Refund policy

Return and Refund Policy

Effective date: November 1, 2026

We want you to feel confident in your purchase. Please inspect your order when it arrives and before installing, washing, coloring, cutting, or otherwise altering any product.

Return eligibility

Request an eligible return within 7 calendar days of delivery by emailing houseofvelvetcrown@gmail.com with your order number, the item you wish to return, and the reason. Photos may be requested to help us review the condition or resolve a product concern.

Eligible items must be unused, unworn, unwashed, and unaltered, with original packaging, tags, and seals intact. Hair must remain in its original bundle configuration with ties intact. Hair that has been installed, cut, colored, bleached, chemically processed, or treated with styling products is not eligible for a change-of-mind return.

Items excluded from change-of-mind returns

Custom-made or personalized items, including custom wigs and professional custom-order extensions (K-Tips, I-Tips, Tape-Ins), are final sale. Opened or used lashes, skincare, and other hygiene-sensitive products are not eligible for change-of-mind returns or exchanges. Items clearly identified as final sale before purchase are also excluded. These exclusions do not remove remedies for defective, damaged, misdescribed, or incorrect goods required by applicable law.

How to return an approved item

Please obtain approval and return instructions before mailing an item. Send an approved return within 7 calendar days of receiving authorization, using a trackable service and protective packaging. Customers pay return shipping for change-of-mind returns. If we confirm that we sent the wrong item or supplied an item that arrived damaged or defective, we will cover the reasonable return shipping needed to resolve the issue.

Refunds

We will inspect the returned item and notify you whether the refund is approved. Approved refunds will be issued to the original payment method within 5–10 business days of inspection and approval, or sooner if required by law. Your payment provider may need additional time to post the credit.

Refunds reflect the price actually paid for the returned item, including applicable allocated discounts and refundable taxes. Original shipping charges are not refundable for change-of-mind returns. For our fulfillment errors or defective goods, we will refund applicable shipping charges as required by law. No restocking fee applies under this policy.

Exchanges and product concerns

For a different item, request an eligible return and place a new order after approval; replacement availability is not guaranteed. If your order arrives damaged, defective, or incorrect, contact us promptly with your order number and supporting photos. Stop using or altering the affected product while we review it. The seven-day change-of-mind window does not limit rights that applicable law provides for defective or incorrect goods.

Cancellations

You may cancel an order before fulfillment or custom work begins. Email houseofvelvetcrown@gmail.com promptly with your order number to request cancellation. Once fulfillment or custom work has begun, cancellations are no longer available, except where required by applicable law. If you cancel before work begins, we will issue a refund to the original payment method. This does not limit cancellation or refund rights for shipment delays or other rights under applicable law.