At Hairbyphongoey, customer satisfaction is our priority. Due to the nature of our products, we have specific guidelines to ensure hygiene and quality standards are maintained. Please read our policy carefully before making a purchase.
1. Returns Eligibility
We accept returns under the following conditions:
- The wig must be unused, unworn, and unaltered
- The item must be in its original packaging, including tags, lace intact, and no signs of wear
- Return requests must be made within 7 days of delivery
For hygiene reasons, any wig that has been installed, styled, cut, dyed, or tampered with will not be accepted.
2. Non-Returnable Items
The following items are not eligible for returns or refunds:
- Custom-made or personalized wigs
- Clearance or sale items
- Wigs that have been worn, washed, or altered in any way
3. Exchange Policy
We offer exchanges for eligible items if:
- You received the wrong product
- The item is defective or damaged upon arrival
Exchange requests must be submitted within 7 days of receiving your order, along with proof (photos or videos).
4. Refunds
- Refunds are only issued once the returned item has been received and inspected
- Approved refunds will be processed to your original payment method
- Please allow 5–10 business days for the refund to reflect in your account
Shipping fees are non-refundable, unless the return is due to our error.
5. Return Process
To initiate a return or exchange:
- Contact us via email with your order number and reason for return
- Wait for approval and return instructions
- Carefully package the item and send it back using a trackable shipping method
We are not responsible for lost or damaged returns during transit.
6. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with clear photos or videos. We will resolve the issue as quickly as possible.
7. Order Cancellations
- Orders can only be cancelled within 24 hours of purchase
- Once processing or shipping has started, cancellations are no longer possible
