Policies

By placing an order, you confirm that the billing and delivery information supplied is accurate and that you are authorized to use the selected payment method. An order confirmation acknowledges receipt; acceptance occurs when we dispatch the order. We may cancel and refund an order affected by a pricing error, unavailable inventory, suspected fraud or an address we cannot service.

Product images are representative. Color can vary by screen and lighting; texture, density and curl pattern can vary slightly by batch. Lengths are measured using the method stated on the product page. Results, longevity and styling tolerance depend on care, wear, heat, chemical processing and environmental conditions.

Prices are shown in USD. Promotions cannot be combined unless expressly stated. For Buy One, Get One offers, the lower-priced eligible item is discounted and both eligible items must be added to cart. Offer terms, qualifying products and end dates may change before an order is placed.

Processing begins after payment clears. Any delivery date is an estimate unless we expressly state otherwise. If we cannot ship within the time promised at checkout, or within the period required by applicable law, we will provide the options required by law.

Our terms are governed by the law applicable to the transaction, without removing any mandatory consumer rights that cannot lawfully be waived. Nothing on this page limits rights relating to faulty, misdescribed or incorrectly supplied goods.

Request window. Contact Enquiries@realdonorhair.com within 60 days of recorded delivery and include your order number. Return authorization and routing instructions must be obtained before sending an item.

Eligible condition. Hair, wigs, closures, frontals and accessories must be unworn, unwashed, uncut, uncolored and unaltered, with lace uncut, hygiene seals, ties and tags attached, and original packaging included. Items that have been installed, combed through beyond inspection, exposed to odor or product buildup, or otherwise changed cannot be accepted for a change-of-mind return. Personalized, altered and clearly marked final-sale items are excluded unless faulty or required by law.

Refund or exchange. After inspection, an accepted return may be refunded to the original payment method (cash back) or, at your choice, issued as an exchange or store credit. Approved refunds are normally processed within 5–10 business days after inspection; your bank or payment provider controls the posting time.

BOGO and gifts. A full promotional-set refund requires the return of both eligible products and any included gifts in eligible condition. If one product is kept, the refund is recalculated against the price paid and the current value of the retained item. The stated value of a missing promotional gift may be deducted where permitted by law.

Shipping costs. Original shipping upgrades and change-of-mind return postage are non-refundable unless required by law. If we sent the wrong item or the item arrived faulty or damaged, contact us promptly with clear photos before altering it; we will provide an appropriate remedy and cover reasonable return shipping where required.

Cancellations and disputes. Cancellation requests are not guaranteed after fulfillment begins. Please contact us before opening a payment dispute so we can investigate. We may provide order, delivery and customer-service records to a payment provider when responding to a suspected fraudulent or duplicate claim.

See our Shipping & Returns page for the practical return steps. This policy is additional to, and does not replace, non-waivable rights under applicable law.