Returns and Exchange Policy

Returns & Exchange Policy

At Royal Lox we aim to provide you with the highest quality of hair and 100% Virgin hair. We pride ourselves with customer satisfaction, which means making sure our customers receive nothing short of our quality raw, virgin hair and lace pieces. We also ensure that every order is thoroughly inspected before it is prepared for shipping in order to maintain our high standards. 

However, we understand that sometimes this may not be the case – virgin hair is not always predictable. 

If on the rare occasion you do receive hair which is not good quality and you’re unhappy with, we are happy to do what we can to rectify the issue, either by providing you with a refund or exchange the product for you.

How to return your item:

If you receive hair which is not of good quality, please contact us as soon as possible or within 14 days of receipt of your order to inform us of the reason for your request.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Please note that we are unable to accept or exchange hair which has been removed from its packaging or installed. Products that have been opened (cut or seal removed or installed  in hair) will not be accepted due to hygiene requirements. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, if shipping has been charged.

Please ensure that you send products via secured delivery so it can get to us safely. It is the responsibility of the customer to ensure we receive the returned item. We are unable to issue a refund or exchange if the item is not received. 

If a request for a refund has been accepted, please note that this can take 5 – 10 working days to process from the day we receive your return. Payment into your account can vary depending on your bank. 

Exchanges

 

 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email or send us a message. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Need help?

Contact us via WhatsApp or email: customercare@royallox.com