Returns &Refund Policy 

At Truefaithhb, we are committed to delivering high-quality hair products and an exceptional customer experience. Due to the nature of our products, we have specific guidelines for refunds and exchanges to ensure fairness and quality. Please read below for full details on our policy regarding exchanges and return eligibility.

We want you to be completely satisfied with your purchase. However, due to the nature of our products, we ask that you carefully review the following policy:

 

Faulty or Incorrect Items

If your item arrives damaged, defective, or not as described, please contact us within 7 days of delivery. We will arrange a replacement or refund as appropriate, in accordance with the Consumer Rights Act 2015.

 

To initiate a return for a faulty item, please email Info@truefaithhb with:

  • Your order number

  • Photos showing the issue

  • A brief description of the problem

 

 

Human Hair Wigs & Extensions

For hygiene and safety reasons, all human hair wigs and extensions are non-returnable and non-refundable once opened, worn, or altered in any way if  the product is not  as described .

We do not accept returns for:

  • Opened packaging

  • Wigs that have been worn, styled, cut, or washed

  • Items with lace cut or tags removed

 

Exceptions

We may accept returns or exchanges only if:

  • The item is defective or you received the wrong product

  • The product will need to be  unused, unworn, and in its original packaging

  • All tags, lace, and protective nets are intact

  • The return is requested within 7 days of delivery

 

In such cases, please contact us with your  with your order number and photos of the item within 7 days of receipt.

Frequently asked questions

What is the typical condition of returned hair items that you would accept?

We do not offer refunds or returns on any Customized hair items, unless there is a verified manufacturing defect. To request a refund due to a manufacturing defect, the hair must be unused, in its original packaging, and accompanied by photo or video evidence showing the defect for review. You must notify us within 7 days of purchase.

What are the typical reasons a customer might return a hair product?

Customers may seek to return a product due to perceived defects. However, exchanges are offered only on specific hair types (Hair bundles, Micro Loops and Ponytails ONLY) and only if the item is unworn, unused, and returned in the original packaging within 7 days of purchase. All other hair products are not eligible for exchange or Refunds , especially items showing signs of wear or use, or items without original packaging or proof of purchase.

In what situations do you typically offer a refund, exchange, or store credit?

We offer refunds only in cases where a manufacturing issue is clearly identified and verified. Exchanges are limited to specific hair types (Hair bundles, Micro Loops and Ponytails ONLY) that are unworn, unused, and returned in the original packaging within 7 days of purchase. 

How long do customers usually have to return an item?

For eligible exchanges (Hair bundles, Micro Loops and Ponytails ONLY), customers have 7 days from the date of purchase to request an exchange if any items are DAMAGED only , provided the items meet the specified conditions (unworn, unused, and in original packaging). For manufacturing defect refund claims, the notification period is also 7days from the purchase date.

Delivery

Shipping & Delivery:

We aim to Process all orders within 24 hours (excluding weekends and holidays) when the hair is in stock.
Estimated delivery times : 3–7 working days .

For customized orders please allow an extra 5 Working Days .

 

Exclusive offers

Stay tuned for exclusive promotions on our select range of Hair bundles, Micro Loops and Ponytails! While our return policy is strict, we occasionally offer special deals to enhance your shopping experience. Keep an eye on this space for the latest updates and grab these amazing deals while they last!