Refund & exchange policy
To qualify for a return or exchange, the following strict conditions must be met:
- Timeframe: You must initiate the request within 7 days of receiving your package.
- Product condition: Hair must be in its original, untied bundle. It must not have been installed, dyed, permed, or altered in any way.
- Documentation: A copy of the original invoice must be included in the return package.
- Verification: The defect must be confirmed by 5S Hair. We only accept returns for manufacturing errors or incorrect items sent.
Notice: We do not accept returns for “buyer’s remorse”, expired deposits, or customized products not found in our standard catalog.
Refund & exchange process
If your case meets the requirements above, follow these 5-step process:
Step 1: Contact support – Reach out to our customer service department
Step 2: Submit evidence: Send clear photos and videos of the hair and the invoice for initial verification.
Step 3: Ship the item: Once approved, send the package to the specific address provided by 5S Hair.
Step 4: Inspection: We will inspect the physical product upon arrival.
Note: If the product differs from the photos/ videos previously sent, the process will be canceled.
Step 5: Once verified, we will issue the exchange or refund via a Vietnamese bank account.
Shipping & Customs fees
- Customer responsibility: Customers must initially cover all shipping and Vietnamese customs fees to get the hair back to our factory for inspection.
- Company responsibility: 5S Hair will only reimburse shipping costs if the issue is confirmed to be a manufacturing error or a wrong order sent by us.
Notice: Please ensure you follow the provided shipping instructions exactly. 5S Hair is not responsible for credits or refunds if mistakes are made during the return shipping process.
5S Hair is open to your query or feedback about our policy. Please let us know through our contact information! We appreciate every contribution from you!
