Refund policy
Thank you for shopping at faitis.com. We are committed to providing you with high-quality wigs and hair products. If you are not completely satisfied with your purchase, we offer a clear and transparent return and refund process.
1. Return Eligibility
To return an item, please ensure the following conditions are met:
The item must be returned within 14 days of the date you receive your order.
The item must be in its original condition: unused, unworn, undamaged, unwashed, uncut, and unaltered. All original labels, lace, packaging, accessories, and gifts must remain intact.
You must provide the original proof of purchase, such as your order number or invoice.
The following items are not eligible for return:
Wigs, hair toppers, or other hair products that have been worn, washed, cut, colored, styled, altered, or damaged.
Products with the lace cut or removed, or products with makeup, perfume, smoke, or other noticeable odors.
Items marked “Final Sale” or “Non-Refundable” during clearance sales.
2. Return Process
Please follow these steps to initiate a return:
Contact Us: Please email [email protected] within the return period. Include your order number, product name, and reason for return in the email.
Return Authorization: Please wait for our customer service team to confirm your return request and provide the correct return address. Returns sent without prior authorization may not be accepted.
Returning Goods: Please use a trackable shipping service and pack the item properly to prevent damage during transportation. Return shipping costs are borne by the customer unless the return is caused by our error.
3. Refund Processing
Inspection and Processing: After receiving your return, we will inspect the item within 3–5 business days. If the item meets our return conditions, we will process your refund.
Refund Method: The refund will be issued to the original payment method used for the purchase.
Processing Time: After the refund is processed, it may take approximately 5–10 business days to appear in your account, depending on your bank or payment service provider.
Refund Amount: You will receive a refund for the purchase price of the returned item. Original shipping fees and return shipping costs are non-refundable unless the return is due to our error, such as receiving the wrong item or a defective product.
4. Defective, Damaged, or Wrong Items
If you receive an item that is defective, damaged during transit, or different from what you ordered, we will be responsible for the related return costs.
Please contact us at [email protected] within 48 hours of receiving your order and provide your order number along with clear photos or videos showing the issue.
After reviewing the information, we will arrange a suitable solution, such as a replacement or a full refund, according to the circumstances and your preference.
5. Contact Us
If you have any questions about this policy or need assistance with a return, please contact our customer service team:
Email: [email protected]
We strive to respond to all inquiries within 1–2 business days.