Returns & Refunds Policy

Overview

At VG-Hair, we take great care to provide high-quality hair products and to ensure that every order is carefully checked before dispatch.

Due to the hygienic and personal nature of hair products, we do not accept returns or exchanges once the product has been opened, used, altered, washed, dyed, installed, cut, or removed from its original packaging.

Non-Returnable Products — Hair Extensions and Related Items

The following products are strictly non-returnable and non-refundable in all circumstances, unless they are proven to be defective or incorrect as supplied by VG-Hair:

• Tape-in extensions
• Weft extensions (machine wefts, hand-tied wefts, genius wefts)
• Clip-in extensions
• Ponytail extensions
• Toppers and wiglets
• I-tip, K-tip, and U-tip (keratin bond) extensions
• Nano ring and micro ring extensions
• Halo extensions
• Any other hair extensions, hairpieces, or hair products once opened or removed from original packaging

This policy applies regardless of whether the product has been tried on, worn, or tested, as hair products cannot be resold for hygiene reasons once they have left their original packaging.

Custom and Made-to-Order Products — Strictly Non-Refundable

Custom-made, personalised, coloured, altered, or specially prepared products cannot be returned or refunded under any circumstances, except where the item is proven defective or incorrect. This includes, without limitation:

• Custom clip-in extensions manufactured to the customer’s own measurements
• Wefts sewn or assembled to customer specifications
• Hair blended, coloured, or mixed to a customer’s requested specification
• Ponytails or toppers prepared to custom length, weight, or colour
• Any other hair product altered, processed, or prepared specifically for an individual customer

By placing an order for a custom or made-to-order product, the customer acknowledges and agrees that:

• The product is manufactured specifically to their individual specifications and cannot be resold
• The appearance of hair may differ between loose bundles and finished wefted or assembled extensions, which is a normal characteristic of the manufacturing process
• Texture and appearance are fully restored after washing, as communicated by VG-Hair at the time of order
• Subjective dissatisfaction with appearance, texture, or styling does not constitute a defect or grounds for return or refund

Shipping and Manufacturing Costs — Non-Refundable

In all cases, the following costs are non-refundable:

• International and domestic shipping costs incurred in dispatching the order to the customer
• Return shipping costs, which are the responsibility of the customer unless the item was incorrect or defective
• Custom manufacturing and assembly labour costs (including weft sewing, clip-in assembly, and any other bespoke preparation) incurred in fulfilling a made-to-order product

These costs are incurred by VG-Hair upon fulfilment of the order and cannot be recovered regardless of the reason for any subsequent return request.

Colour, Texture and Appearance — Important Disclaimer

Hair is a natural product and its appearance is subject to natural variation. VG-Hair makes every effort to accurately represent products through photographs and descriptions; however, customers acknowledge and agree to the following:

• Hair colour may appear different in photographs depending on lighting conditions, screen settings, and photographic equipment. Exact colour match between product photos and the received item cannot be guaranteed.
• Hair texture, curl pattern, and overall appearance may vary between individual bundles, even within the same batch, as this is a natural characteristic of human hair.
• The appearance of hair changes between its natural loose state and its finished state after processing, sewing into wefts, or assembly into extensions. This is a normal and expected characteristic of hair extension manufacturing, not a defect.
• Hair texture and appearance are affected by humidity, washing, styling, and handling. Texture fully restores to its natural state after washing, as communicated by VG-Hair at the time of purchase.
• Subjective dissatisfaction with colour, texture, curl pattern, thickness, or general appearance — including complaints that the product does not match personal expectations or photographs — does not constitute a manufacturing defect and is not accepted as grounds for return, exchange, or refund.

Returns and refunds on the basis of colour or texture will only be considered where there is clear, objective evidence of a manufacturing defect or a materially incorrect item supplied — for example, a significantly different hair type than ordered (e.g. synthetic hair supplied instead of human hair). Personal preference and subjective aesthetic expectations do not meet this threshold.

If you receive an incorrect item, damaged item, or a product with a clear defect, please contact us within 48 hours of receiving your order.

Please include: your order number; clear photos and/or videos of the product; photos of the packaging; a short description of the issue. After reviewing the case, we may offer a replacement, exchange, partial refund, or refund where appropriate.

Return Conditions

A return may only be accepted if all of the following conditions are met:

• The product is unused and in its original condition
• The packaging has not been opened or damaged
• All labels, ties, tags, and protective packaging remain intact
• The return has been approved by VG-Hair in advance

Products returned without prior written approval will not be accepted and will be returned to the sender at their expense.

Refunds

Once we receive and inspect any approved return, we will notify you about the approval or rejection of the refund. If approved, the refund will be processed to the original payment method, minus any non-refundable shipping and manufacturing costs as set out in this policy.

Customer Acknowledgement

By proceeding with payment, the customer confirms that they have read, understood, and agreed to this Returns & Refunds Policy in full, including the non-refundable nature of custom-made products and shipping costs.

Contact Us

For return or refund requests, please contact us at: info@vg-hair.com

Last updated: June 2026