Return & Exchange Policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Processs
As the natural hair is reactive to a simple wash and deep conditioning, product issues or concerns can often be easily remedied by implementing a simple care regimen. However, if you feel you have received a defective product that if truly defective we want to hear from you! After submitting the return ticket, a customer service representative will provide the client with instructions for the return of all the products in question. If PromQueenverifies and accepts that the product is defective in some way, PromQueen will then refund or replace the item providing the hair has not been removed from it's original bundle.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sam@promqueenwigs.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sam@promqueenwigs.com.
Please send the package back to the address after you approved for a return:
Address: Room 2518, 2nd Shanxi Building, Yuexiu,Guangzhou, CN
Tel: +86 159 1444 5535
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
1. Applications must be made within 7 days of receiving the product (s).
2. Any exchange request after 7 days will not be accepted.
3. The product should be replaced by something of equal or greater value.
4. Customers will be required to cover the difference if exchanged for a greater value and also the shipping costs.
We will not accept any merchandise that has been used or altered (brushed, combed, picked, cut or washed) in any way.
According to the Health and Safety Regulations, you can not return human hair products that have been used. This includes removing the hair from the bundle. We adhere to strict policies regarding the return of hair, hygiene concerns and the law.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not within 2 working days. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. You should be able to receive the refund within 7 working days after the refund been issued.