Return & Guarantee Policy

I. Return Policy

We accept returns and exchanges within 7 days of delivery for any hair set that has not been installed, worn, colored, or altered in any way. Because every bundle comes from an individual donor, we cannot guarantee an exact match in color or texture between bundles — but our team works closely with you before shipping to find the closest possible match, and you're welcome to confirm the color through photos or a video call before your order ships.

Here are some of FAQ related to our return policy:

1. How long does the return policy last?

We accept return requests within 7 days of the date you receive your order.

2. What are the return conditions?

To qualify for a return or exchange, your hair must meet all of the following conditions: it must not be installed, colored, cut, or altered in any way; it must be in its original bundle, with the top tie intact and not undone; it must be in its original packaging; and it must be accompanied by a copy of the original invoice. Returns that do not meet these conditions will not be accepted.

3. Who pays for return shipping?

Customers are responsible for their own return shipping costs. We recommend shipping with tracking and signature confirmation, or purchasing shipping insurance, as we cannot take responsibility for packages lost in transit.

4. Do I need to contact you before sending a return?

Yes. Please contact our customer service team before sending any return, since the return address may differ from the address your order originally shipped from. This also lets us confirm your return in advance and process your refund promptly once it arrives. Refunds for items returned without prior contact cannot be guaranteed.

5. How can I contact Vietnam Natural Hair Factory?

You can contact our customer service team within 7 days of purchase, or reach out directly to the staff member handling your order.

6. Where do I send my return?
Please contact us on WhatsApp at +84 966 717 684 to get the correct return shipping address — our factory address may change, so always confirm it with our team before you ship. We are not responsible for items lost in transit or sent to an incorrect address.

II. Guarantee Policy

In addition to our Return Policy, Vietnam Natural Hair Factory offers a 7-Day Product Guarantee covering manufacturing defects. If your hair bundle has a manufacturing issue, here is how the guarantee works: contact us within 7 days of receiving your order with a photo or video showing the issue; our team will review your claim and recommend a solution, and since many issues can be resolved with simple maintenance, we may recommend specific aftercare products first; if the issue cannot be resolved this way, the hair must be sent back to our office for evaluation and replacement, with return shipping and handling costs the customer's responsibility; customized hair products are not eligible for return or exchange under this guarantee. Should you have any other questions, feel free to contact us — we're happy to help.