REFUND & EXCHANGE POLICY
At Khy Hair, our products are carefully sourced and prepared to order. Due to the nature of our products and for sanitary reasons, all sales are final.
Khy Hair does not accept returns or exchanges except in the limited circumstances described below.
ALL SALES FINAL
All purchases are final. We do not accept returns or exchanges for change of mind, incorrect selection, or customer ordering errors.
This includes, but is not limited to:
- Incorrect length
- Incorrect texture
- Incorrect color or shade
- Incorrect quantity
- Incorrect product selected
- No longer wanting the item after purchase
Customers are responsible for carefully reviewing their order before completing checkout.
CANCELLATIONS
Ready-to-ship orders may be cancelled up to 24 hours after purchase or before the order ships, whichever occurs first.
Because ready-to-ship orders may be processed and shipped quickly, a cancellation request is not guaranteed to be possible once an order has shipped.
Once the applicable cancellation period has passed or the order has shipped, the order cannot be cancelled or refunded.
Made-to-order, custom, and Highlight Edit orders cannot be cancelled once the order has been placed.
HIGHLIGHT EDIT & CUSTOM ORDERS
All Highlight Edit and custom orders are final sale because these products are made specifically for your order.
They cannot be cancelled, returned, or exchanged due to change of mind, incorrect selection, or customer ordering errors.
If a Highlight Edit or custom order arrives incorrect or damaged, please contact us within 48 hours of delivery as described below.
INCORRECT OR DAMAGED ORDERS
If you believe your order was sent incorrectly or arrived damaged, please contact Khy Hair within 48 hours of delivery.
Your request must include:
- Your order number
- A brief description of the issue
- Clear photographs of the product and packaging
Claims are subject to review. Refunds and exchanges are not guaranteed and will be determined based on the circumstances of the order.
An incorrect order refers to an error made by Khy Hair, such as receiving a different product, length, texture, or shade than what was ordered.
If you selected the wrong product, length, texture, shade, or other option when placing your order, this is considered a customer ordering error and does not qualify for a refund or exchange.
CONDITION OF PRODUCTS
Any product submitted for consideration for a refund or exchange must be in the same condition in which it was received, including all original packaging, tags, accessories, and materials.
Products are no longer eligible for a refund or exchange if they have been:
- Unraveled
- Cut
- Washed
- Colored, bleached, or chemically processed
- Wet with water or other liquids
- Treated with hair products
- Installed or altered in any way
- Otherwise used or modified
Any alteration or use of the hair will result in the product being ineligible for a refund or exchange.
NATURAL VARIATIONS
Virgin and raw hair are natural products and may naturally vary in texture, density, color, curl pattern, strand thickness, and overall appearance. These variations are not considered defects and do not qualify for a refund or exchange.
RETURN AUTHORIZATION
Do not send any product back without receiving confirmation from Khy Hair first.
If a return is approved, we will provide the appropriate return address and instructions.
Products sent back without prior authorization may not be accepted or processed.
SHIPPING COSTS
Shipping costs are non-refundable.
Khy Hair is not responsible for shipping costs associated with sending an item back to us.
Customers are responsible for return shipping costs unless otherwise determined by Khy Hair.
CARRIER DAMAGE & ROUTE PROTECTION
If your package was damaged during transit and you purchased Route Package Protection, please file a claim directly through Route.
Carrier-related damage should be reported to the shipping carrier and/or Route, as applicable.
Khy Hair is not responsible for damage caused by the shipping carrier after the package has been transferred to the carrier.
REFUND PROCESSING
If a refund is approved, the applicable refund will be issued to the original payment method used for the purchase.
Refund processing times may vary depending on your payment provider or financial institution.
QUESTIONS ABOUT YOUR ORDER
If you have any questions about this policy or your order, please contact us at: hello.khyhair@gmail.com