Refund policy

Return & Refund Policy

We want you to understand the return conditions before placing an order. Because UNILOVELY sells both ready-to-wear products and made-to-order hair extensions, return eligibility depends on the product category and the circumstances of the return.

Wigs: Eligible unused and unaltered wig products may be returned within 14 days after delivery under our standard return policy.

Made-to-order hair extensions: Generally final sale after production begins, except for defective, damaged, incorrect, or materially misdescribed items and where applicable law provides rights that cannot be waived.

Please contact us before sending any product back.

1. Wig Returns

We accept returns of eligible wig products when the return request is made within 14 days after delivery.

To qualify under our standard return policy, the wig must be:

unworn;
unwashed;
uncut;
unstyled;
unaltered;
free from odors, cosmetic residue, or signs of wear; and
returned with its original packaging and included accessories where reasonably possible.

For lace wigs, the lace must not have been cut, trimmed, tinted, altered, or otherwise modified.

The customer is generally responsible for standard return shipping costs unless the item is defective, damaged, incorrect, we agree otherwise, or applicable law requires a different result.

2. Human Hair Extensions and Made-to-Order Products

UNILOVELY human hair extensions are generally produced after an order is placed based on the selected shade, length, weight, and other available specifications.

If you need to change or cancel an extension order, please contact us as soon as possible.

Once production has begun, made-to-order hair extensions are generally final sale under our standard store policy and are not normally eligible for return because of:

change of mind;
incorrect color selection by the customer;
length preference;
volume or weight preference; or
expectation differences that are not caused by a defect or material listing error.

This rule does not apply to defective, damaged, incorrect, or materially misdescribed items and does not limit rights that cannot be waived under applicable consumer law.

3. Color and Appearance Variations

We work to represent each hair color as accurately as reasonably possible. However, hair may appear different under daylight, indoor lighting, warm lighting, cool lighting, camera settings, and different screens.

Multi-tone, highlighted, rooted, balayage, or blended shades may also show natural variation in color placement and dimension.

A slight difference in tone, brightness, or color placement does not automatically mean that an item is defective.

If you believe the product is materially different from the shade, construction, or description that you ordered, please contact us and we will review the issue.

4. Defective, Damaged, Incorrect, or Materially Misdescribed Items

If your order arrives defective, damaged, incorrect, or materially different from what you ordered, please contact us as soon as possible.

For faster handling, we recommend contacting us within 24–48 hours after delivery and providing:

your order number;
a clear description of the issue; and
clear photos or video when helpful.

The 24–48 hour recommendation is intended to help us investigate quickly and does not remove any rights that applicable law says cannot be waived.

Depending on the circumstances, an appropriate resolution may include:

replacement;
correction;
partial refund;
return for refund; or
another remedy required by applicable law.

5. Return Approval and Return Address

Please contact us before sending any product back. Approved returns will receive return instructions and the correct return address.

Do not send a return to an address printed on the original shipping label unless we specifically confirm that address for your return.

Returns sent without authorization or to an unapproved address may be delayed or may not be accepted where permitted by law.

6. Non-Returnable Items Under Our Standard Policy

The following items are generally not returnable under our standard policy:

Made-to-order hair extensions after production has begun, subject to the exceptions described above.
Items that have been worn, washed, cut, styled, altered, or otherwise used beyond what is permitted for an eligible return.
Clearance or final-sale items when clearly identified as such before purchase.
Items returned outside the applicable return period, except where required by law.

7. Refunds

After we receive and inspect an approved return, we will notify you of the result.

If a refund is approved, it will be issued to the original payment method unless another method is required or agreed. Your bank, card issuer, or payment provider may require additional processing time after the refund has been issued.

Original shipping charges are generally non-refundable unless the return results from our error or applicable law requires otherwise.

8. Return Processing Fee

A $10 USD return processing fee may be deducted from approved discretionary returns under our standard return policy.

This fee does not apply when the return results from:

a defective item;
a damaged item;
an incorrect item;
a material error in our product description; or
a situation where applicable law prohibits the fee.

9. Exchanges

If you would prefer an exchange, please contact us before returning the item.

Exchange eligibility depends on the product, condition, availability, production status, and applicable law. Any price difference or additional shipping cost will be explained before the exchange is confirmed.

10. Mandatory Consumer Rights

Nothing in this policy limits consumer rights that cannot legally be waived.

Consumers in some jurisdictions may have statutory cancellation, withdrawal, repair, replacement, refund, or other rights that apply independently of this standard store policy.

Where applicable law provides a mandatory right that differs from this policy, the mandatory legal requirement will apply.