Refund-return policy

RETURN & REFUND POLICY

 GUGU HAIR HAIR PRODUCTS ARE NON-RETURNABLE AND NON-REFUNDABLE.

 

IF SOMETHING ARRIVES DAMAGED, IT WILL BE REPAIRED SUBJECT TO THE TERMS AND CONDITIONS SET FORTH HEREIN. ANY ITEM, NOT PICKED UP BY THE BUYER WITHIN ONE (1) YEAR OF THE DATE NOTICE THAT THE ITEM IS READY FOR PICKUP, WILL BE FORFEITED AND WILL BECOME THE PROPERTY OF GUGU HAIR. NO REFUND WILL BE OFFERED.

1. Compensation & Return/Refund Policy

We accept seriously damaged orders caused by our company to be compensated or refunded/returned after 3 days of receiving. However, all cases should be reviewed and agreed upon by both parties.

Customers should send all clear and persuasive proof (videos, pictures, etc) showing the product’s problem if they wish to have a solution. We have the right to refuse to solve cases with no clear proof.

We only issue a refund when we have received the product sent by customers.

All returned orders must remain untouched, worn, tampered. Therefore, customers can’t send back products that have been used, worn, or tampered.

Customers will directly send the package back if they want to return the hair. All transactions fees, shipping fees, and customs fees are responsible by customers in all cases.

We will not be responsible for packages damaged by customers or lost packages on return.

We don’t allow customized orders (product inquiries that are NOT in our catalog provided by our sales representative or based on the pictures or videos sent by customers) to be refunded/returned or compensated.

All orders can’t be returned or refunded after 7 days of receiving (tracked by DHL/ UPS/ FedEx tracking code).

Once your order is paid, we won’t accept the order to be canceled. If a customer cancels the order in the middle of the production process or after the order is finished without our approval, we have a right to take the customer’s deposit money to compensate for damages caused by customers.

 

2. Return Procedure.

Step 1: We provide customers shipping details (location, phone number, shipping method, package notes)

Step 2: Customers give us videos and pictures showing clearly the product status and quantities and inform us about the product quantities through WhatsApp.

Step 3: Customers give us the tracking code provided by the shipping company they used.

Step 4: We inform customers when we have received the packages.

If you have any questions, please contact us. We guarantee a response within 24 hours and will be happy to help!  If you have any questions regarding this matter, please feel free to contact us. It will be a pleasure to assist you.