Refund policy

Due to the nature (custom and personalised )of our products and health regulations, all of our hair extensions and wigs SALES ARE FINAL AND THERE ARE NO REFUNDS except the item received is faulty.

If you believe that you have received a faulty item, please contact us immediately on oluxhair1@gmail.com.

If we review and agree that the product sent to you is faulty, we will exchange or replace the item. 

In the event that the product defect issue is not validated, the item in question will be returned to you without replacement.

Please note that we will not accept an exchange if the item shows any signs of wear. The hair cannot be brushed, washed, fingered through, combed, cut, or taken out of the bundle. Refunds or exchanges will not be issued if the unit has been altered or damaged in any way by the recipient. It may include, but is not limited to, the application of colour/bleach, the presence of a malodor, the presence of rips or tears, the cutting of the hair, and heat damage. Refunds and exchanges will not be issued if the 14 day period has passed.

Please return the product in the same condition in which it was shipped from us. Please contact us within seven calendar days of receiving your package.

At Oluxhair, we are committed to providing you with wigs of the highest quality. As a result of this and the nature of our products, we do not offer refunds. We are unable to issue any refunds once your order has been placed if there are no faults.

In addition, we cannot offer exchanges due to hygiene reasons. Should a fault occur on our end and the product hasn't been used / unworn, we will be happy to exchange or replace the item. 

Before your custom unit is dispatched, we may send a final preview, invoice confirmation or tracking information via email or WhatsApp.

Once confirmed by the customer, no changes, refunds or cancellations will be permitted.

You understand that once a unit is made, it is unique and cannot be resold, and therefore falls under a no-cancellation, no-refund policy.

In order for this policy to apply, the following conditions must be met.

  1. Upon receipt of your order, please notify us by e-mail immediately that the item is faulty - oluxhair1@gmail.com
  2. Faulty Returns must be made within 14 days of receipt of the order
  3. Unit must be returned in its original packaging, and unworn and tag still in place
  4. Shipping back to us must be tracked.

 We would like to inform you that, in the event that you refuse delivery of an order, you will be given store credit equal to the price you have paid minus the initial shipping charges.

Delivery Responsibility:

Once your parcel has been delivered and marked as signed for, liability is transferred to the customer.

Oluxhair is not responsible for any loss, theft, or misplacement once the item has been confirmed delivered by the courier.

All units are shipped via tracked delivery, and customers are required to ensure someone is available to receive the parcel at the shipping address provided.

 


CHARGEBACK & FRAUD POLICY:

We take fraudulent claims seriously. In the event of a chargeback request after a confirmed and completed delivery, Oluxhair will submit full evidence to the payment provider, including:

  • Tracking with signature confirmation
  • Order invoices and product details
  • Photos and/or video proof of your custom wig
  • Communication records (email, WhatsApp etc.)
  • Copy of these Terms & Conditions, which you agreed to at checkout

 

If the chargeback is found to be fraudulent, your details may be reported to relevant authorities and added to internal fraud prevention databases used across the eCommerce industry.

We also reserve the right to pursue civil recovery of the product’s value, including legal and admin fees, where applicable.