Refund policy
Refund & Return Policy
At Violeta Hair™, we are committed to offering high-quality wigs, excellent customer service, and a smooth shopping experience. We want every customer to feel confident when purchasing from us.
If you are not satisfied with your order, please contact us at:
Please note that, due to the nature of wigs and hair products, certain items may not be eligible for return or exchange for hygiene and safety reasons.
14-Day Return Guarantee
Our return policy lasts 14 days from the date your order is delivered.
If more than 14 days have passed since your order was delivered, unfortunately, we cannot offer a refund, return, or exchange.
To be eligible for a return, the item must meet all of the following conditions:
-
The item must be unused.
-
The item must be in the same condition that you received it.
-
The item must be in its original packaging.
-
The lace must not be cut.
-
The wig must not be worn, washed, brushed excessively, altered, dyed, bleached, styled with heat, or customized.
-
The item must not have perfume, odor, stains, makeup, glue, hair products, or signs of use.
-
All original accessories, gifts, packaging, tags, and protective materials must be included.
For hygiene and safety reasons, used wigs cannot be returned or exchanged.
Non-Returnable Items
The following items are not eligible for return or exchange:
-
Used wigs
-
Wigs with the lace cut
-
Wigs that have been washed, dyed, bleached, curled, straightened, styled, or altered
-
Wigs with signs of wear, odor, makeup, glue, stains, or hair products
-
Customized or personalized wigs
-
Promotional, discounted, clearance, or final sale items
-
Items returned without prior authorization from our support team
-
Items sent to the wrong return address
-
Items returned after the 14-day return period
Promotional and Discounted Items
Promotional, discounted, clearance, or final sale items are not eligible for return or exchange, except in cases of a confirmed manufacturing defect.
However, we care about our customers and may, at our discretion, offer a partial store credit, discount, or goodwill assistance depending on the situation. This is not guaranteed and will be reviewed case by case by our support team.
Order Cancellation
If you wish to cancel your order, please contact our customer support team at:
Cancellation requests must be made within 12 hours of placing the order.
We will do our best to cancel your order before it is processed or shipped. However, if your order has already been processed, packed, shipped, or handed over to the carrier, we will not be able to cancel it.
If your cancellation request is approved, your refund will be issued within 3–5 business days. Some banks, credit card companies, or payment providers may take additional time to make the refund visible in your account.
Upon request, we may provide proof that the refund has been issued from our store.
How to Request a Return
To start a return request, please contact us at:
Please include the following information:
-
Your full name
-
Order number
-
Email address used at checkout
-
Reason for the return
-
Photos or videos of the item, if applicable
-
Proof of purchase
Once we receive your request, our team will review it and provide instructions if the return is approved.
Please do not send any item back without first contacting us and receiving return authorization. Returns sent without approval may be refused and will not be eligible for refund or exchange.
Return Address
The return address may vary depending on the product, destination, and fulfillment location.
The correct return address will be confirmed by Violeta Hair™ after your return request is approved.
Returns are only accepted at the specific address provided by our support team. Violeta Hair™ is not responsible for returns sent to the wrong address.
Return Shipping Costs
If the return is not due to an error made by Violeta Hair™, the customer is responsible for all return shipping costs.
Return shipping costs may vary depending on the shipping method, carrier, and country of origin.
Original shipping fees, customs duties, import taxes, and handling fees are non-refundable, unless otherwise required by law.
Violeta Hair™ will only cover return shipping costs in cases where:
-
The item has a confirmed manufacturing defect
-
The wrong item was sent
-
The issue was caused by an error from our team
Exchanges
Exchanges may be accepted only if the item meets our return eligibility requirements.
If you would like to exchange your item, please contact us at:
Our team will review your request and inform you whether an exchange is possible.
The customer may be responsible for return shipping and any price difference between products.
Defective or Incorrect Items
If you receive a defective item or the wrong product, please contact us within 14 days of delivery at:
Please include:
-
Your order number
-
Clear photos or videos of the issue
-
Photos of the packaging
-
A description of the problem
Once we review the information, we may offer a replacement, exchange, store credit, partial refund, or full refund depending on the case.
Please note that minor differences in color, texture, length, density, or appearance may occur due to lighting, screen settings, natural hair variation, manual measurement, or styling. These differences are not considered defects unless the product is significantly different from what was ordered.
Refunds
Once your return is received and inspected, we will notify you by email whether your refund has been approved or rejected.
If your refund is approved, it will be processed back to your original payment method within 7 business days.
Please note that your bank, credit card company, or payment provider may take additional time to post the refund to your account.
Failed Delivery, Incorrect Address, or Unclaimed Package
The customer is responsible for providing a complete and accurate shipping address at checkout.
If delivery fails due to an incorrect, incomplete, or invalid address provided by the customer, the order will not be eligible for a refund.
If a package is available for pickup and is not collected within the carrier’s time limit, the order will not be eligible for a refund.
If a package is returned to sender due to customer error, failed delivery, refusal, or non-collection, the customer may be responsible for additional shipping costs if reshipment is requested.
Lost Returns
Violeta Hair™ is not responsible for returns lost in transit.
We strongly recommend using a trackable shipping method when returning an item. The customer is responsible for keeping the return tracking number and proof of shipment.
A refund or exchange can only be processed after the return is received and inspected by our team.
Delayed or Missing Refunds
If your refund has been approved but you have not received it yet, please follow these steps:
-
Check your bank account again.
-
Contact your credit card company or payment provider, as it may take some time before the refund is officially posted.
-
Contact your bank, as there may be additional processing time.
If you have completed these steps and still have not received your refund, please contact us at:
Contact Us
If you have any questions about cancellations, returns, exchanges, or refunds, please contact us:
Violeta Hair™
Email: contact@violetahair.com