Return and Exchange
We strive to satisfy the needs of all of our customers. If a dispute arises, we'll do our best to assist you!
Out for Delivery
CUSTOMS: In some cases, packages may be seized by your country's customs agents. Buyers are responsible for clearing their purchases through customs. Contact your local customs office and follow their procedures to retrieve your package. We are happy to provide invoices and any other reference documents you need as a proof of purchase.
DELAYED IN TRANSIT: If you notice that that your package's shipping information hasn't updated in a few days, we recommend contacting your local DHL office to see if the parcel arrived or is still in transit. Similarly, we will also contact our shipping suppliers to track your package. You are welcome to stay in contact with us until your package is delivered.
WRONG ADDRESS BY BUYER: If a package is unable to be delivered because of an incorrect or incomplete address provided at the time of purchase, we are not responsible for the loss. Please ensure you enter the correct delivery address at the time of purchase. If you would like to make changes to your delivery information before a package is shipped, contact us within 24 hours of making your purchase.
DELIVERED TO WRONG ADDRESS: If you provided the correct shipping address and the package is delivered to the wrong address, we are happy to resend your order or offer a full refund at no cost to you.
Refunds and Returns
If you are unsatisfied with your order within 7 days of delivery, we encourage you to contact us!
Returns/Refunds - Item not as described
If you would like to return or exchange an item within 7 days of receiving it, please contact our support team with your order number. We will provide a return shipping address. Buyers are responsible for return shipping and any price differences between exchanged items. Returned items are subject to a 15% restocking fee. Restocking fees and additional costs will be automatically deducted from your account. All returned items must be in perfect condition and must be unused. We encourage you to reuse the shipping materials your item originally came in.
Returns/Refunds - Quality
If the product you received is defective or not what you expected (wrong size, color, or style), please email our support team with your order number and a high-resolution photo of both the defective product and the shipping information on the side of your package. Once we receive this information, we will evaluate the damage and determine how best to assist you. In most cases, damage to a product caused by a shipping company will entitle you to a full refund or product exchange.
1. If you would like to return an item to us, please keep it in perfect condition. Used or washed items are not eligible for our 7-day return policy. Damaged or used items returned to our facility will not be restocked and will be returned to the buyer.
2. Please contact us before returning an item to our warehouse. To better process shipping requests, our support team will make a note on your account to expect a return shipment. Note that all returns are subject to a 15% restocking fee that will be deducted from your refund, unless otherwise indicated by our support staff.
3. Before returning your items, write down or take pictures of your order number. As for the old shipping information, you don't need to focus on it. Retain this information until your refund or exchange has successfully processed.
4. Unfortunately, all custom orders, sale items, and certain styles are not eligible for exchanges or returns. If you are unsure about an item's eligibility for our return policy, please contact our support team before placing your order.
If you would like to cancel an order, contact us within 24 hours after your payment has cleared. We apply a 5% transaction fee to all canceled orders within the first 24 hours. After 24 hours, our transaction fee for cancellations is 15%.
Orders that have already shipped are not eligible for cancellation. Custom hair pieces that have begun the production process are also ineligible for cancellations.
Finally, payments made via PayPal or echeck will take 5-7 days to be fully refunded, as PayPal handles the refund process. If you would like expedite this process, we charge a 5% transaction fee.
The rights of interpretation of this refund policy are reserved by https://www.myhairbay.com/
If you have any questions about our return policy or products available on My Hair Bay, our support team is happy to assist you. Please allow up to 24 hours for a reply. If you have an existing order, please provide your order number or billing information in your email so we can better assist you. We'll do everything we can to make sure your order is as smooth as possible so you don't need to focus on it!