Return Policy 退换货政策

Your satisfaction is our eternal pursuit!
We are happy to provide return and exchange services within 15 days for all unopened, unworn, or unaltered wig products. After receiving your wig order, if the hair quality, color, and length are not suitable, or if you are not satisfied with your purchase, please first send an email to mytruehair@kirintrade.com to apply for a return, and we will provide professional assistance at any time.
⚠️ Important Reminder: Unauthorized returns will not be accepted. We hope you understand that this regulation is to better serve all customers!

Return Instructions
Must Read Before Return
Your satisfaction is MyTrueHair’s primary goal. If you are not satisfied with the wig products you purchased, please be sure to contact us first through our official email to obtain return authorization. This is an important step to ensure a smooth return process.
⚠️ Important Reminder: Unauthorized returns will not be accepted and will be returned directly to the sender’s address. This regulation is to protect the rights of all customers and ensure the standardization and security of the return process.

Return Product Requirements
Basic Conditions (All Must Be Met):

✓ No trying on, washing, or any styling treatment
· ✓ Lace part completely intact (not cut or modified)
· ✓ Hairline pattern kept original (not dismantled or reorganized)
· ✓ Complete packaging: original box, dust bag, instructions, gifts, etc.
· ✓ Product labels intact and not torn
· ✓ No cosmetics, hair products, sweat stains, or odors

Situations Where Returns Are Not Accepted:

❌ Products that have been tried on or washed
· ❌ Products with cut or modified lace
· ❌ Incomplete packaging or missing product labels
· ❌ Custom-sized or special-colored products
· ❌ Products purchased more than 15 days ago

Refund Policy
Refund Methods
Preferred Method: MyTrueHair electronic gift card (100% face value, never expires) ·
Special Circumstances: Quality issues can apply for refund to original payment method

Refund Amount
Quality Defects:
Refund Rate: 100% full amount
Shipping Cost: MyTrueHair bears
Personal Reasons:
Refund Rate: 100% product amount
Shipping Cost: Customer bears
Size Mismatch:
Refund Rate: 100% product amount
Shipping Cost: Customer bears

Return Policy FAQ
1.How to apply for and process returns?
The application process is simple: Please be sure to contact us first via email, our official email is mytruehair@kirintrade.com, please provide your order number and reason for return in the email. After receiving your application, we will provide detailed return instructions and a dedicated return address within 24 hours.
Product Inspection Standards: All returned products will undergo careful inspection by our professional team to determine if they meet refund conditions. Products must maintain their original factory condition, specific requirements include: unaltered, unworn, unwashed, lace maintained in original uncut state, hairline pattern not dismantled, product undamaged with complete labels, including original packaging and all gifts.
Important Reminder: We do not sell refurbished or second-hand products, so please ensure the wig is intact and the lace is not cut. We strongly recommend using trackable courier services to send wigs and proactively providing tracking numbers after return, which can greatly speed up processing.
About Delivery Receipt: Please do not refuse to sign for your package. If you want to return, please sign for the package normally first, then send an email to mytruehair@kirintrade.com for return instructions. Refusing to sign may result in additional customs duties and processing fees, which will be borne by the customer.

2.How long is the return period?
We provide a 15-day return period for all unopened wig products, calculated from the date you actually receive the goods. This time window is sufficient for you to carefully inspect the goods and make a decision. Please note that the 15-day limit is strictly enforced, and we cannot accept return applications beyond this deadline.

3.Who bears the return shipping costs?
Generally, return shipping costs need to be borne by the customer. We recommend choosing courier companies with tracking services, as MyTrueHair is not responsible for package loss during the return process.
Special Situation Exception: If it is because we sent the wrong product or the product has quality issues, all related shipping costs will be borne by MyTrueHair.
⚠️Important Reminder: Please clearly mark “RETURN – DUTY FREE” on the return package, otherwise the package may be returned at customs, resulting in additional costs.

4.Can I return directly without contacting customer service?
Absolutely not. You must contact us first before returning to obtain authorization, for the following reasons:
Address May Be Different: The return address may be different from your order’s shipping address, and sending back directly may result in package loss.
Processing Efficiency: Unauthorized returns will seriously affect processing efficiency and may cause refund delays.
Policy Protection: If you return without contacting us in advance, we cannot guarantee providing refund services according to policy.
⚠️Please be sure to follow the correct process and contact mytruehair@kirintrade.com first to obtain return authorization and detailed instructions.

5.When can I receive the refund?
Processing Procedure: After we receive the return, complete inspection, and confirm the product meets return standards, we will provide a full refund according to your original payment method.
Customer Cooperation: All customers must proactively contact us and provide tracking information after sending back packages, which helps us follow up and process refunds in a timely manner.
Arrival Time: After refund processing is completed, different financial institutions may need 1-10 business days to display refund information. Please allow sufficient processing time for your bank or payment platform before contacting us about refund status.
Refund Confirmation: We will notify you via email after refund processing is completed and provide relevant refund reference numbers.

6.How to contact the customer service team?
Main Contact Method: You can send an email to mytruehair@kirintrade.com to contact our professional customer service team.
Service Commitment: We guarantee to reply to all customer emails within 24 hours and wholeheartedly provide you with the most professional service support!
Working Hours: Our customer service team’s working hours are Monday to Sunday 9:00-21:00 (Beijing Time), during which we will provide faster responses.
Service Content: In addition to handling return and exchange matters, our customer service team can also provide you with comprehensive professional services such as product selection advice, wearing guidance, and care recommendations.

❓ Additional FAQ
Q: What should I do if I find the color differs from the picture after receiving the product?
A: Due to monitor differences, slight color variations are normal. If the difference is significant, please contact customer service within 7 days and provide comparison photos.
Q: Can I try on the wig and then decide whether to return it?
A: For hygiene reasons, wigs cannot be returned after trying on. We recommend carefully checking product descriptions and size charts.
❓ Additional FAQ
Q: What should I do if I find the color differs from the picture after receiving the product?
A: Due to monitor differences, slight color variations are normal. If the difference is significant, please contact customer service within 7 days and provide comparison photos.
Q: Can I try on the wig and then decide whether to return it?
A: For hygiene reasons, wigs cannot be returned after trying on. We recommend carefully checking product descriptions and size charts.
Q: How much does return shipping cost approximately?
A: The specific cost depends on actual weight and distance.
Q: Are there restrictions on using electronic gift cards?
A: MyTrueHair gift cards never expire, can be used to purchase any products, and support multiple uses until the balance reaches zero.
Q: What if the return is lost in transit?
A: Please be sure to choose couriers with tracking services. MyTrueHair does not assume responsibility for losses during shipping.

🛡️ Customer Rights Protection
Our Service Commitments
Professional Quality: All products undergo strict quality inspection to ensure the highest standards.
Quick Response: Reply to all customer service emails within 24 hours and quickly solve your problems.
Transparent Policy: All policy terms are clear and transparent with no hidden conditions.
Caring Service: Provide professional guidance throughout the entire process from selection to use.
Special Protection Mechanisms
Honest Customer Benefits: For customers with normal return records, we provide priority processing and additional service support.
Zero Tolerance for Quality Issues: For confirmed quality issues, we take 100% responsibility and never let customers bear any losses.
Communication Record Protection: All email communication records are properly preserved as the basis for handling disputes.

📞 Need Help? We Are Here to Serve You!
If you have any questions about the return policy, or need any other help, please feel free to send an email to mytruehair@kirintrade.com. Our professional customer service team will wholeheartedly provide you with the most satisfactory solutions!

🌟 MyTrueHair Promise: Make every shopping experience a wonderful one!

📋 Important Reminder Summary
✅ Remember to Contact Customer Service First – Obtaining return authorization is a necessary step
✅ Keep Products in Perfect Condition – Unused state is a basic requirement for returns
✅ Use Trackable Courier – Protect the safety of your return
✅ Keep All Packaging – Original packaging is a necessary condition for returns
✅ Apply Within 15 Days – Overdue applications cannot be processed for returns
✅ Provide Order Number – Help us quickly locate your order

Thank you for choosing MyTrueHair, we look forward to providing the most perfect service support for your beauty journey!