Refund policy

At HairHeaven, customer satisfaction is important to us. Due to the nature of hair products and for hygiene reasons, we have a strict but fair refund policy.

All orders can be Refunded or Exchanged within 14 days of delivery if the following conditions are met: 

Items must be unused, unworn, not damaged and in original packaging.

Refunds or exchanges are not permitted on customised wig orders.

We arrange couriers to collect your returned order from your address so the process is quick and easy and you do Not need to pay any delivery charges!

To arrange an exchange or refund simply email us at hairheaven35@gmail.co.za, call or Whatsapp us on 068 2670 844.

 

Alternatively you can return your order at your nearest branch if you prefer. 

If you choose to do an Exchange your new order will be delivered as soon as we receive your returned order.

If you choose a Refund then as soon as we have received the returned order we will do a refund into your account via EFT or if you paid via Payfast we will simply do a refund via Payfast.


Returns Eligibility

We only accept returns if the item is:

  • Unused and unworn
  • Not installed, cut, coloured, or altered in any way
  • In original condition and original packaging
  • Returned within 7 days of delivery

⚠️ Any hair that has been installed, worn, or tampered with cannot be returned or exchanged.

Non-Returnable Items

The following items are not eligible for return:

  • Installed or used hair
  • Custom-made wigs
  • Sale or promotional items
  • Hair damaged due to improper handling, heat, or chemical processing


Damaged or Incorrect Orders

If you receive a damaged or incorrect item:

  1. Contact us within 48 hours of delivery
  2. Provide clear photos or videos of:
    • The product
    • Original packaging
  3. Do not install or alter the hair

Failure to report within 48 hours may result in the request being declined.


Non-Refundable Items

 

The following items are not eligible for refunds or exchanges:

  • Installed or used hair
  • Custom-made wigs
  • Sale or promotional items
  • Hair damaged due to improper care or colouring