Refund policy

At So Luxe Hair, we are 100% confident in the quality of every product we deliver and want our customers to be completely satisfied with their hair. If for any reason you are not satisfied, we have a 5-day return policy, meaning you have 5 days after receiving your order to request a return.

To be eligible for a return, your hair must be in the exact condition it was delivered, unused, unworn, uninstalled, and unaltered, with all original packaging and tags intact. Proof of purchase (receipt) is required.

To initiate a return, contact us at info@soluxehair.com with your order number and reason for return. Please do not send anything back without first receiving approval from our team. Items returned without prior authorisation will not be accepted. Once your return is approved, we will provide you with the return address and full instructions.

For any return enquiries, reach us at info@soluxehair.com.

DAMAGES AND ISSUES
Please inspect your order immediately upon delivery. If you receive a defective, damaged, or incorrect item, contact us within 48 hours of receiving your order. We will evaluate the issue and where the error is ours, we will cover return shipping and send you the correct item at no additional cost.

EXCEPTIONS/NON-REFUNDABLE ITEMS
The following items are not eligible for return under any circumstances, hair or wigs that has been worn, installed, coloured, bleached, cut, heat-styled, or altered in any way; Bundles that have been unravelled or unwrapped; Lace wigs, closures or frontals once lace has been cut or altered; Customised or made-to-order wigs and sale or discounted items. If you are unsure whether your item qualifies, contact us before sending anything back.

Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGE POLICY
We accept exchanges for eligible items within 5 days of delivery for a different length, texture, or product type, subject to availability. The customer is responsible for all shipping costs for both the return and the replacement item, unless the error was made by So Luxe Hair.

CANCELLATION POLICY
Orders may be cancelled within 72 hours of purchase only. To cancel, contact us immediately at info@soluxehair.com with your order number. Cancellations requested after 72 hours will not be accepted.

REFUNDS
Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5-10 business days. Please allow additional time for your bank to post the refund. For orders placed via Klump, refunds are subject to Klump’s own processing terms. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@soluxehair.com.