Refund policy
At True Hair Factory, we stand behind the quality of every bundle we ship. We carry exclusively 12A grade, 100% human hair — and we want you to love what you receive. Please read this policy carefully before placing your order.
01 | ALL SALES ARE FINAL — HERE'S WHY
Hair extensions are a personal care product. Once a bundle has been opened, unpackaged, installed, cut, colored, or otherwise altered, it cannot be resold or restocked safely — for you or for the next customer.
For this reason, ALL SALES ARE FINAL. We do not accept returns or offer refunds on opened hair products under any circumstances.
This is standard practice across the hair industry and is consistent with health and hygiene regulations.
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💛 We want you to feel confident before you buy. If you have any questions about texture, length, weight, or which bundles are right for your install — DM us on Instagram @truehairfactory or email us before placing your order. We will always help you make the right choice. |
02 | WHEN WE WILL MAKE IT RIGHT
While we do not accept returns, we will always make it right if there is an error on our end. You are covered if any of the following apply:
Wrong Item Received
If you receive a different texture, length, or product than what you ordered, contact us within 48 hours of delivery. We will ship the correct item at no cost to you.
Damaged or Defective Product
If your bundle arrives visibly damaged, with excessive shedding straight out of the packaging, or with a clear manufacturing defect — contact us within 48 hours of delivery with photos. We will review and resolve at our discretion (replacement or store credit).
Lost or Missing Package
If your tracking shows delivered but you have not received your package, contact us within 7 days. We will work with the carrier to locate your shipment or arrange a resolution.
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📸 Important: Always photograph your package before opening. Photos of the sealed package, the shipping label, and the contents upon opening protect you in the event of any damage or missing item claim. We require photo evidence for all damage and wrong-item claims. |
03 | WHAT IS NOT COVERED
The following situations are not eligible for a refund, replacement, or store credit:
✦ Hair that has been installed, sewn in, glued, taped, or otherwise applied
✦ Hair that has been cut, trimmed, or altered in any way
✦ Hair that has been colored, bleached, toned, or chemically treated
✦ Dissatisfaction with texture or wave pattern after installation (please review product photos and ask questions before ordering)
✦ Slight shade variation between bundles — natural human hair has natural color variation
✦ Shedding that occurs after installation, styling, or washing — some shedding is normal with all human hair
✦ Orders where the incorrect product was selected at checkout
✦ Buyer's remorse or change of mind after the order has shipped
✦ Delays caused by the shipping carrier once the package has left our facility
04 | STORE CREDIT
In select situations at our sole discretion, we may offer store credit instead of a replacement. Store credit:
✦ Is valid for 12 months from the date issued
✦ Can be applied to any product in our store
✦ Is non-transferable and has no cash value
✦ Will be issued via a unique discount code sent to your email
05 | HOW TO CONTACT US
If you believe your order qualifies for a resolution under Section 02, here is how to reach us:
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info@truehairfactory.com |
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Instagram DM |
@truehairfactory |
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Response Time |
Within 24–48 hours on business days (Mon–Fri) |
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Required Info |
Order number, photos of the issue, your name |
Claims submitted after the stated timeframes will not be honored. Please inspect your order promptly upon delivery.
06 | CHARGEBACKS & DISPUTES
We take chargebacks seriously. If you initiate a chargeback without first contacting us to resolve an issue, we reserve the right to dispute the claim with full documentation of your order, shipping confirmation, and our communications.
We are always willing to work with you directly. Please reach out before going to your bank — we will always do our best to make it right.