Refund policy
HUEX REFUND & RETURN POLICY
At HUEX, we carefully inspect and prepare our products before shipment. Because our products are personal-use beauty products and may come into contact with hair, skin, or other personal items, we maintain strict return and exchange requirements.
By placing an order with HUEX, you acknowledge and agree to this Refund & Return Policy, our Shipping Policy, and our Terms of Service.
Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.
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1. ALL SALES ARE FINAL EXCEPT ELIGIBLE RETURNS
HUEX does not provide refunds to the original payment method for ordinary returns.
However, eligible products may qualify for store credit if the customer follows the requirements and timeframe described below.
Certain products are permanently final sale and are not eligible for return, exchange, replacement, or store credit except where required by applicable law.
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2. RETURN REQUEST WINDOW
Eligible return requests must be submitted within 7 calendar days of confirmed delivery.
The 7-day period begins when the carrier’s tracking information confirms delivery to the shipping address provided with the order.
Return requests submitted after the applicable 7-day period may be denied.
Submitting a request does not automatically authorize a return. HUEX must approve the return before the product is sent back.
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3. RETURN ELIGIBILITY
To qualify for store credit, the product must be returned in its original, unused, unworn, and resellable condition.
The product must not have been:
worn;
installed;
brushed;
combed;
washed;
conditioned;
cut;
colored;
bleached;
dyed;
chemically treated;
altered;
plucked;
customized;
exposed to adhesives;
exposed to styling products; or
otherwise used.
All original ties, seals, tags, protective materials, packaging, and other product components must remain intact where applicable.
IMPORTANT
Customers must inspect products before cutting, coloring, bleaching, installing, washing, brushing, combing, or otherwise altering them.
Once a product has been altered or used, it generally cannot be returned.
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4. RETURN AUTHORIZATION
Customers must contact HUEX Customer Care before sending a return.
Unauthorized returns may be refused or returned to the customer at the customer’s expense.
HUEX may request:
order number;
customer name;
telephone number;
email address;
reason for return;
photographs or video;
photographs of packaging and product condition; and
other information reasonably necessary to evaluate the request.
HUEX will provide return instructions after the request has been reviewed.
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5. RETURN PACKAGE REQUIREMENTS
When a return is authorized, the customer should include the information requested by HUEX, which may include:
first and last name;
order number;
phone number;
email address; and
reason for return.
Failure to provide requested information may delay processing.
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6. RETURN SHIPPING
Customers are responsible for return shipping costs unless the return is due to an error determined to be caused by HUEX.
Customers are strongly encouraged to use a trackable shipping service and obtain proof of shipment.
HUEX is not responsible for products lost or damaged while being returned to HUEX before confirmed delivery.
The customer assumes responsibility for the returned package until it is delivered to HUEX.
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7. RETURN INSPECTION
Returned products are subject to inspection.
Approval of a return request does not guarantee that store credit will be issued.
HUEX may reject a return if inspection determines that the product:
has been used;
has been worn;
has been installed;
has been washed;
has been brushed or combed;
has been cut;
has been colored;
has been bleached;
has been dyed;
has been chemically treated;
has been altered;
has been damaged;
has missing tags, ties, seals, or packaging;
shows signs of manipulation; or
is otherwise not in original resalable condition.
If a return is rejected, HUEX may return the product to the customer at the customer’s expense.
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8. STORE CREDIT
Approved returns will be issued as HUEX store credit rather than a refund to the original payment method, except where otherwise required by applicable law.
Store credit:
is not redeemable for cash except where required by law;
may not be transferred or sold;
may not be exchanged for another form of payment;
may be subject to the terms communicated when issued.
Store credit will generally be issued after the returned product has been received and inspected.
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9. RETURN FEE
A $50 restocking and return-processing fee applies to approved returns where permitted by applicable law.
The fee will be deducted from the store credit issued for the approved return.
Customers are also responsible for applicable return shipping costs.
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10. ORIGINAL SHIPPING COSTS
Original shipping charges are non-refundable except where required by applicable law or where HUEX determines that the shipment resulted from an error attributable to HUEX.
This includes expedited shipping charges.
The cost of expedited shipping does not guarantee expedited processing unless expressly stated by HUEX.
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11. ROUTE OR PACKAGE PROTECTION FEES
If the customer purchases third-party shipping protection, package protection, or Route Insurance, the applicable protection program may be governed by separate terms.
Unless otherwise required by law, fees paid for third-party package protection are non-refundable once the service has been purchased.
Claims under a third-party protection program may be subject to that provider’s rules and procedures.
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12. FINAL-SALE PRODUCTS
The following are final sale and are not eligible for return, exchange, or store credit except where required by applicable law:
sale products;
clearance products;
promotional products specifically identified as final sale;
customized products;
personalized products;
made-to-order products;
products that have been altered;
products that have been installed; and
other products specifically identified by HUEX as final sale.
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13. NON-RETURNABLE LACE PRODUCTS
Due to their delicate nature and the potential for alteration during installation, the following products are final sale:
Full Lace Wigs;
Lace Closures;
Lace Frontals; and
other lace products designated as non-returnable by HUEX.
These products cannot be returned, exchanged, or replaced solely because the customer changed their mind, selected the wrong size or color, or no longer wants the product.
Customers must inspect these products before:
cutting lace;
plucking lace;
bleaching knots;
coloring;
installing;
applying adhesive; or
otherwise altering the product.
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14. WIGS AND CUSTOM UNITS
Wigs, custom units, made-to-order units, and personalized products may require significant preparation and customization.
Unless HUEX expressly states otherwise, these products are final sale once production or customization has begun.
Customers are responsible for carefully reviewing applicable measurements, sizing information, color selections, texture selections, and customization options before ordering.
An incorrect measurement or customer-selected specification does not automatically constitute a defect.
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15. DEFECTIVE PRODUCTS
If you believe a product has a manufacturing defect, contact HUEX as soon as reasonably possible.
HUEX may request photographs, videos, order information, packaging information, or return of the product for inspection.
If HUEX determines that the product contains a qualifying defect that existed before customer use or alteration, HUEX may, at its discretion and as permitted by law:
provide a replacement;
provide store credit;
provide a refund where required or appropriate; or
provide another legally appropriate remedy.
A product damaged after receipt through customer use, installation, processing, or alteration may not qualify as a manufacturing defect.
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16. WRONG OR DAMAGED PRODUCTS
If HUEX sends an incorrect product or an order arrives damaged, contact HUEX promptly.
Customers may be required to provide:
photographs of the product;
photographs of the shipping box;
photographs of the shipping label;
photographs of any visible damage;
order information; and
other information reasonably requested by HUEX.
Customers should not alter, install, wash, cut, color, bleach, or otherwise use a product that they believe was shipped incorrectly or arrived damaged until HUEX provides instructions.
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17. SHIPPING DAMAGE
Customers should inspect shipments promptly after delivery.
If a package appears visibly damaged, customers should photograph the package before opening it when reasonably possible.
HUEX may coordinate with the shipping carrier or require the customer to cooperate with a carrier claim or investigation.
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18. RETURN-TO-SENDER SHIPMENTS
HUEX orders may require a signature upon delivery depending on the order, destination, product, order value, or other circumstances.
If a customer is unavailable to receive a shipment, the carrier may make additional delivery attempts or hold the shipment for pickup.
If a package is returned to HUEX because of:
failure to accept delivery;
failure to retrieve the package;
an incorrect address;
an incomplete address;
refusal of delivery; or
another issue attributable to the customer,
a $50 return-processing/restocking fee may apply where permitted by law.
Original shipping charges and applicable third-party protection fees may also be non-refundable.
Once the returned package is received and processed, HUEX may issue store credit in accordance with this policy.
If the customer requests reshipment, the customer may be responsible for applicable additional shipping charges.
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19. HAIR INSTALLATION AND STYLING EXPENSES
HUEX sells hair and beauty products. Unless HUEX expressly provides installation services as part of a specific purchase, HUEX is not responsible for services performed by independent stylists or third parties.
HUEX is not responsible for costs associated with:
hair installations;
hair removals;
reinstallations;
styling appointments;
salon appointments;
stylist fees;
travel expenses;
appointment cancellations;
appointment rescheduling;
lost income;
event-related expenses; or
other third-party expenses.
Customers are strongly encouraged to inspect and confirm their products before scheduling time-sensitive appointments.
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20. PRODUCT PROCESSING AND CHEMICAL TREATMENT
Customers are responsible for understanding the risks associated with altering hair products.
HUEX is not responsible for damage caused by:
bleaching;
coloring;
dyeing;
chemical treatments;
excessive heat;
adhesives;
improper installation;
improper washing;
improper brushing;
improper storage;
excessive manipulation;
incompatible hair products;
misuse; or
failure to follow applicable care instructions.
Products should be inspected before any chemical or physical alteration.
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21. NATURAL HAIR VARIATIONS
Hair products may naturally vary in:
texture;
curl pattern;
density;
color;
strand thickness;
length;
luster;
movement; and
appearance.
Reasonable variations inherent in natural or hair-based products do not necessarily constitute a defect.
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22. NO GUARANTEE OF LONGEVITY
Any estimated lifespan or durability statement appearing on a HUEX product page is an estimate and may vary depending on:
installation;
maintenance;
styling;
frequency of use;
chemical processing;
heat exposure;
storage;
environmental conditions; and
other factors outside HUEX’s control.
A stated product lifespan does not constitute an unconditional warranty.
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23. ORDER CANCELLATIONS
Because HUEX may begin processing orders promptly after purchase, orders may not be modified or canceled after processing begins.
HUEX may, at its discretion, accommodate a cancellation request if the order has not entered fulfillment.
Once an order has been processed, customized, made to order, or shipped, cancellation may no longer be available.
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24. PROMOTIONAL PURCHASES
If a customer returns a product purchased using a promotion, discount, gift, or special offer, the customer is not automatically entitled to receive the same promotion on a replacement or future order.
Promotional terms may provide additional restrictions.
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25. FRAUDULENT RETURNS AND POLICY ABUSE
HUEX reserves the right to investigate suspected:
fraudulent return claims;
false defect claims;
false non-delivery claims;
payment fraud;
chargeback abuse;
repeated policy abuse;
unauthorized use of another person’s payment information; and
other conduct that may harm HUEX or its customers.
HUEX may suspend or restrict accounts, cancel orders, deny returns, or take other action permitted by law.
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26. CHARGEBACKS
Customers should contact HUEX before initiating a chargeback or payment dispute whenever reasonably possible.
HUEX may provide payment processors, financial institutions, or other authorized parties with relevant documentation, including:
order records;
payment records;
tracking information;
delivery confirmation;
customer communications;
photographs;
return records; and
applicable policy acknowledgments.
Nothing in this section limits a customer’s rights under applicable law.
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27. LIMITATION OF LIABILITY
To the fullest extent permitted by applicable law, HUEX will not be responsible for indirect, incidental, special, consequential, exemplary, or punitive damages arising from or related to the purchase, possession, installation, alteration, or use of HUEX products.
To the fullest extent permitted by law, HUEX’s maximum liability relating to a particular product will not exceed the amount actually paid for that product.
This limitation does not apply to liability that cannot legally be limited or excluded.
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28. NO RESPONSIBILITY FOR THIRD-PARTY SERVICES
HUEX is not responsible for services provided by independent stylists, salons, shipping carriers, payment processors, package-protection providers, or other third parties.
Any dispute concerning a third-party service may be subject to that third party’s terms and policies.
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29. POLICY ENFORCEMENT
HUEX reserves the right to determine whether a product qualifies for a return, replacement, store credit, or other remedy based on the applicable policy, product condition, order records, photographs, tracking information, inspection results, and applicable law.
Nothing in this policy gives HUEX the right to deny a remedy that applicable law requires.
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30. CHANGES TO THIS POLICY
HUEX may update this Refund & Return Policy from time to time.
Changes become effective when posted to the HUEX website unless otherwise stated.
The “Last Updated” date identifies the most recent revision.
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31. CONTACT HUEX
For return requests, defective-product claims, incorrect orders, or other refund-related questions, customers should contact HUEX through the official customer-service information provided on the HUEX website.
Do not send a return to an address unless HUEX has authorized the return and provided return instructions.
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