchange(s)
Only one time exchange per customer is allowed if the product is in its original, unaltered package (unless there is an agreement for an additional exchange). We will gladly exchange or issue a full refund for any item(s) shipped in error after we receive the product(s) back from the customer. Replacement items will be shipped as soon as the original items are returned and received without any problems. Due to the personal nature of hair products, we adhere to strict policy regarding exchanges. The merchandise(s) must not be handled and used in any way. All hair merchandise is packaged in clear packaging allowing you to view and to touch the hair merchandise without removing and handling it. Customized products cannot be exchanged. 

Please check the item(s) before sending us any merchandise(s) for exchange. If the merchandise is altered and not deemed as in its original condition, the item is not suitable for exchange and should NOT be sent to us. We will charge an additional payment if customers are exchanging for items that cost more than the items you purchased. We will refund the difference of what you paid vs. the sales price, if the products you are exchanging cost lower than the items you purchased.

Restocking Fees
A 15% restocking fee also applies when orders are returned due to an undeliverable address.