Return Policy

We take pride in the quality of our products and make every effort to represent our products accurately. If you are not satisfied with your purchase, please see the below return policies for In Stock Hair Products, Custom Orders and Accessories.

IN STOCK HAIR PRODUCTS RETURN POLICY

In stock hair products (Stock Wigs, Frontals, Wefts, Bulk, Closures) can be exchanged for store credit for the merchandise value under the following conditions:
  1. Return must be postmarked within seven (7) days from the date of order delivery.
  2. Item MUST be in brand new condition. Item must not be used or worn (you cannot cut or modify the item, apply the items, color, style, comb, wash, use or alter any part of the item). Under no circumstances can the lace be cut on lace items.
  3. All tags, packaging or promotional materials must be returned with product.
  4. The completed Exchange Form must be enclosed with your return.

ACCESSORIES RETURN POLICY

All sales are final on accessories, adhesives, removers and hair care products and they cannot be returned or exchanged.

We understand that some individuals may experience an allergic reaction due to the ingredients used in hair extension and hair replacement products; however, all sales are final on accessories and we do not offer refunds due to allergic reactions or if the product did not work out for you. We recommend that you test the product on a small area according to the directions prior to fully applying the product. We recommend you conduct a skin allergy test 48 hours prior to use and strictly adhere to all manufacturer directions.

CUSTOM ORDER RETURN POLICY

Custom orders can be exchanged for store credit for the merchandise value. All sales are final and there are no exchanges on custom orders that are considered too unique to re-stock- "Unique Custom Orders"(orders with unusual colors or unique specifications). Unique Custom Orders are any orders that do not meet the following specifications: Full lace wig with stretch in the middle, free style parting, light or medium density, hair color between #1 to #6, hair length is between 12 to 20 inches, Indian Remy hair, and measurements of standard small, medium or large sizes. Unique Custom Orders include any orders made with a sample or template. All sales are final and there are no returns or exchanges on custom orders where the balance is paid past the due date.

Custom orders can be returned for a store credit only under the following conditions:
  1. Custom order is not a "Unique Custom Order."
  2. Return must be postmarked within seven (7) days from the date of order delivery.
  3. Item MUST be in brand new condition. Item must not be used or worn (you cannot cut or modify the item, apply the items, color, style, comb, wash, use or alter any part of the item). Under no circumstances can the lace be cut on lace items.
  4. All tags, packaging or promotional materials must be returned with product.
  5. The completed Exchange Form must be enclosed with your return.
Pending inspection, a store credit will be issued to you in the form of a coupon code which you can use to purchase anything in our store. All returns must be postmarked within seven (7) days from the day your order was delivered to you. Returns after seven (7) days will not be accepted and any un-authorized returns will be refused and returned to customer. Please allow fourteen (14) business days for your exchange to be processed. Initial shipping fees as well as return and exchange shipping costs are not refundable. We reserve the right to refuse returns/exchanges if our return policy conditions are not met.

Orders are carefully inspected before shipping, but in the unlikely event that we have inadvertently sent you incorrect merchandise or your merchandise is damaged during shipment, please notify us immediately. You must examine the Product(s) upon receipt and notify us within seven (7) days if any item is missing or damaged. De Novo Hair will not consider any claims for damaged or missing items more than seven (7) days from the delivery date.

How do I return something?

To return an item, fill out the Exchange form and enclose it with the merchandise you are returning. Please allow fourteen (14) days for your exchange to be processed. De Novo Hair will pay the cost of shipping the exchanged item for U.S. addresses only. You are responsible for the cost of shipping additional items or for any shipping upgrades.

We will notify you via email once we have received and processed the returned item. Initial shipping fees as well as return and exchange shipping costs are not refundable. For an exchange, you are responsible for the cost of returning the merchandise to us.

CONTACT US FOR YOUR RETURN SHIPPING LABEL:

We strongly recommend that customers also insure their package for the full purchase price as we will not be responsible for lost, damaged or delayed packages. It is the customer's responsibility to properly package and to insure items so that they are received by us in good condition. Customers are responsible for filing claims with the courier used in case of loss or damage. If the returned item is unsuitable for re-stocking, it will be returned to the customer at the customer's expense.