We have a 30-day return policy, which means you have 30 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.

To start a return, you can contact us at contact@luxsilkhairvn.com.  Please note that returns will need to be sent to the following address: [INSERT RETURN 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 contact@luxsilkhairvn.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.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

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 contact@luxsilkhairvn.com

We have a 30-day return policy, which means you have 30 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.

To start a return, you can contact us at contact@luxsilkhairvn.com. Please note that returns will need to be sent to the following address: [INSERT RETURN 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 contact@luxsilkhairvn.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.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

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 contact@luxsilkhairvn.com.

RETURN & REFUND POLICY

What is the time window of the policy?

Our policy lasted for 72 hours since the delivery process was completed. 

Beyond those 72 hours, the order will be considered as being accepted by the customer and no reimbursement may take place.

Who is responsible for the return shipping cost?

Customers are responsible for paying the return shipping cost, which will not be included in the amount to be reimbursed.

When should I request a refund?

At Lux Hair, we want you to cherish our products as much as we do, which is the reason we stand behind our products’ quality and assure our workmanship. We have low return rates and we are proud of the top-notch products that we offer. However, in any case, every once in a while, items might be damaged during shipping. If an item arrives in one of the following conditions, we will attempt to offer a refund. 

• The hair arrives defective,

• The hair arrives broken,

• The hair texture is different from the one you ordered,

• The hair length is different from the one you ordered,

• The hair material is different from the one you ordered,

• The hair is not the one you ordered,

• The hair is different from how it was genuinely described.

When are products eligible for a refund?

Noticeably, the returned item(s) must NOT meet the following conditions:

• The hair(s) have been washed,

• The hair(s) have been altered in any way,

• The hair(s) are in any way defective from the original and saleable condition unless the condition is our fault,

• The hair(s) do not have the original tags on them,

The hair(s) are in their original condition and are sent back with their original packaging.

What are the required proofs to claim a refund?

• The receipt/shipping label 

• Proof of purchase 

• Proof of defective items

How should the request be processed?

1. Customers send the Refund Inquiry to contact@luxsilkhairvn.com together with the required documentation.

2. Customers get a response from the Customer Service Department within 2~3 business days regarding the eligibility of the Refund Inquiry. Turn on your email notifications, patiently wait for our response. 

Further instructions will be provided depending on different circumstances. 

Do I necessarily need to contact the Customer Service Department in advance?

Absolutely. No refunds will be issued regardless of our email confirming the eligibility of your Refund & Return Request.

Where should I return the item(s)?

After you receive an email from us confirming the eligibility of your Refund Request.

Please DO NOT automatically return the package without confirmation through email because unfortunately, we cannot be responsible for lost returns.

Before that, no refund is going to be issued. For such reason, please make sure to attach the Tracking Number from the Carrier you chose to return the item(s) to us in another email to the same email address – contact@luxsilkhairvn.com

How long will it take for the refund to be processed?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once the package reaches us, then, your requested refund will be issued immediately regardless of the return shipping fee that you previously purchased. 

What should I do if no refund transaction is recorded in my bank account?

If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company, it may take some time before your refund is officially posted. You will receive your money in about 10 – 15 days depending on the policy of your card’s issuer.

If you’ve done all of this and you still have not received your refund yet, please contact us immediately . Please, patiently wait for your response within 2~3 business days.

Thank you,

Customer Service Department

(*) IMPORTANT NOTES:

• Our policy lasted for 72 hours since the delivery process is completed. Beyond those 72 hours, the order will be considered as being accepted by the customer and no reimbursement may take place.

• Please be informed that a management, processing, and transaction fee (30% of your total order value) will be applied for the refund process.

• Customers have to contact the Support Team in advance since we cannot be responsible for any unqualified Refund & Return Request or lost item(s) during the returning process