Refund-return policy

RETURN & REFUND POLICY

What items are eligible for our return policy?

• POXIHAIR provides human hair extensions that are considered to be a hygienic product by law. We take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all of our customers.
• All hair extension products of POXIHAIR are 100% real human hair so we cannot accept returns/exchanges on hair that has been used or washed. 
• Also, please note that we do not offer returns/exchanges for custom hair products.
• The timeframe for you to claim a return/exchange will be 7 days after you have received the products. Please contact us within 7 days after you have received your order. 

Who will pay for additional shipping costs?

• Please kindly understand that we are unable to cover the fee for return shipping. 
• You will be responsible for paying all return shipping fees, customs fees, and duties.

How will the refund process work?

• You need to contact us within 7 days based on the courier’s receipt. Depending on the situation, we might ask you to send a photo of your issue.
• If the issue can be resolved by casual maintenance, we might be able to provide any product that could help solve your issue.
• If the issue cannot be resolved that way, the product must be sent back to us before we can take further action. We need to determine if your purchase can be refunded or exchanged. 
• Once your package arrives at our warehouse, it will be inspected to ensure the security seals haven’t been tampered with. If we find the seals have been tampered with, it will not be possible to process a refund or to receive your opened item back.
• We will only refund the purchase amount for the product. Shipping costs and other charges (if any) will not be refunded.
• We are not accountable for damaged or lost goods caused by the carrier handling the returned goods.
• Please do not return unauthorized returns. We are not liable for lost items, unauthorized returns, or items sent to the incorrect address. We recommend using a shipping carrier with signature validation and/or insurance services to protect your package.

If you have any questions, please contact us. We guarantee a response within 24 hours and will be happy to help!  If you have any questions regarding this matter, please feel free to contact us. It will be a pleasure to assist you.