Refund policy
14-Day Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.
To be eligible for a return, the item must be:
- Unworn, unused, unwashed and unaltered
- In the same condition in which it was received
- With the lace uncut and untrimmed
- With all tags still attached
- In its original packaging
- Accompanied by the receipt or proof of purchase
Wigs that have been worn, installed, washed, brushed excessively, cut, dyed, bleached, chemically treated or otherwise altered cannot be returned for hygiene reasons.
How to Request a Return
To request a return, please contact us at:
Please include your order number, the reason for the return and clear photos of the item.
If your return is approved, we will provide return instructions and the address of our U.S. return facility in Atlanta, Georgia.
Please do not send any item back without first receiving return authorization. Unauthorized returns will not be accepted.
You may contact us at support@softlifehair.com with any return-related questions.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
Contact us immediately if:
- The item is defective or damaged
- You received the wrong product
- An item is missing from your order
Please include clear photos or videos showing the issue so that we can evaluate the problem and make it right.
When the return is caused by an error on our part, Softlife Hair will cover the approved return shipping cost. No restocking fee will be charged.
Non-Returnable Items
We cannot accept returns for:
- Wigs that have been worn or installed
- Wigs with cut, trimmed or altered lace
- Washed, dyed, bleached or chemically treated hair
- Products that have been cut, styled or altered
- Custom-made or personalized products
- Items marked Final Sale
- Gift cards
Please contact us before returning an item if you are unsure whether it is eligible.
Exchanges
The fastest way to receive a different product, length, texture or style is to return the original item.
Once your return has been approved, you may place a separate order for the new item.
Customer-Requested Returns
When a return is requested because the customer:
- No longer wants the item
- Ordered the wrong product, length or style
- Changed their mind
- Selected the wrong size or specification
The customer is responsible for the return shipping cost.
A US$25 restocking and handling fee will be deducted from the refund.
Free outbound shipping does not include return shipping for customer-requested returns. If Softlife Hair provides a prepaid return label, the label cost may also be deducted from the refund.
The value of any promotional gifts that are not returned may also be deducted from the refund.
Refunds
We will notify you after we receive and inspect your return.
We will then let you know whether the refund has been approved.
If approved, the refund will be issued automatically to your original payment method, minus any applicable return shipping, restocking or handling fees.
Please remember that your bank, credit card provider or payment service may require additional time to process and post the refund.