Refund policy
Return and Refund Policy
Human Luxe Hair is committed to clear, fair, and transparent return handling. Because our products are beauty and personal-use items, we maintain strict hygiene, safety, and quality standards for all returns.
This policy applies to purchases made directly from Human Luxe Hair at humanluxehair.com.
1. Return Window
We accept return requests within 30 days of delivery for eligible items.
To be eligible for return, the item must meet all of the return conditions listed below. Items that do not meet these conditions cannot be accepted due to hygiene and product safety reasons.
2. Items Eligible for Return
Eligible items may be returned within 30 days of delivery if they are:
- Unused
- Unworn
- Uninstalled
- Unwashed
- Unbrushed and unstyled
- Free from odours, product residue, or signs of handling
- In the original packaging
- Returned with all tags, nets, lace, bands, accessories, and packaging materials intact
For wigs and lace products, the lace must be uncut and the item must not have been tried on, altered, customised, brushed out, styled, washed, coloured, bleached, worn, installed, or exposed to perfume, smoke, oils, styling products, or other odours.
3. Items Not Eligible for Return
For hygiene and safety reasons, we cannot accept returns for items that have been:
- Opened and handled in a way that affects hygiene or resale condition
- Worn, tried on, installed, washed, brushed, styled, cut, coloured, bleached, altered, or customised
- Returned without original packaging, tags, lace, nets, bands, or accessories
- Damaged after delivery due to customer handling, installation, styling, or care
- Returned with odours, residue, product build-up, shedding caused by alteration, or signs of use
- Sent back without return approval
Items that do not meet our return conditions will not be approved for refund and may be returned to the customer.
4. How to Start a Return
To start a return, please contact us first at:
Email: support@humanluxehair.com
Please include the following information in your return request:
- Your order number
- The email address used at checkout
- The item you wish to return
- The reason for the return
- Clear photos of the item and packaging
Please do not send items back without contacting us first. Returns must be reviewed and approved before being shipped back.
5. Return Shipping Cost
For eligible non-defective returns, the customer is responsible for return shipping costs.
If the return is due to an error on our side, such as receiving the wrong item or a confirmed defective item, we will provide return instructions and cover the return shipping cost where applicable.
We recommend using a tracked shipping service when returning an item. Human Luxe Hair is not responsible for return parcels that are lost, delayed, or damaged in transit.
6. Restocking Fee
A 20% restocking fee may apply to approved eligible returns for non-defective items.
This fee helps cover inspection, handling, payment processing, and restocking costs. If a restocking fee applies, it will be deducted from the refund amount.
Restocking fees do not apply where the return is due to a confirmed wrong item or defective item caused by our error.
7. Wrong, Damaged, or Defective Items
Please inspect your order as soon as it arrives.
If you receive the wrong item, a damaged item, or a defective item, please contact us within 48 hours of delivery at support@humanluxehair.com.
Please include your order number, a clear description of the issue, and photos or videos showing the problem. This helps us review the issue quickly and provide the correct resolution.
Approved wrong-item or defective-item cases may be resolved by replacement, exchange, repair, store credit, or refund, depending on the issue and product condition.
8. Exchanges
Exchanges may be offered for approved wrong-item or defective-item cases.
For non-defective items, customers should request a return first. If the return is approved and accepted, the customer may place a new order for the preferred item.
9. Refunds
Once your approved return is received, we will inspect the item to confirm it meets our return conditions.
If the return is approved after inspection, your refund will be issued to the original payment method.
Refunds are normally processed within 7 business days after the returned item has been received and inspected.
Please note that banks and payment providers may take additional time to post the refund to your account.
Original shipping charges, if any were paid, are non-refundable unless the return is due to a confirmed wrong item or defective item caused by our error.
10. Return Address
Approved returns should be sent to the return address provided during the return approval process.
Our return address is:
Human Luxe Hair Returns
5324 Rushing Brook Lane
Rosenberg, Texas 77469
United States
Please do not send items back without return approval. Unapproved returns may not be accepted.
11. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at support@humanluxehair.com.
If your order has already been processed, packed, customised, or shipped, cancellation may no longer be possible. If the item has already shipped, the standard return process will apply once the item has been delivered.
12. Contact Us
If you have any questions about returns, refunds, exchanges, or damaged/wrong items, please contact us before sending anything back.
Email: support@humanluxehair.com
Business: Human Luxe Hair
Legal entity: OKOCHINC HOLDING LLC
