Returns & Refunds Policy
PRODUCT QUALITY GUARANTEE, RETURNS & REFUNDS POLICY
GUGU HAIR takes reasonable care to prepare and inspect each order before shipment. Our products are supplied according to the specifications confirmed between GUGU HAIR and the customer.
Because human hair is a natural product and may be affected by handling, installation, chemical processing, heat styling, and aftercare, all quality concerns, return requests, exchanges, and refund requests are reviewed based on the specific circumstances of each order.
This policy explains the conditions under which GUGU HAIR may review and provide support for product-related concerns.
1. PRODUCT QUALITY CHECK
Before shipment, GUGU HAIR makes reasonable efforts to check products against the confirmed order specifications.
Depending on the product, this may include checking:
- Product type
- Hair length
- Texture
- Color
- Quantity
- Lace type
- Density
- Construction
- Other specifications confirmed for the order
Customers are responsible for reviewing and confirming product specifications before production or shipment begins.
Once an order has been confirmed, GUGU HAIR will prepare the product based on the agreed specifications.
2. INSPECTION AFTER DELIVERY
Customers should inspect their order immediately after receiving it and before using, installing, washing, cutting, coloring, bleaching, or otherwise altering the product.
If you believe that there is an issue with your order, please notify GUGU HAIR within 7 days of receiving the product.
To allow us to properly review the original condition of the product, customers should contact us before making any changes to the hair.
A claim submitted after the product has been altered or used may be difficult or impossible to verify.
3. EVIDENCE REQUIRED FOR A CLAIM
To review a product concern, GUGU HAIR may request relevant evidence, including:
- Order number
- Photos or videos of the product
- Photos or videos showing the reported issue
- Photos of the original packaging
- Product labels or packaging information
- Additional information necessary to review the claim
note:* The information provided must clearly show the condition of the product.
GUGU HAIR may request additional evidence where the initial information is insufficient to determine the cause of the issue.
4. CASES THAT MAY BE REVIEWED
GUGU HAIR may review a claim where there is reasonable evidence that:
- The wrong product was supplied.
- The product materially differs from the confirmed specifications.
- The quantity received is incorrect.
- A verified manufacturing or preparation error occurred.
- The product was damaged before delivery or during transportation.
The existence of a complaint does not automatically establish that a product is defective.
note*: Each case will be reviewed based on the confirmed order details and available evidence.
5. NATURAL VARIATIONS IN HUMAN HAIR
Human hair is a natural material and may not be completely identical from one bundle, wig, or production batch to another.
Reasonable variations may occur in:
- Natural color tones
- Strand thickness
- Texture
- Curl or wave pattern
- Overall appearance under different lighting conditions
Minor variations that are consistent with the natural characteristics of human hair and do not materially differ from the confirmed order specifications are not automatically considered defects.
6. CONDITIONS THAT MAY AFFECT ELIGIBILITY
To allow a product concern to be properly reviewed, the hair should remain in its original condition.
A claim may not be eligible for return, exchange, replacement, or refund where the product has been:
- Installed or worn
- Washed or conditioned
- Cut or trimmed
- Dyed or colored
- Bleached
- Chemically processed
- Permanently altered through heat styling
- Mixed with other hair products
- Modified from its original condition
Once the original condition of the product has been changed, it may no longer be possible to determine whether an issue existed before delivery or resulted from handling, installation, treatment, or use.
7. HAIR CARE AND CUSTOMER HANDLING
The performance and lifespan of human hair may be affected by how the product is handled and maintained after delivery.
GUGU HAIR cannot verify or accept responsibility for issues resulting from factors including:
- Improper washing or conditioning
- Excessive heat exposure
- Improper installation
- Chemical treatments
- Coloring or bleaching
- Use of unsuitable hair products
- Improper storage
- Damage caused during handling
Customers are encouraged to follow appropriate hair care practices for human hair products.
8. CUSTOMIZED AND MADE-TO-ORDER PRODUCTS
Customized and made-to-order products are prepared according to specifications requested or approved by the customer.
Because these products are created or prepared specifically for an individual order, they may not be eligible for return simply because of a change of preference after production has started.
This may include changes of mind regarding:
- Hair length
- Color
- Texture
- Lace type
- Density
- Wig construction
- Other specifications previously confirmed by the customer
However, GUGU HAIR may review a claim where there is clear evidence that the delivered product materially differs from the confirmed specifications due to an error on our side.
9. RETURNS
A return must be approved by GUGU HAIR before the product is sent back.
Customers should not send products to GUGU HAIR without prior communication and return instructions.
Unauthorized returns may not be accepted or processed.
Where a return is approved, the product must generally be returned in the condition specified by GUGU HAIR for the particular case.
10. EXCHANGES, REPLACEMENTS AND REFUNDS
The appropriate solution for an approved claim will depend on the circumstances of the case.
A verified issue does not automatically result in a full refund.
Depending on the situation, GUGU HAIR may consider an appropriate resolution such as:
- Product replacement
- Product correction
- Exchange
- Partial refund
- Full refund
- Another mutually agreed solution
The solution offered will depend on the nature and extent of the verified issue.
11. RETURN AND SHIPPING COSTS
Responsibility for shipping or return costs will depend on the reason for the approved return.
Where GUGU HAIR confirms that a material error occurred on our side, we will review the appropriate solution for the affected order.
Where a customer requests a return for reasons unrelated to a verified error by GUGU HAIR, applicable shipping, handling, return, or other costs may be the responsibility of the customer.
12. CLAIMS RELATED TO SHIPPING DAMAGE
If a package arrives visibly damaged, customers should document the condition as soon as possible.
Where possible, please keep:
- The original shipping box
- Internal packaging
- Photos or videos of the package
- Photos or videos showing the condition of the product
Damage claims may also be subject to the requirements and investigation procedures of the shipping carrier.
13. NO GUARANTEE OF RESULTS AFTER USE
Human hair products may perform differently depending on the customer, installation method, stylist, climate, maintenance routine, and products used after delivery.
For this reason, GUGU HAIR cannot guarantee a specific result after the product has been installed, treated, or used.
Customer dissatisfaction based solely on personal preference, styling results, or changes made after delivery does not automatically qualify for a return, replacement, or refund.
14. FINAL REVIEW OF CLAIMS
All claims are reviewed using the available evidence, confirmed order specifications, and the condition of the product.
GUGU HAIR may request additional information where necessary to determine the cause of an issue.
Our decision regarding the appropriate resolution will be based on the specific facts available for each case.
Nothing in this policy is intended to exclude rights that cannot legally be excluded under applicable law.
15. CONTACT US
If you have a question regarding product quality, a return, an exchange, or a refund request, please contact GUGU HAIR through our official channels.
