Refund & Return Policy

1. Our Promise

Your satisfaction matters to us. Because hair products are hygiene-sensitive, we maintain clear and fair return guidelines that protect every client. Please read this policy carefully before purchasing — and message us on WhatsApp anytime you're unsure.

2. Eligibility for Returns

• Items must be unopened, unused, unwashed and uninstalled, with all original packaging and tags intact.
• Return requests must be made within 48 hours of delivery.
• Approved returns are refunded or exchanged at your choice, subject to availability.

3. Non-Returnable Items

• Units that have been opened, worn, installed, washed, dyed or cut.
• Custom-made or bespoke orders (custom hairlines, personalised colours/sizes), unless defective.
• Hygiene accessories (wig caps, bonnets, melt bands) once opened.
• Gift cards and items purchased on final sale / flash deals.

4. Damaged or Incorrect Items

If your order arrives damaged, defective, or different from what you purchased:

1. Report it within 24 hours of delivery via WhatsApp.
2. Attach clear photos and, where possible, an unboxing video.
3. Upon verification, we will arrange a free replacement or full refund, including delivery costs.

5. How to Return an Item

1. Contact us on WhatsApp with your order reference and reason for return.
2. Receive approval and our return address (unapproved returns cannot be processed).
3. Ship the item back within 3 business days of approval, securely packaged.
4. Inspection: we inspect returned items within 48 hours of receipt.
5. Resolution: once approved, your refund or exchange is processed.

6. Refund Processing

• Approved refunds are issued to the original payment method (bank transfer) within 5–7 business days after inspection.
• Depending on your bank, it may take an additional 1–3 business days to reflect in your account.
• You will receive a WhatsApp confirmation once your refund has been initiated.

7. Exchanges

Want a different length, texture or colour? Exchanges are subject to stock availability. Any price difference is settled before the replacement ships — you pay the top-up if higher, or we refund the balance if lower.

8. Order Cancellations

• Orders can be cancelled for a full refund at any point before dispatch.
• Once dispatched, cancellations are handled as returns under this policy.
• Custom orders in production cannot be cancelled after work has begun.

9. Return Shipping Costs

• Change of mind: the customer covers return shipping.
• Damaged or incorrect items: ORA Hairline covers all return and replacement shipping costs.