Warranty, Return & Refund Policy

Last Updated: September 2026

At HairAurum, we are committed to providing premium hair solutions and a reliable shopping experience. We carefully inspect our products before dispatch and aim to ensure that every order reaches you in proper condition.

As hair products are personal-use items and certain products may be customized, fitted or altered according to individual requirements, specific conditions apply to warranty, return, replacement and refund requests.

Please read this policy carefully before placing your order.

1. Product Warranty

HairAurum products are subject to warranty only where a warranty is specifically mentioned on the respective product page, invoice, warranty card or order confirmation.

The warranty period and coverage may vary depending on the product category, product type and nature of use.

A warranty, where applicable, generally covers verified manufacturing defects or workmanship issues identified under normal and appropriate use.

Normal wear and tear, changes resulting from regular use, improper handling or maintenance are not considered manufacturing defects.

2. What Is Not Covered Under Warranty

Unless specifically stated otherwise for a particular product, warranty does not cover damage or deterioration caused by:

• Normal wear and tear
• Improper washing, drying or storage
• Incorrect product care or maintenance
• Excessive heat or inappropriate styling
• Use of unsuitable chemicals, colours, dyes or hair-care products
• Cutting, trimming or alteration of the product
• Improper installation, fitting or removal
• Damage caused by adhesives, tapes, clips or other fixing materials
• Tangling, shedding or texture changes resulting from improper care or usage
• Accidental or physical damage
• Failure to follow HairAurum's recommended care instructions
• Repairs, alterations or services performed by unauthorized third parties

The natural lifespan and appearance of a hair product may vary depending on the product, frequency of use, styling, maintenance, environmental conditions and individual handling.

3. Return Eligibility

A return request may be considered if:

• You received an incorrect product;
• You received a product that was damaged during delivery;
• The product has a verified manufacturing defect; or
• HairAurum has specifically confirmed that the product is eligible for return.

Any return request must be raised within the return period specified for the product/order.

Products must be returned in their original condition along with the original packaging, tags, accessories, documentation and invoice, wherever applicable.

HairAurum reserves the right to inspect the returned product before approving a return, replacement or refund.

4. Hygiene & Personal-Use Products

For hygiene and customer safety reasons, certain hair products may not be eligible for return once they have been opened, worn, tried on, installed, fitted or used.

This may include, depending on the product and packaging:

• Wigs
• Hair Extensions
• Hair Toppers
• Hair Patches
• Hair Systems
• Hair pieces
• Personal-use hair accessories

If a hygiene seal, protective packaging, tag or similar product-protection mechanism has been removed or tampered with, the product may become non-returnable.

Exceptions may be considered where HairAurum verifies that an incorrect, damaged or defective product was supplied.

5. Non-Returnable Products

The following products are generally not eligible for return or refund:

• Used, worn, washed or installed products
• Products with removed or damaged tags/seals
• Products altered, cut, trimmed or styled after delivery
• Products that have been coloured, dyed, chemically treated or modified
• Customized or made-to-order products
• Products customized according to colour, size, density, length, fitting or other customer-specific requirements
• Products damaged due to incorrect handling or maintenance
• Clearance/final-sale products where marked as non-returnable
• Products returned without their original packaging or included accessories
• Products purchased from unauthorized sellers

These restrictions do not affect remedies that may otherwise be available for products that are verified as defective, damaged on arrival or incorrectly supplied.

6. Damaged, Defective or Incorrect Product

If you receive a damaged, defective or incorrect product, please contact HairAurum Customer Support as soon as possible within the applicable return period.

To help us review your request, you may be required to provide:

• Order number
• Customer name and contact details
• Product name
• Photographs of the product
• Photographs of the outer and inner packaging
• Clear images or video showing the reported issue
• Any other information reasonably required to verify the claim

We strongly recommend recording an unboxing video when opening your HairAurum order, particularly for claims relating to missing, incorrect or transit-damaged products.

Once the request is reviewed and approved, HairAurum may offer an appropriate replacement, exchange, repair or refund depending on the nature of the issue and product eligibility.

7. Return Request Process

To request a return:

Step 1: Contact HairAurum Customer Support within the applicable return period.

Step 2: Share your order details and the reason for requesting the return.

Step 3: Provide photographs/videos where requested.

Step 4: Wait for confirmation and return instructions from our team.

Step 5: Once authorized, return the product according to the instructions provided.

Please do not send a product back without receiving return authorization from HairAurum.

Unauthorized returns may not be accepted or processed.

8. Product Inspection

All returned products are subject to inspection.

Our team may check:

• Product condition
• Original tags and packaging
• Signs of use or installation
• Alterations or customization
• Hygiene seal, where applicable
• Accessories supplied with the product
• Nature of the reported defect or damage

HairAurum reserves the right to reject a return, replacement or refund request if the product does not meet the applicable eligibility requirements.

9. Exchanges & Replacements

Where applicable, an eligible product may be exchanged or replaced after inspection and approval.

Replacement is subject to product availability.

If the same product or variant is unavailable, HairAurum may offer an alternative product, store credit or refund, as applicable and subject to customer agreement where required.

Any price difference applicable to an exchange may need to be paid or refunded accordingly.

10. Refunds

Once an eligible return has been received, inspected and approved, the refund will be initiated through the applicable refund method.

Where possible, refunds will be processed to the original payment method used for the purchase.

The time required for the amount to reflect in your account may vary depending on the payment method, bank, card issuer, payment gateway or financial institution.

HairAurum is not responsible for processing delays caused solely by banks, payment gateways or other financial service providers after a refund has been successfully initiated from our end.

11. Shipping & Delivery Charges

Original shipping, delivery, handling, COD or other service charges may be non-refundable unless the return is due to an incorrect, damaged or verified defective product supplied by HairAurum, or where otherwise required by applicable law.

For approved defective, damaged or incorrect-product claims, HairAurum will communicate the applicable return-shipping procedure.

For other eligible returns or exchanges, return shipping charges may be borne by the customer depending on the circumstances and applicable product policy.

12. Order Cancellation

Orders may be cancelled before they enter processing, customization or dispatch, subject to the status of the order.

Once an order has been dispatched, it generally cannot be cancelled and will instead be governed by the applicable return policy.

Customized, personalized or made-to-order products may not be cancellable once customization or production has started.

If a prepaid eligible order is successfully cancelled, the applicable refund will be initiated to the original payment method.

13. Marketplace Purchases

Products purchased through third-party marketplaces must generally be returned, exchanged or refunded according to the policies and processes of the marketplace through which the order was placed.

Customers should initiate such requests through the respective marketplace account/order page.

Where appropriate, HairAurum may assist with product-related information, but the marketplace's applicable return and refund process will govern transactions completed through that marketplace.

14. Colour, Texture & Appearance

We make reasonable efforts to display product colours, textures and appearance accurately.

However, actual appearance may vary slightly due to:

• Screen and device display settings
• Lighting conditions
• Photography
• Individual hair colour and texture
• Styling and fitting
• Natural variation where applicable to the specific product

Minor differences between digital images and the physical product do not automatically constitute a manufacturing defect.

If you are unsure about the right colour, style, product type or look, we recommend using HairAurum's Free Online Product & Look Demo before purchasing.

15. Product Care

Hair products require appropriate care to maintain their appearance and usability.

Customers are responsible for following the care, washing, styling, storage, fitting and maintenance instructions provided with the product or communicated by HairAurum.

Damage caused by failure to follow recommended care instructions may not qualify for warranty, replacement or refund.

16. Free Online Product & Look Demo

Choosing the right wig, extension, topper, patch or hair system can depend on individual requirements, style preferences and desired appearance.

If you're unsure which product is right for you, you can Book a Free Online Product & Look Demo with a HairAurum expert before purchasing.

Our team can help you understand available product options, styles, colours, lengths and looks so you can make a more informed choice.

17. Policy Updates

HairAurum may update this Warranty, Return & Refund Policy from time to time to reflect changes in our products, services, business practices or applicable requirements.

The latest version published on the HairAurum website will apply subject to applicable law and the terms applicable at the time of purchase.

18. Contact Us

For warranty, return, replacement or refund assistance, please contact:

HairAurum Customer Support
Kolkata, West Bengal, India

Please keep your Order ID available when contacting our support team so we can assist you efficiently.

HairAurum
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