First Purchase Assurance
Your first order is eligible for FREE returns, check our money-back-pricing policy for your convenience. If you choose to return this item yourself, the return shipping cost will not be reimbursed. Lordhair isnโt liable for any loss or damage during shipping. For refunds, please refer to our Return & Exchange Policy.
Cancellation
We understand that plans can change, and weโre here to help. If you need to cancel your order, please review the information below.
Stock Hair Systems
Stock hair system orders can be cancelled before they ship.
If no perm, haircut, or base cut service has been added, you will receive a full refund.
If your order includes a perm, haircut, or base cut service, a partial refund will be issued to the order by Refund Policy.
Custom Hair Systems
Custom hair systems are made specifically to your specifications.
If you request customizations before shipment or while your order is still in production, we may offer a partial refund based on our Refund Policy and the current stage of production.
Returns (If Applicable)
We gladly accept returns on eligible products. You may request a return within 30 days of receiving your order.
To qualify for a return, the item must be unused and in the same condition as when you received it.
Customers will only be charged shipping costs once at most, including return shipping when applicable. There are no restocking fees for returned items.
Please contact our Customer Service team at support@lordhair.com to receive the return address.
Stock Hair Systems
Custom Hair Systems
Because custom hair systems are made specifically to your specifications, the policy below applies.
- If your custom hair system arrives with a fault, we will arrange a repair. If the issue cannot be repaired, we will provide a replacement. To help us assess the issue, clear photos and or videos showing the fault will be required.
- Custom hair systems may only be returned if they are unworn and unaltered. Any approved returns must be sent back within 30 days of receiving the item.
- Refunds are available for unworn and unaltered custom hair systems and are subject to a 50% service fee.
- If you cancel a custom order before it is delivered, a 50% refund will be issued to help cover labor and material costs.
- If a custom hair system is ordered incorrectly by mistake, it is not eligible for a refund. However, we can assist with adjustments, and any additional costs will be discussed before proceeding.
- Please note that customers are responsible for the hair system until it is safely returned to us.
Refunds (If Applicable)
Once we receive and inspect your return, we will send you an email confirming its arrival. We will also notify you whether your refund has been approved or declined.
If approved, your refund will be processed and automatically issued to your original payment method within a certain number of business days, depending on your payment provider.
Refunds can only be issued if the hair system is completely unused and has not been modified in any way. This includes trimming the base or cutting the hair yourself. If any modifications have been made, the item will not be eligible for a return.
Stock hair systems with add-on services may be eligible for a partial refund. Please refer to the details below for more information.
| Stock Hair Systems | How Much Refund Can I Get? |
|---|---|
| Brand New System with No Services - Not worn or used - No services added, uncut, and no modifications made by Lordhair |
Full refund |
| Stock Hair System with Add-On Services - Not worn or used - Purchased with add-on services such as excess edge trimming, cut-to-size, haircut, perm, thinning, or other customization services performed by Lordhair |
Partial refund (70% refund) |
| Custom Hair Systems | How Much Refund Can I Get? |
|---|---|
| If the hair system has a quality issue and cannot be adjusted | We will offer a remake or issue a full refund after we receive and inspect the item. |
| If you request a return for personal reasons and the hair system is unused | A 50% refund will be issued after we receive and inspect the item. |
| If the hair system has a quality issue and can be adjusted | We will make the necessary adjustments to ensure your satisfaction. |
*Upon receiving your hair system, please inspect it carefully for any quality issues before making any alterations, such as cutting the base, trimming the hair, or coloring the system. Once the hair system has been altered, we are unable to accept returns or issue refunds unless the modifications were performed by us.
Late or Missing Refunds (If Applicable)
If you havenโt received your refund yet, please start by checking your bank account again.
If the refund is not visible, contact your credit card company, as it may take some time for the refund to be officially posted. You may also need to contact your bank, as additional processing time is sometimes required.
If youโve completed these steps and still have not received your refund, please contact us at support@lordhair.com and our Customer Service team will be happy to assist you.
Exchange (If Applicable)
- If you would like to exchange a product for personal reasons, such as choosing the wrong color or other non-quality-related issues, you will be responsible for the return shipping cost. Once we receive and inspect the item, we will arrange for the replacement to be sent to you.
- If an exchange is needed due to a quality-related issue, Lordhair will arrange a pickup service at no cost to you. In this case, you will not be responsible for any exchange-related shipping fees.
FAQ
The First Purchase Assurance is a customer-friendly policy designed to give first-time buyers a risk-free shopping experience with Lordhair. If this is your first purchase, you are eligible for free returns.
For added convenience, we can arrange a doorstep pickup for your return. If you choose to return the item on your own, please note that Lordhair is not responsible for any loss or damage that may occur during shipping.
For refund eligibility, processing timelines, and additional details, please refer to our Return and Exchange Policy.
To start a return, please follow the steps below:
- Visit our website and submit your feedback using the Feedback button located in the top right corner of the page. This will generate a case number for your request.
- Make sure the product is unused, unaltered, and in its original packaging.
- Our Customer Service team will then provide the return address along with any additional instructions.
Alternatively, you can log in to your Personal Center, locate your order once the status shows Delivered, and click the After-sales button to apply for a refund.
Once we receive your returned product and confirm that it meets the return criteria, your refund will be processed within 3โ5 business days.
Your first order is eligible for FREE returns, and we will arrange a convenient doorstep pickup for you.
Return shipping costs are the customerโs responsibility only when the return is due to personal reasons. In all other cases, no return shipping fees will be charged.
If you choose to return the item on your own, we recommend using a trackable shipping method to ensure safe delivery, as Lordhair is not responsible for any loss or damage during return transit.
To help ensure the item is returned in good condition, we recommend using the original packaging whenever possible.
If the original packaging is unavailable, please pack the item securely in a protective bag or box to prevent damage during transit.
Once we receive and inspect your returned item, we will notify you by email whether your return has been approved or declined.
If approved, your refund will be processed and credited back to your original payment method.
If you accidentally ordered the wrong custom hair system, a refund may be issued with a 50% service fee deducted, in accordance with our Refund Policy.
If your package arrives damaged, please take clear photos of the box and the product as soon as possible and submit your feedback using the Feedback button located in the top right corner of the website. This will generate a case number for your claim.
Once submitted, our Customer Service team will assist you with the replacement or refund process.
If your order is significantly delayed due to an error on our part, you may be eligible for a refund.
Please note that delays caused by customs clearance, shipping carriers, or incorrect addresses provided by the customer are not eligible for a refund.
Yes. If you prefer, we can issue loyalty points instead of a refund. These points can be used toward future purchases.
Yes. As long as you can provide your order number or other proof of purchase, we can process your return. If you placed the order using a customer account, we can also verify your purchase through your order history.