Refund & Cancellation Policy

Last Updated: September 2026

At HairAurum, we want every customer to have a smooth and reliable shopping experience. This Refund & Cancellation Policy explains the conditions under which an order may be cancelled and when a refund may be requested.

As wigs, hair extensions, hair toppers, hair patches, hair systems and certain accessories are personal-use products, specific hygiene and product-condition requirements may apply.

1. Order Cancellation

You may request cancellation of your order before it has been processed or dispatched.

Once an order has been packed, dispatched, customized or prepared specifically for you, cancellation may no longer be possible.

To request a cancellation, please contact HairAurum Customer Support with your:

• Order ID
• Name
• Registered mobile number
• Reason for cancellation

Cancellation requests are subject to the current status of the order.

2. Customized & Made-to-Order Products

Orders for customized, personalized or made-to-order products cannot normally be cancelled once customization or production has started.

This may include products customized according to specific requirements such as size, colour, length, density, fitting, styling or other customer-selected specifications.

Customers are therefore requested to carefully confirm their requirements before approving a customized order.

3. Refund Eligibility

A refund may be considered where:

• An eligible prepaid order is cancelled before processing or dispatch;
• An incorrect product has been delivered;
• A product arrives damaged;
• A product has a verified manufacturing defect;
• An approved return qualifies for a refund; or
• HairAurum is unable to fulfil a prepaid order.

All refund requests are subject to verification and the applicable product conditions.

4. Personal-Use & Hygiene Products

Due to hygiene considerations, certain personal-use hair products may not be eligible for return or refund after they have been opened, worn, tried on, installed, fitted or used.

This may include:

• Wigs
• Hair Extensions
• Hair Toppers
• Hair Patches
• Hair Systems
• Hair Pieces
• Certain personal-use accessories

Products with removed or tampered hygiene seals, tags or protective packaging may also become ineligible for return or refund.

This restriction does not apply where HairAurum verifies that an incorrect, damaged or defective product was supplied and a refund or other remedy is applicable.

5. Non-Refundable Products

Refunds will generally not be available for:

• Used, worn, washed or installed products;
• Products that have been cut, trimmed, styled or altered;
• Products that have been coloured, dyed or chemically treated;
• Products damaged due to improper use, handling or maintenance;
• Customized or personalized products, except where defective or incorrectly supplied;
• Products returned without required original packaging, tags or accessories;
• Products specifically marked as final sale or non-returnable.

6. Damaged, Defective or Incorrect Products

If you receive a damaged, defective or incorrect product, please contact HairAurum Customer Support within [X days] of delivery.

Please provide:

• Your Order ID
• Product details
• Clear photographs of the product
• Photographs of the packaging
• Images or video clearly showing the issue

We recommend recording an unboxing video while opening your order, particularly to support claims relating to transit damage, incorrect products or missing items.

Once the issue has been verified, HairAurum may offer a replacement, exchange or refund, depending on the nature of the issue and product availability.

7. Refund Process

Once a refund request has been approved, the applicable refund will be initiated through the original payment method wherever possible.

Refunds may take approximately [X–X business days] to reflect in your account after they have been processed, depending on your bank, card issuer, UPI provider or payment gateway.

Any delay caused by a bank or payment service provider after HairAurum has successfully initiated the refund will be subject to the respective provider's processing timelines.

8. COD Orders

For eligible Cash on Delivery (COD) orders requiring a refund, customers may be asked to provide appropriate bank or payment details to process the refund.

HairAurum will communicate the applicable process after the refund request has been reviewed and approved.

9. Shipping & Other Charges

Original shipping, COD, handling or other service charges may be non-refundable unless the refund arises because HairAurum supplied an incorrect, damaged or verified defective product, or where otherwise required.

For an approved return, applicable reverse-shipping charges will depend on the reason for return and HairAurum's prevailing return conditions.

10. Marketplace Orders

Products purchased through third-party marketplaces should generally be cancelled, returned or refunded through the respective marketplace where the order was placed.

The applicable marketplace's cancellation, return and refund terms will govern such transactions.

11. Colour & Appearance Differences

HairAurum makes reasonable efforts to display product colours, textures and appearance accurately.

However, minor variations may occur due to photography, lighting conditions, device or screen settings, styling and other visual factors.

Such minor visual differences will not automatically qualify a product as damaged or defective.

If you're unsure about the right product, colour, style or look, we recommend booking a Free Online Product & Look Demo before placing your order.

12. Cancellation by HairAurum

In certain circumstances, HairAurum may need to cancel an order due to reasons including:

• Product unavailability;
• Pricing or listing errors;
• Payment verification issues;
• Delivery limitations;
• Suspected fraudulent transactions; or
• Other operational circumstances preventing fulfilment.

If HairAurum cancels a prepaid order, the applicable amount paid for the cancelled order will be refunded.

Please mention your Order ID when contacting us so our team can assist you efficiently.

HairAurum
STAY CONFIDENT. STAY YOU.