Refund & Return Policy

Effective Date: July 18, 2026

At Just Got Hair, we take pride in the premium quality of our HD lace wigs and luxury hair solutions. Due to the personal nature of our products and strict health and hygiene standards, we have established the following policy regarding returns, refunds, and subscription cancellations.

1. General Return Policy (Eligibility, Timeframes, and Condition Requirements)
We want you to be completely satisfied with your transformation. Due to the personal nature of wigs and strict health and hygiene standards, returns are only accepted if the eligibility requirements below are met.

Return Request Timeframe: Return requests must be initiated within fourteen (14) days of the delivery date shown by the carrier tracking.

Condition Requirements (Must Be New/Unworn/Unaltered): To be eligible for a return or exchange, the item must:
*   Be in its original, brand-new condition (unworn and unaltered).
*   Have **HD lace that is uncut**, untrimmed, and unaltered.
*   Show no signs of use, including but not limited to: brushing/combing, washing, conditioning, coloring, toning, bleaching knots, plucking hairline, heat styling, cutting layers/bangs, gluing/installing, applying styling products, or any scent/odor.
*   Include all original packaging and components (tags, hair net, inserts, and any included accessories).

Important Notes:
*   You may carefully inspect the unit upon arrival; however, any alteration or signs of wear will void eligibility.
*   Items that have been customized (including custom cuts, custom coloration, or any specifically requested alterations) are **final sale** and are not eligible for return or exchange.
*   We reserve the right to refuse returns that do not meet these requirements.

2. HD Lace Wigs & The Jupiter Collection (Returns/Exchanges)
This section applies to all non-subscription purchases of our HD lace wigs, including units from **The Jupiter Collection**, unless labeled “Final Sale” or “Non-Returnable.”

Return/Exchange Window: Eligible returns/exchanges must be initiated within fourteen (14) days of delivery.

Eligible Reasons: If the unit qualifies under Section 1 (new/unworn/unaltered), you may request:
*   An  exchange  (size/texture/style, subject to availability), or
*   A  refund  to the original payment method (subject to any fees described below).

Restocking Fee: For approved returns of HD lace wigs and Jupiter Collection units, a restocking fee of 15% may be deducted from your refund to cover inspection, handling, and repackaging. If an exchange is approved, we typically waive the restocking fee; however, if the exchanged item is later returned, the restocking fee may apply.

Non-Returnable Situations (Examples):
*   Lace cut/trimmed, knots bleached, hairline plucked, or any customization performed.
*   Signs of wear, install, product use, odor, washing, or styling.
*   Missing tags, hair net, or original packaging/components.

Final Sale Items: Any item marked “Final Sale” (including discounted/clearance items where indicated at purchase) is not eligible for return or exchange.

3. VIP Premium Hair Club (Subscription Policy)
The VIP Premium Hair Club is a specialized subscription service designed to provide consistent luxury. By enrolling in this service, members agree to the following terms:
*   Minimum Commitment: Members are locked into a mandatory minimum commitment of three (3) months (three consecutive billing cycles).
*   Lock-in Period:You will be automatically billed and shipped a luxury HD lace wig each month for the first three months. You cannot cancel your subscription until the initial three-month term has been completed.
*   After 3 Months (Month-to-Month):** After the initial three (3) months, your subscription continues month-to-month and you may cancel anytime, provided your cancellation request is received at least seven (7) days before the next scheduled billing date.
*   No Refunds on Delivered Wigs: No refunds will be issued for any wig that has already been delivered.
*   Prepaid Months: If you prepay for subscription months, those prepaid amounts are non-refundable. Any prepaid wigs will still ship as scheduled (unless the order is canceled in accordance with these terms prior to billing/processing, where applicable).
*   Refunds on Subscription Orders: Subscription charges are non-refundable once an order is processed and/or shipped.

4. The Glow Up Box & Promotional ItemsThe Glow Up Box is final sale.** Items received through The Glow Up Box, promotional raffles, or giveaway events are provided “as-is.” These items are **non-refundable** and are not eligible for return or exchange, except where a documented manufacturing defect or shipping damage is confirmed upon arrival (see Section 6).

5. Non-Returnable Items (Summary)
The following are not eligible for return or refund, unless required by applicable law or unless we confirm a defect/shipping damage upon arrival under Section 6:
*   Any item with **cut/trimmed HD lace** or any alterations/customizations (including bleaching knots, plucking hairline, cutting, coloring, or installs).
*   Any item that is worn, used, washed, or has product residue or odor.
*   Items missing original tags, hair nets, packaging, or components.
*   **Customized orders** (including custom cuts or specifically requested alterations).
*   **The Glow Up Box** and promotional raffle/giveaway items (final sale).
*   Any item marked **Final Sale** at the time of purchase.
*   Subscription wigs that have already been delivered (VIP Premium Hair Club).

 6. Damaged, Defective, or Incorrect Items
We maintain rigorous quality control standards, including our expert single-knot techniques. If you receive an item that is defective, damaged in transit, or incorrect, please contact us at **support@justgothair.com** within forty-eight (48) hours of delivery with:
*   Your order number,
*   A clear description of the issue, and
*   Photos (and video if requested) showing the issue and packaging.

If approved, we may offer (at our discretion) a replacement, an exchange, store credit, and/or a refund. Do not alter the unit (including cutting lace) before contacting us, as this may void eligibility for a defect/damage claim.

7. How to Initiate a Return (Return Process)
To initiate a return for a qualifying product:
1.  Email our support team at **support@justgothair.com** to request a Return Merchandise Authorization (RMA) within fourteen (14) days of delivery.
2.  If approved, we will provide return instructions and the return shipping address. Returns sent without authorization may be refused.
3.  Securely package the item with all original components (tags, hair net, and packaging).
4.  Ship your return using a **trackable** shipping method.

Shipping Costs for Returns: Customers are responsible for all return shipping costs unless the return is due to an approved defect, shipping damage, or incorrect item sent by us. We are not responsible for items lost or delayed in transit.

Inspection: Upon receipt, our quality assurance team will inspect the unit. If the lace is cut or the hair shows signs of wear/alteration, the return will be rejected and the item will be sent back to the customer at the customer’s expense.

8. Refund Processing (Timing and Method)
Once your return is received and inspected, we will notify you of approval or rejection. If approved:
*   Refunds are issued to your **original method of payment** (or as store credit if you choose store credit or if the original method is unavailable).
*   Please allow **7–10 business days** for processing after approval. Your bank/payment provider may take additional time to post the refund.
*   **Original shipping charges are non-refundable.**
*   Any applicable restocking fee (see Section 2) will be deducted from the refund total.

7. Contact Information
For questions regarding our Refund Policy or your subscription status, please contact:

Just Got Hair
Website: justgothair.com
Email: support@justgothair.com