Returns

At The Haircase Company, customer satisfaction is our top priority. If, for any reason, you are not completely satisfied with your order, we have a structured return policy in place to address your concerns. This policy is subject to periodic updates to better serve our valued customers.

Eligibility for Returns

• If the item delivered is different from what you ordered (Example; You ordered our Luxe Straight and received our Luxe Curly), please contact our customer service within 48 hours of receiving the package.
• You will be required to provide clear photographic or video proof of the item received.
• Once we verify that the item differs from your order, a return case will be opened, and we will arrange for an exchange or replacement at no extra cost.

Non-Returnable Items

To maintain the highest quality standards, the following conditions void eligibility for returns:
• If the hair has been chemically or mechanically processed in any way (including but not limited to bleaching, dyeing, perming, cutting, or heat-styling).
• If the item has been worn, tampered with, or altered from its original condition.
• If the product’s original packaging, tags, or lace (where applicable) has been cut or removed.
• Clearance or promotional orders are final sale and cannot be returned.

Return Request Window
• All return requests must be made within 30 days of purchase. Any request beyond this period will not be accepted.

Return Process
1. Contact our customer service via email or phone with your order details and reason for return.
2. If eligible, we will provide return shipping instructions. Please ensure the item is securely packaged to prevent damage in transit.
3. Once received, we will inspect the product and process your exchange or store credit within 5-7 business days.

Note: Our return labels are only available for Nigerian addresses. If you are returning an item from outside Nigeria, you’ll be responsible for arranging and covering the shipping costs.

We understand that plans change, and you may need to cancel your order or request a refund. Below are the terms guiding refunds at The Haircase Company.

Eligibility for Refunds
• Orders can be canceled within 24 working hours of placement for a full refund.
• If the order has been processed beyond 24 working hours, a refund is only possible if the item cannot be delivered. In such cases, our customer service team will notify you.
• Refunds are not available for items that have already been shipped. However, eligible products may be returned for an exchange or store credit following our return policy.

Refund Process
• Approved refunds will be processed within 3-5 business days.
• The refund will be credited to the original payment method used for the purchase where applicable.
• If your refund takes longer than 7 business days, please contact our customer service for assistance.

Store Credit & Exchanges
• If you prefer, we can issue a store credit instead of a refund, allowing you to make a future purchase at your convenience.
• Exchanges are only available for items of equal or lesser value. If the replacement item is of higher value, you will be required to pay the price difference.

GENERAL TERMS & CONDITIONS

• The Haircase Company reserves the right to refuse any return or refund request if the item does not meet our eligibility criteria.

• We are not liable for losses or delays caused by third-party courier services once the item has been shipped.

• Policies are subject to change without prior notice.

For further inquiries, kindly contact our Customer Service Team. We are always happy to assist you!