RETURNS & REFUNDS POLICY

 

Thank you for choosing Mai Bespoke Hair. We are committed to delivering luxury-quality hair and a seamless shopping experience. Please read this policy carefully before making a purchase.

1. Quality Assurance
All items undergo a strict quality control inspection before shipping, with photographs taken to ensure they meet our high standards. If you receive an item with a manufacturing defect or if there is an error on our part, you must contact us at help@maibespokehair.com within 5 days of delivery and provide clear photos/videos showing the issue for assessment. Claims submitted after 5 days will not be processed.

2. Returns & Refunds for Defective Items Only
We only accept returns for verified defects or errors on our part. If confirmed, you may choose a free replacement of the same item, shipped once the returned product is received and approved, or a full refund issued to your original payment method once the returned product is received and approved.

Refunds will NOT be issued for buyer’s remorse, incorrect sizing, or accidental orders. Failure to read site policies, including delivery timelines, thoroughly before purchase, and custom orders, sale items, or discounted purchases (all final sale) will not qualify for a return. Dissatisfaction based on personal preference once the product has been used or altered is also excluded.

3. Return Conditions
To qualify for a return due to a defect or an error on our part, the item must be returned in its original packaging, in a re-sellable condition, free from wear, washing, or alterations. Hair tags must remain attached. If tags are removed, the item is considered used and cannot be returned. Customers must contact us before sending a return to ensure a smooth process and confirmation.

4. Restocking Fees
Approved returns may be subject to a 10% restocking fee, except when the issue is due to our error.

5. Order Adjustments & Cancellations
Orders cannot be modified or canceled once placed. Please review all details carefully before completing your purchase.

6. Shipping Responsibility
Mai Bespoke Hair does not cover return shipping fees unless the return is due to an error or product defect. Refused deliveries are not considered a valid return. We are not responsible for lost, misplaced, or incorrectly addressed shipments due to customer errors.

7. Processing Times
Returns are processed within 14 days of receiving the item. Refunds, if approved, will be issued within 5-10 business days to the original payment method.

8. Hair Maintenance & Fair Use Policy
Hair maintenance is the customer’s responsibility. If you have altered, cut, or chemically treated the hair, we cannot accept a return. To protect our business and customers, we monitor suspicious return patterns, including excessive returns, returning fake hair, or suspected wear-and-return practices. We reserve the right to cancel orders or deactivate accounts if suspicious activity or abusive behaviour towards our staff is detected.

9. Policy Updates
We reserve the right to update or modify this policy at any time. By completing your purchase, you confirm that you have read and agreed to our Returns & Refunds Policy.