Refund policy

Last updated: November 11, 2026

Returns and cancellations

Return eligibility depends on where your order was delivered and the items in your order.

Where returns are accepted, items must be returned in the same condition they were received, unworn or unused, with tags, and in their original packaging or as otherwise indicated in the return instructions. We may reduce your refund if the item has been used, damaged, or handled more than necessary.

Orders delivered to Australia, Canada, France, Germany, Mexico, Norway, Sweden, Switzerland, United Kingdom, and United States

Unless applicable law requires a different timeframe, you may request a return of eligible non-hair items within 30 days after your item is delivered by providing your order number or proof of purchase.

For approved non-hair returns, we will provide a return shipping label. A return shipping fee of $9.99 USD will be deducted from your refund. We waive this fee if we sent you the wrong item or your item arrived damaged.

Some items are final sale and cannot be returned, including all wigs. Human hair bundles, closures and frontals follow the 15-day unused-hair return terms below.

You can request cancellation or removal of items from your order for 1 hour after the order is placed.

Orders delivered to all other locations

You may request a return of eligible non-hair items within 30 days after your item is delivered.

You are responsible for arranging return shipping.

Some items are final sale and cannot be returned, including all wigs. Human hair bundles, closures and frontals follow the 15-day unused-hair return terms below.

You can request cancellation or removal of items from your order for 1 hour after the order is placed.

Human hair bundles, closures and frontals: 15-day returns

Request a return within 15 days after delivery. Hair must be unused, with ties intact and in its original packaging. Hair that has been washed, installed, cut, colored or had its lace altered is not eligible for this unused-hair return guarantee.

Wait for approval before shipping anything back. Customers pay return shipping unless the hair is incorrect, damaged or defective. We will email return instructions and confirm any applicable label or shipping arrangements after reviewing your request. Approved refunds are returned to the original payment method after inspection.

Inspect your order on arrival. Report incorrect, damaged or defective items within 7 days after delivery as described below. These terms do not limit any rights you may have under applicable law.

How to start a return or cancellation

Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.

Start your return request using our return request form or by logging into your account.

If your return is approved, we will provide you instructions on how and where to send your package to complete your return.

Items sent back without first requesting a return will not be accepted.

To start a cancellation request, contact us.

Damages and issues

Please inspect your order when you receive it. If an item is defective or damaged, or if you received the wrong item, contact us within 7 days after delivery so we can evaluate the issue and make it right.

Exceptions and non-returnable items

Some items may not be eligible for return, as stated in the return terms above or on the product listing, website, or in-store at the time of purchase.

All wigs are final sale. Items marked final sale on the product listing, such as Almost Perfect, $9.99 All-Satin and clearance items, are also final sale. Final sale items cannot be returned or exchanged unless they arrive wrong, damaged or defective and are reported within 7 days after delivery.

Exchanges

European Union returns and cancellations

If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.

After you notify us that you wish to cancel, you must return the goods within 14 days.

We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.

United Kingdom returns and cancellations

If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.

After you tell us you wish to cancel, you must return the goods to us within 14 days.

We will refund eligible cancelled orders within 14 days after we receive the returned goods or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method, unless otherwise stated. Your bank or payment provider may need additional time to process and post the refund.

If you do not see your refund within a reasonable period of time since your refund was approved, contact us.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.

Contact

To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at service@princehaircompany.com or use the contact details in our contact information policy.

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