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Your first order is eligible for free returns. Please check our Money-Back Pricing Policy for your convenience. If you choose to return this item yourself, the return shipping cost will not be reimbursed. axhair is not liable for any loss or damage during shipping. For refunds, please refer to our Return & Exchange Policy.
We understand that plans can change, and we are here to help. If you need to cancel your order, please review the information below.
| Product Type | Cancellation Condition | Refund Policy |
|---|---|---|
| Stock Hair Systems | Order is cancelled before shipment and no perm, haircut, or base cut service has been added. | Full refund. |
| Stock Hair Systems with Add-On Services | Order includes services such as perm, haircut, base cut, excess edge trimming, thinning, or other customization services. | Partial refund according to the Refund Policy. |
| Custom Hair Systems | Cancellation or customization request is made before shipment or while the order is still in production. | Partial refund may be offered based on the Refund Policy and the current stage of production. |
| Custom Hair Systems Before Delivery | Customer cancels a custom order before it is delivered. | 50% refund to help cover labor and material costs. |
We gladly accept returns on eligible products. You may request a return within 30 days of receiving your order.
| Return Requirement | Details |
|---|---|
| Return Window | Return requests must be made within 30 days of receiving the order. |
| Item Condition | The item must be unused and in the same condition as when you received it. |
| Shipping Costs | Customers will only be charged shipping costs once at most, including return shipping when applicable. |
| Restocking Fees | No restocking fees will be charged for returned items. |
| Complimentary Items | Any complimentary items included with your order, such as hair care products, tape, or other accessories, must be returned together with the hair system. Otherwise, their value will be deducted from your refund. |
| Return Address | Please contact our Customer Service team at support@axhair.com to receive the return address. |
If you notice any issues with your order or feel unhappy with your hair system upon arrival, please contact us right away. To remain eligible for a return or replacement, do not cut, style, color, wash, or wear the hair system. Our Customer Service team will review the issue with you and arrange a replacement if needed.
| Return Reason | Return Shipping Cost | Return / Replacement Policy |
|---|---|---|
| Quality-related issue | Covered by axhair. | axhair will review the issue and arrange a replacement if needed. |
| Personal preference or customer-determined reason | Customer is responsible for return shipping. | Eligible for the 30-day money-back guarantee if the hair system has not been cut, styled, colored, washed, or worn. |
| More than 30 days after receiving the item | Subject to the solution offered by Customer Service. | Please contact our Customer Service team, and we will do our best to help with available solutions. |
Because custom hair systems are made specifically to your specifications, the policy below applies.
| Situation | Required Condition | Solution |
|---|---|---|
| Custom hair system arrives with a fault | Clear photos and/or videos showing the fault are required for assessment. | We will arrange a repair. If the issue cannot be repaired, we will provide a replacement. |
| Approved return for a custom hair system | The item must be unworn and unaltered, and must be sent back within 30 days of receiving it. | Refunds are available and are subject to a 50% service fee. |
| Custom hair system ordered incorrectly by mistake | Order details were provided incorrectly by the customer. | Not eligible for a refund. We can assist with adjustments, and any additional costs will be discussed before proceeding. |
| Return shipping responsibility | The customer is responsible for the hair system until it is safely returned to us. | Please use a safe and trackable shipping method when returning the item. |
Once we receive and inspect your return, we will send you an email confirming its arrival. We will also notify you whether your refund has been approved or declined.
If approved, your refund will be processed and automatically issued to your original payment method within a certain number of business days, depending on your payment provider.
| Stock Hair System Condition | Details | Refund Amount |
|---|---|---|
| Brand New System with No Services | Not worn or used. No services added, uncut, and no modifications made by axhair. | Full refund. |
| Stock Hair System with Add-On Services | Not worn or used. Purchased with add-on services such as excess edge trimming, cut-to-size, haircut, perm, thinning, or other customization services performed by axhair. | Partial refund: 70% refund. |
| Custom Hair System Condition | Refund / Solution |
|---|---|
| The hair system has a quality issue and cannot be adjusted. | We will offer a remake or issue a full refund after we receive and inspect the item. |
| You request a return for personal reasons and the hair system is unused. | A 50% refund will be issued after we receive and inspect the item. |
| The hair system has a quality issue and can be adjusted. | We will make the necessary adjustments to ensure your satisfaction. |
If you have not received your refund yet, please start by checking your bank account again.
If the refund is not visible, contact your credit card company, as it may take some time for the refund to be officially posted. You may also need to contact your bank, as additional processing time is sometimes required.
If you have completed these steps and still have not received your refund, please contact us at support@axhair.com, and our Customer Service team will be happy to assist you.
| Exchange Reason | Shipping Cost | Exchange Process |
|---|---|---|
| Personal reasons, such as choosing the wrong color or other non-quality-related issues. | Customer is responsible for the return shipping cost. | Once we receive and inspect the item, we will arrange for the replacement to be sent to you. |
| Quality-related issue. | axhair will arrange a pickup service at no cost to you. | You will not be responsible for any exchange-related shipping fees. |
