Widerrufsrecht
Return & Refund Policy
1. Return Eligibility
We accept returns within 14 days of delivery under the following conditions:
- Item must be unused, unworn, unwashed, and in original condition
- Lace must remain uncut and unaltered
- Original packaging must be included
- Hair must not be dyed, bleached, or chemically processed
👉 We do not accept returns for products that have been used or modified.
2. Non-Returnable Items
The following items are final sale and cannot be returned:
- Wigs that have been worn or installed
- Customized or pre-processed wigs
- Clearance or promotional sale items
- Items marked “Final Sale”
3. Return Process（退货流程）
To initiate a return, please contact us at:
Please include:
- Order number
- Reason for return
- Photos of the product (if applicable)
Once approved, we will provide return instructions.
4. Refunds
After we receive and inspect your return:
- Approved refunds will be issued to your original payment method
- Processing time: 5–10 business days
- Shipping fees are non-refundable
5. Exchange Policy
We offer exchanges for:
- Wrong item received
- Defective or damaged product
- Shipping errors caused by our warehouse
Please contact us within 7 days of delivery for exchange requests.
6. Return Shipping
- Customers are responsible for return shipping costs unless the item is defective or incorrect
- We recommend using a trackable shipping service
7. Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account again
- Contact your credit card company
- Contact your bank (processing time may vary)
If still unresolved, please contact us at support.
8. Important Notes
- We reserve the right to refuse any return that does not meet the conditions above
- All returns must be approved before shipping back
- Unauthorized returns will not be processed
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If it does not meet these criteria, a refund can not get approved. You'll pay for the shipping cost and handling fee.
To start a return, you can contact us at sherry@shevivehair.com. and get the shipping address.If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sherry@shevivehair.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sherry@shevivehair.com.