Return & Refund Policy

Return eligibility may depend on the product type, order type, product condition, customization details, and the reason for the return.

To be eligible for a return, the product must generally be unused, unwashed, uncolored, uncut, unaltered, uninstalled, and returned in its original condition and packaging.

Products must include proof of purchase, order details, and any related information required for review.

We reserve the right to refuse a return if the product does not meet the return requirements.

Because many of our products are hair products, custom-made items, or products used for professional salon services, certain items may not be eligible for return, exchange, or refund.

Non-returnable items may include:

• Custom-made products;
• Private label products;
• Made-to-order products;
• Products with customized color, length, texture, density, base, packaging, labels, or other specifications;
• Used, washed, colored, bleached, toned, cut, installed, styled, altered, or damaged products;
• Products affected by improper installation, removal, care, storage, chemical processing, coloring, bleaching, or misuse;
• Products without original packaging or proof of purchase;
• Products returned without prior approval.

We make reasonable efforts to display product colors, textures, lengths, and details as accurately as possible.

However, due to the nature of hair products, certain differences may occur, including color differences caused by lighting, screen settings, photography, production batches, natural hair variation, handmade production, or customization.

Slight differences in hair length, weight, texture, curl pattern, density, color tone, or differences between samples and bulk orders may also occur.

These reasonable variations are not considered product defects and may not qualify for return, exchange, refund, or compensation.

If you believe there is a quality issue with your order, please contact us as soon as possible after receiving the product.

To help us review the issue, please provide:

• Order number or invoice information;
• Product name or SKU;
• Clear photos and videos showing the issue;
• Photos of the packaging and shipping label, if applicable;
• A detailed description of the problem.

We may need to inspect the product, review the evidence, or request that the product be returned before approving a refund, replacement, exchange, repair, or other solution.

Before returning any product, please contact us to request return approval.

Please do not send products back without contacting us first. Returns sent without prior approval may not be accepted.

If your return request is approved, we will provide return instructions, including the return address, required information, and applicable return conditions.

Customers are responsible for ensuring that returned products are properly packaged and shipped with a trackable shipping method.

We are not responsible for returns that are lost, damaged, delayed, or delivered to the wrong address during return shipping.

Return shipping costs may depend on the reason for the return.

If the return is caused by a confirmed mistake or quality issue on our side, we may cover reasonable return shipping costs or provide another solution, such as replacement, repair, refund, or credit.

If the return is caused by customer reasons, including wrong product selection, incorrect order details, change of mind, incorrect address, failure to review product details, or customer misuse, the customer may be responsible for return shipping costs, reshipping costs, customs fees, taxes, and other related charges.

Original shipping fees, return shipping fees, customs duties, taxes, transaction fees, currency conversion fees, and payment provider fees may not be refundable unless otherwise required by law or agreed in writing.

Approved refunds will usually be issued to the original payment method used for the order, unless otherwise agreed or required by the payment provider.

Refund processing times may vary depending on PayPal, UseePay, banks, card issuers, or other third-party payment providers.

We reserve the right to deduct applicable costs from the refund amount where permitted, including shipping costs, handling costs, customs fees, transaction fees, or product value loss caused by use, damage, alteration, or incomplete return.

Order cancellation requests should be made as soon as possible.

For in-stock products, cancellation may be possible before the order has been processed or shipped.

For custom products, private label products, bulk orders, or made-to-order products, cancellation may not be accepted once production has started, materials have been prepared, or customization work has begun.

Deposits or payments for custom orders may not be refundable once production has started, unless otherwise agreed in writing.

If you have any questions about returns, refunds, exchanges, replacements, or quality-related claims, please contact us:

ESSMEI Email: info@newtimeshair.com Phone / WhatsApp: 86-186-6193-9293 Website: newtimeshair.com