RETURN & EXCHANGE POLICY

At Luxe Strand Hair Factory, your satisfaction is our top priority. That’s why we offer a 15-day return and exchange policy for any products that have not been installed, worn, altered, or tampered with.

Our products are made from 100% raw Vietnamese human hair, and since each bundle comes from individual donor, texture and color may vary. However, we always do our best to match your request as closely as possible through photos or video confirmation.

RETURN ELIGIBILITY

To be eligible for a return or exchange, the following conditions must be met:

• Hair must not be installed, dyed, cut, or chemically processed
• Hair must remain in its original form
• Hair must be returned in its original packaging
• A copy of your original invoice must be included

⚠ Items that do not meet these criteria will not be accepted.

RETURN SHIPPING

All return shipping costs are the customer’s responsibility. We recommend using a courier with tracking and insurance, as Luxe Strand Hair Factory is not liable for lost returns.

RETURN PROCESS

Before returning any product, please contact our customer service team or your assigned sales agent. The return address may differ from your original shipment location, and we must verify the product before approving a refund.

⚠ Returns sent without prior communication may not be accepted.

15-DAY PRODUCT GUARANTEE

Luxe Strand Hair Factory provides a 15-day guarantee on all products with valid manufacturing issues.

What You Need to Do:

1. Contact us within 15 days of receiving your order. Send photos or videos showing the issue.
2. We’ll review your request and suggest solutions, including care tips or recommended maintenance products.
3. If the issue cannot be resolved, the product may need to be returned for inspection and resolution.

Important Notes:

• Return shipping and removal costs are the customer’s responsibility.
• Customized products (e.g. custom color, lace wigs) are not eligible for return or exchange.

Need Help?

Please contact your sales representative within 15 days of receiving your hair.

We’re here to ensure your complete satisfaction with every order.