Return & Refund Policy

First of all, thank you for choosing Lucyrawhair!

Your satisfaction is what motivates us to be perfect for you! we not only provide high-quality hair but also do the best customer services, so don't worry if u have any question about the hair, here are something you need to know.

Package not received
The parcel detained by the customs: clean the custom is an additional responsibility. If your parcel is checked, please contact the customs. If you need the documents required for customs clearance, you can contact us.
We will send the tracking number to you after shipping the package. Please pay attention to the delivery information and sign for the package on time. if the package shows a signature but you do not receive the package, please contact the express company and apply for the lost package investigation code. Then contact us and provided the survey code.
We are not responsible for any loss caused by incorrect receiving information provided by the Buyer. If we send the package to the wrong address and it cants arrived, we can send you a new package or give you a full refund!

Package sign for
we will put the Customer benefit in the first place and try our best to protect it. When we pack the package, we must be careful and thoughtful, But after the package is delivered to the Express company, we can't predict what might happen, In some time, You may receive packages with damaged outer packaging, please check the packing carefully in that time, and you can take pictures and please contact us in time, we will negotiate with express company claim for compensation. (The claim can only be made within 7 days after receiving the package)

Changing & Refunding
We really hope that all customers have a beautiful shopping experience, so we will try our best to do the pre-sales and after-sales service.We have 72 hours policy of return and replacement (Note: Beyond those 72 hours, the order will be considered as being accepted by the customer and no reimbursement may take place). 

After receiving the package, if are not satisfied with the hair and want to return or replace the package, please contact us and we will tell you How to do it. We will not accept the order of returning the package without permission. When you need to return or exchange the product, please provide a photo or video of the product, please ensure that the product remains intact, if the hair has been used, cleaned, or damaged, we will not accept the refund.

LUCYRAWHAIR WILL NOT EXCHANGE OR REFUND FOR THE PRODUCT IF:
Use/ Damaged/ Wash/ Cut hair.
Change the product pattern.
Not exchange or refund for closure and frontal items.
Not exchange or refund for wig items.
Not exchange or refund for invisible tape in hair extensions, micro ring hair extensions, nano-ring, ponytail hair extensions items.
Vietnamese technology currently cannot produce small curls like pixel curls or Burmese curls consistently. Although our products are of good quality (applied to all factories), there may be occasions where the hair is dry or unable to hold the curl. Therefore, if you choose to purchase small curls, please be aware that there may be risks involved. We do not accept returns or offer refunds for small curl orders

Please make sure to contact us before returning or replacing the goods. However, postage is required. The payment of postage depends on different situations.

If you are not satisfied with the products or want to change the hairstyles, color, size, and density, we are very happy to return and replace the products, but you need to pay for the postage. you must contact us and send the package to the address we sent to you before returning the hair,. Exchangeable ONLY when before using.

If we send the wrong package, please contact us on time. We will help you to replace or return the product and we will pay for the postage for the return.

If you open the package and finds that the product is damaged or has quality problems, please contact us in time, we will help you replace or return the product, and pay for the return announcement.
We shall not be responsible for the loss due to the buyer make hair shedding, breakage of hair, or lace caused by improper care, which results in the product being unable to be used. The hair is tangled, shedding, loosening the curl. Hair length is not enough like the order.
Hair texture/ Color is not correct.

Indemnity and Refund
If you have any problem with the hair and want to apply for claims, please provide photos or videos to our customer service within 48 hours, email: sales@lucyrawhair.com. We will negotiate with you for claims after the review is completed.The claims will be processed and refund within 24 hours. Please inform us in advance if you need to refund a non-order account.
If the hair can be returned after negotiation, please send the products to the address we provided and send us the Express receipt after shipping. We will check the products after receiving the package.

If there is no problem with the hair, we will refund the money to the buyer within 24 hours, and the money will be returned within 3 working days. Please inform Lucyrawhair in advance if you need to return the money to a non-order account.

AND WE ONLY CAN REFUND THROUGH PAYPAL DUE TO GOVERNMENT POLICIES

We can only process refunds through PayPal due to government policies. To avoid customs taxes in the destination country, all packages shipped by UPS/DHL will be labeled as 'Synthetic Hair'. Please disregard this labeling, as we only sell 100% Vietnamese Human Hair. Any claims regarding the labeling on the package will not be accepted. If customers wish to have the correct labeling ('human hair'), they will need to pay for customs taxes when the package arrives in their country to receive the goods.