Returns & Exchanges

We will assess each case individually to determine whether a return or exchange is appropriate. After 7 days of receipt, if no requirements are made by you regarding the order quality and quantity, we will not accept any inquiries about return and exchange afterwards. 

With the mission to serve the best hair extensions and top-notch wigs to the customers as well as unique shopping experience, VietStrand Hair welcomes your refund and exchange offers when the problem arises. To make sure that our company work with professional and standardized manner, here are some important notes to consider before requesting a refund or exchange:

Q: Any return or exchange if I found defection and non human hair from VietStrand Hair? 

Be assured that VietStrand Hair provides all of our beloved customers with real – authentic – raw Vietnamese human hair. With our high reputation and business ethics, we guarantee that all of our products are the finest Vietnamese hair in the market, no mixture with any foreign hair or fake hair strands. 

Q: How long is the return policy valid? 

We will only accept the exchange and return within 7 days from the receipt day. After that, we are so sorry to refuse your return request. 

Q: What conditions are accepted for return and exchange? 

These notifications are applied for all products from VietStrand Hair: 

  • Within 7 days of receiving the package.
  • Hair MUST be unused, unwashed or gone through any dying, cutting, straightening or burning test.
  • Product MUST still have the tags intact and be in its original state.
  • Returned packages MUST include a copy of the original invoice.
  • Hair extensions order MUST be confirmed as defective by the company.
  • Packages MUST be returned exactly as instructed by VietStrand Hair within the allotted time (we do not provide credits or refunds if any mistakes are made).
  • Product MUST be listed as a non-customized item  We will not accept the customized products. 

Q: What conditions are not accepted for return and exchange? 

We will not allow return and exchange practices if the hair is: 

  • Used, damaged, washed, or cut hair.
  • Changes to the product pattern.
  • Exchanges and returns are not applicable for customization versions.

Q: Who takes responsibility for return and exchange fees ? 

Depending on the condition, both parties will decide who is responsible for paying the fees.

  • VietStrand will cover the shipping fees only for incorrectly sent items or manufacturing errors. 
  • Customers are responsible for the shipping and customs fees when returning the hair so that VietStrand can inspect it for any errors. 

Q: What are some steps in the return and exchange process? 

Once you have reviewed the notes above and confirmed that your case is eligible for a refund or exchange, follow these 5 simple steps to resolve the issue:

  1. Start your return/exchange by contacting our Customer Service team via Whatsapp. 
  2. Provide photos or videos of the product and your invoice to ensure it meets our return/exchange criteria.
  3. We’ll send you a return address if your request is approved. You’ll be responsible for return shipping and any Vietnamese customs fees.
  4. Once we receive your return, we’ll inspect it. Unfortunately, returns with discrepancies from your initial photos/videos won’t be processed further.
  5. If everything checks out, we’ll issue your exchange or refund directly to your Vietnamese bank account. 

We welcome your feedback on our policy. Please share any recommendations you have for improving our service. We value every contribution.