Return&Refund Policy

Return

Your satisfaction is our goal!

Please feel free to contact us via e-mail for return of eligible items within 7 days after receiving your parcel.

Something You Need to Know Before Return

  1. Defective items must be reported via e-mail within 7 days of receipt. If you believe you have received an incorrect item, please contact us within 7 days of receiving your package and our customer service will reply to you ASAP.
  2. Please contact our customer service via e-mail before sending the items back, and e-mail us with the copy of your shipping receipt within 5 days after confirmation. Please note that unauthorized returns will not be accepted.
  3. Items must be returned in its original condition (unworn, unwashed, undispersed, undamaged with original package & gifts attached), as we can not sell refurbished or used products. Please make sure the product is INTACT, for example, the LACE has NOT been cut.
  4. After the return request has been authorized, the items can be shipped back to the address we offer. Kindly e-mail us your order number and the tracking number of the return package. Return credit will not be issued without proof of receipt and delivery.
  5. Once the returned item is received and inspected, your refund will be processed and automatically returned to your original payment account.
  6. Buyer takes responsibility of the return shipping fee if there is no quality issue for our products. Or you can keep the product and talk with our customer service of a partial refund in the form of an E-Gift Card for future purchases on our website. E-Gift Cards never expire!
  7. Please note that there will be a $20 handling fee for returns which are due to the buyer's responsibility.
  8. Customized orders can not be returned.

 

Refund

  1. If the returning is due to our responsibilities(such as incorrect products, quality problem of products, etc.), we will provide a full refund for you.
  2. If the returning is due to the buyer’s responsibility(such as "I don't like/want it", "I ordered the wrong product/size", etc.), we will take off $20 from your refund as loss of freight and handling fee. You must contact us for returning within one month upon
  3. You will receive a notification of receipt once your request of return is received and inspected. Notification of approved/rejected return will also be sent to you. The approved refund will be automatically processed by returning it to your credit card or original method of payment within several days.If you no longer use the original card, please contact us in advance.
  4. If you have any problems with order/products/payment, please contact us first. If you return the items without contacting us, or if there is not proper reason of a dispute, we may not ensure your refund and/or accept and hear your request.

 

Cancellation & Modification

You can cancel your order/item within 2 hours through our customer service e-mail (service@ashinehair.com).

If you want to modify your order before shipment, a $5 will be charged as the handling fee; once your order is shipped out, we will not be able to change/cancel it for you.

  

Reserved Rights Regarding Returns

We reserve the rights to solely define, limit, refuse, and/or reject returns from customers at any time due to:

  1. An irregular or excessive returns history; or
  2. An irregular or excessive return history involving worn, altered, laundered, damaged or missing items; or
  3. Potential fraudulent or criminal activity.

The incorrect items sent to us will be discarded upon receipt.

*Impotant Remind: Custom-made product will not aplication for all return/exchange/refund policy. All situations that occur after the delivery is completed will be refused by Ashine Hair.

For custom-made product (product under the collection "custom wig") please refer to the below policy:

  1. Custom-made product will be separated in two payments. 50% deposit of your order amount will be charged when you placed order in Ashine Hair. The rest 50% will be paid after the custom-made wig is completed, and buyer confirms that hair as her/his expected. 

  2. If you want to cancel a custom-made order, it must be reported in 24 working hours from your order time by email. Any cancellation request will be refused after that time as your order have been processing.

  3. Full payment must be finished before delivery is completed. Before you pay the balance, please check your custom-made wig carefully. Any additional request or unsatisfation can be meeted before you accept delivery.

Please contact us via email (ashinehair@gmail.com) firstly. Our customer service will response you ASAP.

     

    Excessive Returns

    Our Customer Protection Team also handles situations in which a customer's return history may be indicative of fraudulent activities. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a customer, we must ensure the safety, welfare and comfort of all our customers across the globe.