Refund policy

Refund & Return Policy

14-Day Return Window

You may request a return within 14 days of delivery. Please contact us before sending your item back so we can provide return instructions.

Return Eligibility

Due to the personal nature of human hair products, returned items must be in their original, resalable condition.

To be eligible for a return:

The hair must not have been worn beyond a brief fit check, washed, cut, colored, chemically treated, or altered in any way.
The hair must not contain styling products, odors, makeup, or other signs of wear.
The base, clips, lace, and parting area must remain in their original condition. Lace, if applicable, must not be cut or trimmed.
All original tags, security seals, packaging, and accessories must be intact and included.
The product must be returned in the same condition in which it was received.

Items that do not meet these conditions may not be eligible for a refund.

Trying On Your Topper

We understand that you may need to briefly try on your topper to check the color, fit, and coverage.

Please keep all tags and security seals attached during the fit check. Do not cut, wash, style, curl, straighten, color, or apply hair products until you are certain you wish to keep the item.

Removing or damaging a security seal may make the item ineligible for return.

How to Start a Return

Email hello@xishuhair.com with your order number and reason for return within 14 days of delivery.

We will respond with return instructions within 1–2 business days. Please do not send your item back before receiving return authorization and instructions from us.

Return Shipping

Unless the item is defective or we sent the wrong product, customers are responsible for return shipping costs.

We strongly recommend using a trackable and insured shipping service. XISHU HAIR is not responsible for return packages lost or damaged in transit.

Refunds

Once your return is received, we will inspect the item and notify you of the outcome.

If approved, the refund will be issued to the original payment method within 5 business days. Your bank or card issuer may require additional time to post the refund.

Original shipping charges, if any, are non-refundable unless the return is due to an error by XISHU HAIR.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at hello@xishuhair.com with your order number and photos of the item and packaging.

If the issue is confirmed to be our error, XISHU HAIR will cover the reasonable return shipping cost and provide an appropriate resolution.

Exchanges

We do not currently offer direct exchanges.

If you would like a different color, length, or style, please return the eligible original item for a refund and place a new order.

Order & Delivery Records

For order security and quality assurance, we may retain order details, shipment tracking information, delivery confirmation, and product or packaging records associated with an order.