THE UNIVERSAL HAIR
Cancellation & Refund Policy
Clear information about order cancellations, return eligibility, refund conditions, and refund processing.
SHOP WITH CONFIDENCE
Cancellation & Refund Information
At The Universal Hair, we aim to provide a clear and fair shopping experience. This policy explains how customers can cancel an order, request a refund, and receive support if an item is damaged, defective, or incorrect.
If you need help with an order, please contact our customer-support team as soon as possible. For faster assistance, include your order number and the email address or phone number used when placing the order.
CANCELLATION POLICY
Order Cancellation
Cancellation Time Frame
Orders may be cancelled within 24 hours after purchase, provided the order has not been processed, packed, dispatched, or shipped.
How to Cancel
To request cancellation, contact our customer-support team by email or WhatsApp with your order number and the registered contact details used for the order.
Orders Already Shipped
Once an order has been dispatched or shipped, it may no longer be eligible for cancellation. Eligible products may be considered under the return policy after delivery.
Non-Cancellable Items
Custom-made wigs, personalised products, made-to-order items, and opened hair-care products may not be eligible for cancellation or return because of hygiene, safety, and customisation requirements.
IMPORTANT NOTICE
Hygiene & Product Condition
For hygiene and safety reasons, products must be returned in their original, unused condition. Products that have been installed, worn, washed, cut, coloured, chemically treated, altered, or tampered with may not be eligible for return or refund, unless there is a verified manufacturing defect or an error made by The Universal Hair.
REFUND POLICY
Eligibility for Refunds
Defective Products
A refund, replacement, repair, or other suitable resolution may be considered where a product has a verified manufacturing defect, subject to review by our team.
Incorrect Orders
Suitable support may be provided if you receive an incorrect product, quantity, length, colour, texture, size, or item that differs materially from your order.
Shipping Damage
If a product or package appears damaged during delivery, report the issue promptly and share clear photographs or videos of the outer package, shipping label, and item.
Inspection Required
Refunds are considered only after the returned product has been received, inspected, and verified by The Universal Hair team where a return is required.
REFUND CLAIM PERIOD
Notify Us Within 7 Days
To request support for a damaged, defective, or incorrect item, notify The Universal Hair within 7 days from the delivery date. Please include your order number and clear photos or videos that show the issue. Reporting an issue quickly helps us review the matter and provide the appropriate next steps.
HOW TO REQUEST A REFUND
Refund Request Process
Contact Support
Contact our customer-support team with your order number, product details, and a clear description of your request.
Share Photos or Videos
For damaged, defective, or incorrect products, we may request photographs or videos to help assess the issue.
Follow Return Instructions
If your request requires a return and is approved, our team will provide applicable return instructions and return-address details.
Inspection & Resolution
After the product is received and inspected, we will process the eligible refund, replacement, exchange, or other applicable resolution.
REFUND PROCESSING
Refund Method, Timing & Shipping Costs
Refund Method
Eligible refunds are generally issued to the original payment method. Store credit, replacement, or exchange options may be offered where appropriate.
Processing Time
After approval, refund processing may take up to 10–15 business days, depending on the payment provider, payment gateway, bank, and destination country.
Return Due to Our Error
If a return is approved because of a verified defective, damaged, or incorrect product, The Universal Hair may cover the applicable return shipping cost.
Customer-Initiated Return
If a return is accepted due to a customer change of mind, order mistake, or preference issue, return shipping costs may be the customer’s responsibility.
