At Kaona Hair, customer satisfaction matters to us. Because our products include human hair wigs, lace front wigs, full lace wigs, and other personal beauty items, we maintain specific return requirements to protect product quality and hygiene. Please review this policy before ordering.
1. Return Eligibility
We accept eligible standard return requests made within 14 calendar days after delivery, not 14 days from the order date.
To qualify for a standard return, an item must:
- Be unused and unworn;
- Remain in its original condition;
- Have uncut, unaltered lace;
- Show no signs of installation or styling;
- Not have been washed, bleached, dyed, or chemically treated;
- Retain original tags and hygiene seals, where supplied;
- Include original packaging and accessories.
Proof of purchase is required. Contact us for return authorization before sending anything back.
2. Non-Returnable Items
For hygiene and product-integrity reasons, standard change-of-mind returns are not accepted for:
- Worn or installed wigs;
- Wigs with cut, trimmed, or modified lace;
- Used or installed hair extensions;
- Washed, dyed, bleached, or chemically altered hair;
- Items with removed or broken hygiene seals;
- Custom-made or personalized items, unless defective or otherwise required by law;
- Clearly marked final-sale items.
These restrictions do not override rights or remedies required by applicable law.
3. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 72 hours after delivery whenever possible. Include your order number, a description of the concern, and clear photographs where helpful. We will review the issue and provide an appropriate resolution, which may include a replacement, exchange, or refund. Reporting after 72 hours does not automatically waive legal rights. For approved returns caused by our error or a verified product defect, Kaona Hair will cover reasonable return shipping costs or provide an appropriate alternative.
4. How to Request a Return
- Contact customer support within 14 calendar days after delivery for a standard return.
- Provide your order number and the reason for your request.
- Supply photographs if requested and relevant.
- Wait for return authorization and shipping instructions.
- Send the product to the authorized return location using the provided instructions.
Do NOT send returns to our listed business correspondence address unless our support team specifically instructs you to do so. The actual return address will be provided after authorization.
5. Return Shipping Costs
For eligible standard returns not resulting from our error, the customer is responsible for return shipping. Original shipping charges are generally non-refundable unless required by law. For approved returns due to damaged, defective, or incorrect merchandise, Kaona Hair will cover applicable return shipping costs. We recommend using a trackable shipping method.
6. Refund Processing
Eligible standard return requests must be submitted within 14 calendar days after delivery. After an authorized return is received and inspected, we will notify you whether the refund has been approved. For approved standard returns, we aim to initiate refunds within 10 business days after completing inspection. Refunds will be issued to the original payment method unless otherwise required by law. Your bank or payment provider may need additional time to post the funds. Any refund timeline required by law takes precedence, including for qualifying unshipped or delayed orders.
7. Exchanges
Exchanges may be offered for eligible, unused items, subject to availability and the same hygiene requirements. If a replacement is unavailable, we may offer another appropriate resolution, including a refund where applicable.
8. Order Cancellations
Orders normally undergo 3–5 business days of processing before shipment. If you wish to cancel, contact us as soon as possible. We will confirm whether cancellation is possible before shipment. Once shipped, standard requests are handled under our return policy. If we cannot ship within the advertised processing timeframe, customers will receive applicable delay notices and the opportunity to accept a revised shipment date or cancel for a prompt refund, as required by law. Mandatory cancellation and refund rights are not limited by this section.
9. Missing or Lost Packages
If your package is delayed, missing, or marked as delivered but cannot be located, contact us. We will review tracking and available delivery information, assist with investigation, and evaluate an appropriate resolution under applicable law. A delivery scan alone does not automatically determine every claim.