Return & Refund Policy
Order Cancellation
You can cancel your order for a full refund before the product is shipped. Once the product has been shipped, cancellations are not supported. You will need to go through the return or product exchange process.
Return Procedure
To be eligible for an exchange, return, or refund, you must notify us within 30 days of receiving your braided wig. The wig must be unused and in the same condition as when you received it—unwashed, unstyled, uncolored, and unworn. The lace must be intact, and no perfume should have been used on it. The wig must also be in the original packaging.
Steps:
- Contact Customer Service: Reach out to our customer service team and explain the reason for the return. If the product is unsatisfactory, provide relevant videos or photos. Returns not confirmed by our official customer service will not be eligible for a refund.
- Receive Return Address: After communication, you will be given the appropriate return warehouse address. Orders from the USA must be returned to our US warehouse.
- Return the Product: After receiving approval, return the product to the correct address within 3 days and provide the tracking number to uBraids.
- Verification: Once our warehouse staff receive the product, verify its condition, and confirm it meets the return criteria, uBraids customer service will process your refund.
- Refund Processing: uBraids will issue the refund within 3 days. It may take 5-7 business days for the refund to appear in your bank account.
Defective Products
If our products are evidently defective or damaged, please contact our customer service staff and provide relevant photos after receiving the package. We will cover the return shipping costs and issue a refund or resend a new product.
Incorrect or Incomplete Orders
If you receive the wrong product or fewer items than ordered, please contact the uBraids service team with the relevant tracking number and product picture. We will address the issue within 2 working days.
Exchanges
If the product is brand new and you want to exchange it for personal reasons, you should pay for the shipping cost to our warehouse. Once we receive and inspect the product, we will notify you and issue the product exchange. No restocking fees will be charged.
Non-returnable Items
- Damage or losses caused by the customer are not refundable.
- Custom wigs: We will take pictures of custom wigs before dispatch. You may request modifications if needed. After confirming the final look, the custom wig will be shipped to you and is non-returnable.
Missing Packages
Please double-check your delivery address when placing an order. If the wrong address is provided, resulting in delivery failure and destruction of the goods, uBraids will not compensate for the loss.
uBraids is not responsible for missing packages sent to the incorrect shipping address. By accepting our terms and conditions, you agree that we are not responsible for missing packages sent to the incorrect address.
If you have any questions, please contact our customer service team at support@ubraids.com. We are here to help.