Returns & refunds

What can be returned

• Unopened and unused items, within 7 days of delivery, with the original packaging and any seals intact.
• Anything we got wrong — the wrong length, the wrong shade, the wrong product, or an item that arrived damaged. That is on us, and we cover the return.

What cannot be returned

For hygiene reasons we cannot take back hair that has been opened, worn, washed, cut, coloured, bleached or installed. This is standard across the industry and it is not negotiable — once a bundle has been opened, it cannot be sold to anyone else.

Hair care products cannot be returned once opened.

Shade differences

Screens show colour differently, and the same shade photographs differently in daylight and indoor light. A small difference between what you saw and what arrived is not a fault. If you are unsure before ordering, message us on WhatsApp and we will send you a photo of the actual stock in natural light — that costs nothing and saves everyone the trouble.

How to start a return

• Message us on WhatsApp within 7 days with your order code and a photo.
• We will confirm whether it qualifies, usually the same day.
• Send it back, or we collect it if the mistake was ours.

Refunds

Approved refunds go back to the Mobile Money number or card used for the order, within 5 to 10 working days of us receiving the item. Delivery fees are refunded only when the return is our fault.

We can also exchange for a different length or shade, which is usually faster than a refund.