RETURNS/EXCHANGES AND REFUNDS

At Hair By Passy, customer satisfaction is our priority. Due to the nature of our products, we have strict policies regarding refunds, returns, and exchanges to ensure hygiene and product integrity.  

Pease read our policy carefully before making a purchase. 

1. Refunds/ Exchange policy

Can I Return or exchange my Wig?

Due to sanitary reasons , all sales are final, and we do not accept returns or exchanges on wigs or hair products. We take great care in ensuring that every wig is of the highest quality before shipping.

Exceptions for returns/Exchanges:

We only accept returns or exchanges in the following cases: 

  • You received the wrong item (e.g., incorrect wig style, colour, or length).
  • The wig arrives damaged or defective due to a mistake on our end.

to qualify for a return/exchange under these conditions:

  • Contact us within 48 hours of receiving your order.
  • The wig must be unused, unaltered, and in its original packaging (lace must not be cut, and the wig must not be worn or styled).
  • Provide clear photos/videos of the issue as proof

If your return/exchange request is approved, we will provide instructions on how to return the product.

Important:

We do not accept returns/exchange for wigs that have been worn, customised, or tampered with ( including cutting the lace, bleaching knots, dyeing or styling).

We do not accept returns or exchanges due to a change of mind or incorrect size selection.

2. Refund Policy

Do You Offer Refunds?

Returns are only issued in the following situations: 

  • We sent you the wrong wig and cannot offer a suitable replacement.
  • Your order was lost in transit and confirmed undeliverable by the shipping company.
  • Your wig or hair arrived defective and cannot be replaced.

If your refund request is approved, the funds will be returned to your original payment method within 5-10 working days.

Situations Where Refunds are NOT Provided:

  • If you provide the wrong shipping address, and the order was delivered there.
  • If you changed your mind after receiving the wig or hair
  • If you refuse delivery for any reason.

3. Order Cancellations & Modifications

  • You can cancel or modify your order within 24 hours of purchase. After this time, orders enter processing and cannot longer be cancelled or changed.
  • Custom orders (wigs made specifically to your requests) cannot be cancellated or modified once production has started.

4. Shipping Issues/ Lost Package

  • We are not responsible for delays caused by the shipping company. Once an order is shipped, we have no control over delivery times. 
  • If your package is marked "delivered" but you have not received it, please contact the shipping company first.
  • If a package is lost in transit, we will work with the shipping company to resolve the issue. However, we do not issue refunds for package marked as delivered.

5. Contact Us

If you have any issues with your order, please contact us immediately:

  • Email: hairbypassy@gmail.com
  • TikTok/Instagram DM: hairbypassy
  • Contact Form: Available on our website

We are happy to assist you within our policy guidelines!