Refund & Exchange Policy

At The Hair City, we take pride in the quality of our wig units. Because hair products are considered personal hygiene items, we maintain strict standards to ensure the safety and satisfaction of all our customers.

Last Updated: January 2026

1. Eligibility for Returns & Exchanges

We want you to be completely satisfied with your purchase. Returns or exchanges are accepted only if the following conditions are strictly met:

Timeframe: You must initiate a return request by contacting us within 3 days of the delivery date.
Original Condition: Items must be returned exactly as purchased. For hygiene reasons, the unit must be:
- Unused, unworn, unwashed, and undamaged.
- The Lace must be UNCUT.
- The hair must not be combed, brushed, chemically treated, or altered in any way.
Packaging & Tags: All original labels, tickets, and packaging must remain attached and intact.
Documentation: Returns must be accompanied by the original receipt or digital proof of purchase.

2. Exclusions & Non-Returnable Items

Altered Units: Any unit where the lace has been trimmed or the hair has been styled/worn cannot be returned.
Custom Orders: Custom-made or custom-colored wig units are non-refundable.
Final Sale: Sale or clearance items are considered “Final Sale” and are not eligible for return unless they arrive with a proven manufacturing defect.

3. Return Procedures

Initiation: Contact our Customer Service team at support@thehaircity.com immediately to initiate a return. Please include photos of the unit (showing the intact lace) for preliminary approval.
Packaging: Once approved, the item must be securely packaged in its original box to prevent damage during transit.
Shipping: The item must be returned via a reputable courier service. The Hair City is not responsible for items lost or damaged during return transit.
Inspection: Upon receipt, our team will conduct a thorough quality inspection. If the unit meets all eligibility requirements, your refund or exchange will be processed.

4. Refunds

Method: Approved refunds will be processed using the original form of payment (e.g., MoMo or Card via PayStack).
Delivery Costs: Original shipping fees are non-refundable. Customers are responsible for return shipping costs unless the item is being returned because it was faulty, incorrect, or not as ordered (in accordance with your statutory rights).
Processing Time: Refund timelines vary based on your banking institution or mobile network provider but typically take 5–7 business days after inspection.