Refund Policy

Refund Policy
Thank you for shopping with us. We are committed to providing high-quality human hair wigs, hair bundles, and custom wig caps for all customers. Please read our return and refund policy carefully before placing your order.

1. General Return Terms

We accept returns and exchanges within 30 calendar days after you receive your package. All return items must be unused, unwashed, unaltered, no odor, no hair product residue, and with original tags and packaging intact.
To apply for a return, please contact our customer service first to get an official Return Authorization Number (RA). Returns without official approval will not be accepted.

2. Non-Returnable Items (Important)

The following situations are NOT eligible for return or refund due to hygiene policy and custom product rules:
  • Cut lace, altered hairline, combed, washed, or styled wigs
  • Worn items with makeup, smoke smell, oil residue, or any signs of use
  • Custom & personalized products (including custom head circumference wig caps 19–25 inch, custom logo, custom size items)
  • Clearance, discounted, flash sale, and bulk wholesale orders
  • Items returned after 15-day return window

3. Color & Texture Difference Statement

All products are real shot. Minor color deviation caused by lighting, screen display, and different shooting environments does not support return or refund. We strictly follow warehouse real product color as the standard.

4. Defective / Wrong Item Returns

If you receive defective, damaged, or incorrect items, please contact us within 48 hours after delivery and provide clear photos/videos. We will offer free exchange, full refund, or partial compensation according to the actual situation.

5. Return Shipping Fee

  • Customer’s reason return: Customers bear the return shipping fee. Original shipping fee is non-refundable.
  • Our quality / shipping error: We cover the return shipping cost.

6. Refund Processing Time

Once we receive and inspect your returned item(s) and confirm it meets return conditions, we will process your refund within 2–5 business days. The refund will be returned to your original payment account. The arrival time depends on your bank’s processing cycle.

7. Exchange Policy

We support product exchange for eligible items within 15 days. Custom-sized wig caps and altered wigs are not exchangeable. Please contact customer service to confirm exchange details before sending back items.

8. Custom Wig Cap Special Terms

Our custom head circumference wig caps (19–25 inch) belong to personalized customized products. All custom size items are final sale and cannot be returned or exchanged. Please confirm your head size before ordering.
Default size is Small. If you need Medium or Large size, please leave a note at checkout.

9. Final Interpretation

We reserve the final right of interpretation of this return policy. We also reserve the right to refuse returns that do not comply with the above rules.

10. Contact Us

For any return, exchange, or refund questions, please contact our support team via site live chat or official email cocoviphair@gmail.com