Return Policy

Returns & Refunds

Please read this policy before purchasing. A return request is not an automatic approval or refund. Our team must first review the request, provide return instructions and inspect the returned item.

1. Contact Us Within 15 Days

For a change-of-mind return, contact us within 15 calendar days after delivery. Email dreamlacewigofficial@gmail.com or message WhatsApp: +86 166 7857 2569. Include your order number, reason for return and clear photos showing the product, lace, tags and packaging. We may request relevant additional information to assess the condition.

2. Get Return Instructions Before Shipping

Do not send an item back before contacting customer service and receiving written return authorization, the correct return address and shipping instructions. Do not use the address on the original parcel unless our team specifically confirms it. Follow the dispatch instructions and any agreed return deadline stated in your authorization. Returns sent without authorization or to an incorrect address may be delayed or declined under this policy, subject to applicable law.

3. Condition Required for Change-of-Mind Returns

The product must remain in its original condition, fully functional and suitable for resale. Please inspect it before installation or alteration. All of the following conditions apply:

Unworn, unused, unwashed and undamaged, without stains, odors, adhesive, styling-product residue or other signs of use.
Lace remains completely uncut and intact. Knots must not have been bleached, the hairline must not have been plucked, and the cap, straps and attachments must not have been modified.
Hair must not have been cut, dyed, bleached, permed, chemically treated or restyled in a way that changes its original condition or curl pattern.
Hair bundles and extension wefts must not have been cut, installed, separated or otherwise altered. Clips and attachments must remain intact.
Original tags, hygiene seals where provided, accessories, packaging and included gifts must be complete and returned with the item. Pack the return securely to protect the hair and lace.

Products that have been used, altered or damaged by the customer, or that no longer meet these conditions, are not eligible for a standard change-of-mind return. This does not exclude remedies for a verified product defect or seller error.

4. Customized and Final-Sale Products

A product is excluded from change-of-mind returns as a customized or final-sale item only when that restriction was clearly disclosed before purchase. Please confirm the terms with us before ordering a personalized color, cap size or construction. This exception does not remove remedies for defects, damage on arrival or an item that differs from the agreed order.

5. Return Shipping and Other Charges

For an eligible return due to personal preference, a change of mind or a selection mistake not caused by us, the customer is responsible for return shipping costs. Free outbound standard shipping does not include free return shipping.

If we confirm that an item was sent incorrectly, arrived damaged or has a product defect, we will provide appropriate instructions and address the return costs as part of the resolution, in accordance with applicable law. Please do not book an unapproved service or incur extra charges before discussing the arrangement with us.

Any applicable deduction or non-refundable optional service charge must have been disclosed before purchase and will be explained during the return review. We do not apply an undisclosed blanket restocking fee. Applicable law takes precedence.

6. Wrong, Damaged or Defective Items

Inspect your parcel and item when received. If the wrong item arrived, there is visible damage or you notice a possible defect, contact us promptly with your order number, photos and a description. Keep the packaging and avoid further use or alteration while we investigate. We will assess the issue and arrange an appropriate resolution, such as a return, replacement, repair or refund, as applicable. The standard change-of-mind conditions and 15-day request window do not override rights that applicable law provides for defective or misdescribed goods.

7. Send the Approved Return with Tracking

Follow our written instructions, retain the shipping receipt and send the tracking number to customer service. We recommend a trackable service. Return authorization does not confirm that the product has passed inspection or that a refund has been approved.

8. Inspection and Refund Decision

After receiving the return, we inspect the item and notify you of the result. A refund is issued only after the returned item is verified against the applicable return terms. We may decline a change-of-mind return that does not meet the stated conditions. If any adjustment to a refund is permitted, we will explain the reason and any documented loss or previously disclosed charge; deductions will not be arbitrary.

Approved refunds are returned to the original payment method. The refundable amount reflects the amount actually paid for the returned merchandise and any applicable, previously disclosed adjustments. Bank and payment-provider processing times can vary. An exchange is subject to approval and product availability.

9. Applicable Terms

These rules do not limit non-waivable consumer rights. This updated policy applies prospectively. Existing orders remain subject to the terms disclosed at purchase, and a different policy shown at checkout for an order will not be retroactively replaced by stricter terms here.

For all return-related arrangements, contact dreamlacewigofficial@gmail.com before taking action.