RETURN AND EXCHANGE POLICY

Thank you for choosing APOHAIR for your hair extension needs. We are committed to providing you with the highest quality products and services. To protect your rights as a customer, we have established this clear and transparent return and exchange policy.

1. General Policy

We want you to be completely satisfied with every product you purchase from us. If you are not satisfied for any reason, we are ready to support returns and exchanges according to the conditions and procedures outlined below. This policy aims to protect your legitimate rights and build a long-term, sustainable relationship with our customers.

All hair products provided by APOHAIR are 100% Vietnamese human hair. Hair remains in its natural state as it is collected from Vietnamese women. We promise to try our best to supply customers with the best hair which helps to meet your demands.

support returns and exchanges
Support Returns and Exchanges

2. Return and Exchange Conditions

We only accept returns and exchanges when products meet all the following conditions: 

Time Requirements: Contact our customer service within 7 days of purchase to initiate a refund or exchange request. The timeframe for you to claim a return or exchange will be 7 days after you have received the products.

Product Condition Requirements: Hair is NOT installed, stained, cut or altered in any way. If the item is removed from the package and used in any visible way, all return and exchange policies become invalid. Hair must be in its original bundle and must not be tied at its top. The product must remain in the original packaging with all included materials intact.

Required Documentation: Returned packages must include a copy of the original invoice as proof of purchase.

Shipping Responsibility: Shipping and handling belong to the customer’s responsibility for all return shipments. Products must be returned at your expense. We recommend using a shipping service provider with signature and insurance confirmation service to protect your package.

Processing Requirements: Goods must be received at our company office before the refund can be issued. Please do not return unauthorized items. We are not responsible for lost items, unauthorized returns or items sent to the incorrect address.

return and exchange conditions
Return and Exchange Conditions

3. Cases Not Eligible for Return

APOHAIR provides human hair extensions that are considered to be a hygienic product by law. We take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all of our customers.

All hair extension products of APOHAIR are 100% real human hair, so we cannot accept returns or exchanges on hair that has been used or washed. If the item is removed from the package and used in any visible way, all return and exchange policies become invalid.

Hair must be in its original bundle and packaging and must not be tied at its top. Returned packages must include a copy of the original invoice, and shipping and handling belong to the customer’s responsibility. We do not offer returns or exchanges for custom hair products.

The timeframe for you to claim a return or exchange will be 7 days after you have received the products. Please contact us within 7 days after you have received your order.

cases not eligible for return
Cases not Eligible for Return

4. Return and Exchange Process

To request a product return or exchange, you need to follow the process:

Initial Contact: You need to contact us within 7 days based on the courier’s receipt. Depending on the situation, we might ask you to send a photo of your issue.

Issue Assessment: If the issue can be resolved by casual maintenance, we might be able to provide any product that could help solve your issue. If the issue cannot be resolved that way, the product must be sent back to us before we can take further action. We need to determine if your purchase can be refunded or exchanged.

Inspection Process: Once your package arrives at our warehouse, it will be inspected to ensure the security seals haven’t been tampered with. If we find the seals have been tampered with, it will not be possible to process a refund or to receive your opened item back.

Liability and Protection: We are not accountable for damaged or lost goods caused by the carrier handling the returned goods. We recommend using a shipping carrier with signature validation and insurance services to protect your package.

return and exchange process
Return and Exchange process

5. Return and Exchange Costs

Please kindly understand that we are unable to cover the fee for return shipping. You will be responsible for paying all return shipping fees, customs fees, and duties for any return shipments back to our facility.

6. Refund Policy

For cases approved for refund, we will follow this procedure:

Refund Timeline: Money will be refunded within 5-7 business days from the date the refund request is approved and we have received and inspected the returned product that meets our requirements.

Refund Methods: Bank transfer for orders paid by cash or bank transfer. Credit card or e-wallet refund for orders paid via credit card or e-wallet. Payment will be processed using the same method as your original purchase.

Refund Amount: We will provide a 100% refund of the hair cost if the product is unused and in its original condition. However, please note that shipping costs, PayPal fees, and any other extra charges/costs will not be refunded under any circumstances.

Processing Requirements: Goods must be received at our company office before the refund can be issued. Once your package arrives at our warehouse, it will be inspected to ensure the security seals haven’t been tampered with. If we find the seals have been tampered with, it will not be possible to process a refund.

refund policy
Refund Policy

7. Order Processing and Cancellation Policy

To ensure the best shopping experience and protect your rights, we have established clear procedures for various situations that may arise during the order process.

Pre-Payment Review: Please check the invoice and items carefully before making payment.

Order Cancellation – Before Processing or Shipping: You may request order cancellation by contacting us immediately via WhatsApp or email. We will support order cancellation and refund (if payment was made) within 24 hours for your convenience.

Early Cancellation (Within 2 Days): Please contact customer service within 2 days of placing the order. We will cancel the order and refund 100% of the value or convert to another item of equivalent value according to customer’s request.

Late Cancellation (After 3 Days): If you want to cancel the order after 3 days of placing the order, we will retain the deposit equivalent to 20% of the value, to compensate for the costs of production activities that have arisen.

Order Cancellation – After Processing or Shipping: Orders cannot be cancelled once they have been processed or shipped. Please receive the goods and follow our return policy if you wish to return the product.

Incorrect Delivery Address – Customer Error: Please contact us immediately for address correction support. If the order has not been shipped, we will update the address. If the order has been shipped and cannot be delivered successfully due to incorrect address, you may need to pay additional shipping costs for redelivery or return costs to our warehouse.

Incorrect Delivery Address – APOHAIR Error: We will take full responsibility and arrange free redelivery for you at no additional cost.

Order Modifications During Production: If you want to modify the order during the production process, please contact customer service and pay any additional fees if any.

Package Inspection Recommendations: To protect your rights, we encourage you to carefully check the outer packaging when receiving goods from the shipping company for signs of dents, tears, or tampering.

Unboxing Documentation: Please record video of the entire process of opening the package and inspecting the product inside. This video and photos will be important evidence if the product has any issues (missing, defective, damaged) when it reaches you.

Order Verification: Carefully check that the received product matches your order (style, color, quantity) and shows no signs of damage or defects.

Immediate Reporting: If you discover any issues with defective, missing, wrong, or damaged products, please contact us immediately within 24 hours of receiving the goods, along with supporting photos or videos as evidence for faster resolution.

8. Customer Support and Contact Information

If you have any questions, please contact us. We guarantee a response within 24 hours and will be happy to help! If you have any questions regarding this matter, please feel free to contact us. It will be a pleasure to assist you.

APOHAIR ETHICAL & PREMIUM HUMAN HAIR EXTENSIONS MANUFACTURER

APOHAIR is always ready to listen and support you. Thank you sincerely for choosing our products!