Return & Exchange Policy | Lux Hair Factory

At Lux Hair Factory, we take pride in supplying 100% raw Vietnamese human hair to professional wig makers, hair vendors, and salon owners around the world. We aim to provide the highest quality products and service. However, if there is an issue with your order, we are happy to assist with a return or exchange under the conditions below.

1. Refund & Exchange Conditions

Refunds and exchanges are accepted only in cases of manufacturing defects or shipping errors. To ensure a smooth and professional process, please review the following conditions:

1. Returns or exchanges must be requested within 7 days of receiving the package.

2. Hair must not be used, installed, washed, dyed, cut, permed, or chemically treated in any way.

3. Hair must be in its original bundle, untouched, and tied at the top.

4. Products must be returned with the original invoice and packaging.

5. The hair must be confirmed defective or wrongly shipped by Lux Hair Factory after review.

6. Returned items must match the original order information provided by our team.

7. Customized or special-order products (not listed in our catalogs or sample lines) are not eligible for return or exchange.

8. We do not accept returns or refunds for buyer remorse, late payments, or incorrect handling.

🔔 Note: Any return that does not meet the above requirements will be rejected without refund or replacement.

2. Return & Exchange Procedure

To ensure your issue is handled efficiently, please follow the steps below:

1. Contact our Customer Support Team via WhatsApp: +84 86 981 2254 (Ms. Lou) or email: luxhairfactoryvn@gmail.com within 7 days of delivery.

2. Send photos or videos of the received hair clearly showing the issue, along with the invoice number and delivery date.

3. Once your case is reviewed and confirmed by Lux Hair Factory, we will provide you with the return shipping address in Vietnam.

4. You may then return the hair via international courier. Please note:

   • Hair must be packed securely to avoid damage.

   • All returned items must match the original condition as shown in your photos/videos.

5. Upon receiving the returned hair, we will inspect it and:

   • Approve the exchange or refund if the issue is verified.

   • Decline the exchange or refund if the product does not match the approved condition or was tampered with.

6. If approved, your refund will be sent via Vietnamese bank transfer or store credit (if agreed).

3. Shipping & Customs Fees

As we are an export-based hair manufacturer, the following rules apply regarding international shipping and customs fees:

• Lux Hair Factory will cover return shipping costs only in cases where we are at fault (wrong item sent or manufacturing defect).

• In all other cases, customers are responsible for:

  • Return shipping charges

  • Any applicable customs duties/taxes when sending the item back to Vietnam

We recommend using a tracked shipping method to ensure safe delivery.

4. Final Notes

We aim to provide clear, fair policies that protect both our customers and our factory standards. Please contact us with any concerns or suggestions to help us improve.

Lux Hair Factory – Trusted Raw Vietnamese Hair Manufacturer for Global Wig Makers.

🌍 Website: https://luxhairvn.com
📩 Email: luxhairfactoryvn@gmail.com
📱 WhatsApp: +84 86 981 2254 (Ms. Lou)