Refund policy

Effective Date: August 6, 2026

We want you to confirm your HUGYOO wig carefully before making an irreversible change. This Policy is the single official return and refund policy for purchases made through hugyoohair.com.

30-Day Request Period

Contact us within 30 days after the order is delivered to request a return or exchange. The item must meet the condition requirements below, and return authorization is required before anything is shipped back.

If local law gives you a longer period or additional non-excludable rights, those rights continue to apply.

You May Open and Carefully Try On the Wig

Opening the transit package does not by itself prevent a return. You may inspect the wig and carefully try it on over a clean wig cap while deciding whether to keep it.

During the return-eligible try-on:

• Keep all tags and required security markers attached.
• Keep the lace completely uncut.
• Use clean hands, clean skin and a clean wig cap.
• Keep makeup, foundation, powder, oils, perfume, smoke, adhesive and styling product away from the wig.
• Confirm the product, color, texture, length, cap size, lace tone and overall fit.

If the cap or lace tone is uncertain, remove the wig and contact us before cutting the lace.

Return-Eligible Condition

To be returned as an unused item, the wig must be:

• Unworn except for the careful clean try-on described above
• Unwashed and unstyled
• Undyed, unbleached and not chemically treated
• Uncut, including both the lace and hair
• Free from adhesive, makeup, product, stains, odor and damage
• Unaltered at the cap, band, combs, lace and construction
• Returned with attached tags, required security markers and included items
• In a condition suitable for inspection and resale

The following changes make an item ineligible for a preference-based return or exchange as unused:

• Cut, tinted, torn or otherwise altered lace
• Actual wear beyond a careful at-home fitting
• Washing, conditioning, wetting to redefine texture or product application
• Heat styling, curling, straightening or blow-drying
• Dye, bleach, toner, permanent wave, relaxer or another chemical service
• Cutting, thinning, plucking or reshaping the hair or hairline
• Glue, tape, bonding spray or another adhesive
• Alteration of the cap, adjustable band, internal combs or construction
• Damage caused by incorrect care, friction, heat, chemical processing or storage

These condition rules do not remove non-excludable rights for a product that is defective or materially misdescribed. If you suspect a manufacturing issue, stop using or altering the item and contact us so the concern can be assessed.

How to Request a Return

1. Email returns@hugyoohair.com within 30 days of delivery.
2. Include the order number, item, reason for the request and clear photographs showing the lace, hair, tags, cap and overall condition.
3. Wait for written authorization and the correct return address.
4. Pack the wig securely with its included items and authorization information.
5. Use a tracked shipping service and keep the receipt and tracking number until the return is completed.

Do not send a return to the address on the outbound shipping label or to the public business address unless HUGYOO specifically instructs you to do so in writing. Unauthorized returns may not reach the correct facility and cannot be treated as received until located.

Return Shipping

Preference-Based Return or Exchange

If the correct item arrived in the condition ordered and you are returning it because of preference, fit, color choice or another non-quality reason, you are responsible for tracked return shipping. HUGYOO does not charge a restocking fee.

Confirmed Quality Issue, Transit Damage or Wrong Item

If we confirm a manufacturing issue, transit damage or HUGYOO fulfillment error, we will provide an appropriate return, replacement or refund solution and cover the reasonable related shipping cost.

For visible transit damage or a wrong item, contact us within seven days of delivery and keep the shipping carton, label, packaging and product. Send clear photographs so we can assess the issue and, where necessary, make a carrier claim.

Exchanges

An exchange follows the same 30-day request period and unused-condition requirements. Exchange availability depends on current inventory.

For a preference-based exchange, the customer pays tracked return shipping. If the replacement has a different price, the difference must be paid or refunded before the exchange is completed. HUGYOO covers appropriate shipping where the exchange results from a confirmed quality issue or fulfillment error.

If the requested replacement is unavailable, you may choose another available item or receive a refund after the original item passes inspection.

Inspection

We normally inspect an authorized return within seven business days after it is received. Inspection confirms identity, lace condition, signs of wear or alteration, included items and overall eligibility.

If the return does not meet this Policy, we will contact you with the result and supporting reason. We will not deduct an undisclosed restocking fee. Any cost to send an ineligible item back to the customer will be discussed before shipment and handled subject to applicable law.

Refunds

Once a return is approved after inspection, HUGYOO initiates the refund to the original payment method immediately. Banks and payment providers commonly require another 3–10 business days to post the funds.

Refunds cover the approved returned item amount and applicable tax refunded to us. Original shipping is free and therefore has no shipping charge to refund. Import duties, customs charges or fees paid directly to a government, carrier or other third party may not be refundable by HUGYOO unless we collected them and applicable law requires a refund.

Currency-conversion differences and provider processing time are controlled by the payment provider. If a refund has been confirmed by HUGYOO but has not appeared after 10 business days, contact your bank or payment provider first, then email us with the order number.

Cancellations and Order Changes

Email orders@hugyoohair.com within two hours after placing the order for a guaranteed free cancellation or change request.

After two hours, contact us immediately and we will try to help, but cannot guarantee cancellation, item changes, cap-size changes, lace-tone changes, length changes or address changes once processing or shipment has begun. A request is complete only when HUGYOO confirms it in writing.

If an order has already shipped, use the normal return process after delivery. Do not refuse delivery without written instructions, as refusal can delay or prevent a return from being identified.

Fraud and Abuse

We may refuse or investigate returns involving substituted products, altered evidence, repeated abuse, fraudulent payment activity or items not purchased from HUGYOO. This provision does not affect legitimate consumer claims.

Mandatory Consumer Rights

This Policy is intended to provide a clear 30-day process and does not replace rights that applicable law makes mandatory. Customers in the United Kingdom, European Union and other jurisdictions may have statutory cancellation, conformity, repair, replacement or refund rights in addition to this Policy. You may inspect an online purchase in a manner reasonably comparable to an in-store examination, but handling beyond what is necessary to establish its nature, characteristics and fit may affect the remedies available under local law.

Contact

Email: returns@hugyoohair.com

Include your order number in all return, exchange and refund messages. We aim to respond within 24 hours; weekends, public holidays and complex inspections may take longer.