Refund/Return Policy
Eligibility for Refund:
We will always make it our priority to meet the demands of all our customers. If a dispute arises, we are more than willing to accommodate our customers for the following:
Incorrect Address
Item not received ( due to changed address)
Damage item upon delivery
Status of shipment stagnated: If the status of the parcel is stagnated, we advise you to contact your local carrier. You may contact us to investigate and keep in touch until the parcel is delivered successfully.
Unsuccessful delivery: If the parcel is delivered unsuccessfully because of the wrong address offered by the customer, we will not be responsible for any losses caused and no refunds will be issued.
Item not as described: You are encouraged to open the parcel to check the item once it is delivered, though the item and original packaging must be intact to be eligible for a refund.
There will be no refunds otherwise.
If you have additional concerns or questions about our return/refund policy, please contact us by email at info@newhairgamestore.com.
Order Cancellation:
We are able to cancel the order for you if you do not want to continue with your purchase, if you contact us before your order is fulfilled within 3 days after your purchase.
Orders cannot be canceled after 4 days after you purchase. Orders cannot be canceled once we have already completed the order fulfillment process or the parcel is shipped out.
Note: If requesting for cancellation of your order, you must first contact us by email at info@newhairgamestore.com.
*** Please note that if you need a refund on a recent order please contact us. If you do not contact us first and you report a fraudulent purchase on your card, you will be charged an additional $15 fee charge of any fraudulent reports. If you report a fraudulent charge on your card we will remove you from our contact list and block you from making any future purchases with us.***
Instructions for Return:
All orders must be returned within 14 days of the purchase date if and when return is eligible for a refund. Please contact us at info@newhairgamestore.com within 14 days of the purchase date.
All items must be returned in its original, factory condition, (unaltered, unworn, undamaged and with tags attached with the original packaging) as we do not sell refurbished or previously owned products. Please make sure the LACE is INTACT and the LACE has NOT been cut.
All returns must include the confirmation number. Once the returned package is received & inspected, your refund will be processed and automatically applied to your original payment account.
Hair care & styling products, accessories, liquids, and special-order items are ineligible for return or refund.
What happens after an order is refunded?
Customers receive an email notifying them of a refund, and Stripe sends the money directly to their bank or card. The refund will appear in their account in 5 to 10 business days.
If the order was fully refunded, it will display:
Payment: Refunded
Status: Cancelled
If the order was partially refunded, it stays in its current state (Pending). It will display:
Payment: Partial refund
Status: Pending