If the orders you receive do not meet the agreed product specifications due to an error on our part, we will review the issue and provide an appropriate resolution, subject to our Returns & Exchanges policy.
Standard Return & Exchange Policy
Customers may request a return or exchange within 7 days of receiving their orders. To qualify, products must be unused, and customers must provide a clear explanation of the issue together with supporting photographs or videos.
All return and exchange requests must be reviewed and confirmed by 5S Hair before products are sent back. Where a return is required, the products must be returned to and received by our company before the agreed resolution is completed.
Our support continues beyond the return window. If an issue develops during use, please contact our sales team. We will review each case individually and help find a suitable solution based on the issue and the hair’s condition.
Eligible Returns & Exchanges
Products with issues caused by 5S Hair:
If products are significantly damaged or do not meet the agreed product specifications due to an error by 5S Hair, we will review the evidence and determine an appropriate resolution based on the nature and severity of the issue.
Where applicable, we will accept the affected products for return and arrange an exchange or suitable compensation. We take responsibility for confirmed issues within our control and will communicate the agreed resolution clearly before proceeding.
Products with issues caused by the customer:
If products are damaged, lost, or otherwise affected by circumstances within the customer’s responsibility, the customer will be responsible for the return or exchange process and all applicable costs. These include shipping fees, reproduction fees, and other related expenses.
5S Hair will still review reasonable requests and explain the available options. Any additional support will be considered on a case-by-case basis and confirmed before proceeding.
Exchanges
When an exchange is approved for an issue caused by 5S Hair, we will arrange replacement of the affected products in accordance with the agreed resolution, free of charge.
The exchange will be arranged after the claim has been reviewed and any required returned products have been received by our company. Your sales representative will confirm the applicable shipping arrangements and next steps before proceeding.
Refunds
When a refund is approved, the customer’s payment will be returned through PayPal or bank transfer, according to the agreed refund arrangement.
The refund amount, applicable conditions, and payment details will be confirmed based on the circumstances of the case before the refund is processed.
How to Request a Return or Exchange
Contact your sales representative within 2 days of receiving your order. Provide your order details, a description of the issue, and clear photographs or videos showing the affected products.
Our team will review the information and advise whether additional evidence is required. Once the claim has been assessed, we will explain the available resolution and provide return instructions where applicable.
Please do not send products back before receiving confirmation from 5S Hair.