Monness Luxury Hair

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Returns & exchanges policy

When you may return or exchange a product, and how refunds are handled.

Overview

We want you to receive the hair you ordered in good condition. Because hair products are personal-care items, returns and exchanges are allowed only under the conditions below. This policy applies to online and in-store purchases of hair extensions, bundles, closures, and wigs from Monness Luxury Hair.

Return window

Eligible returns must be requested within 7 days of the delivery date (or pickup date for store orders). Requests made after 7 days are not accepted, except where Nigerian consumer law requires otherwise for proven defects.

Conditions for returns & exchanges

You may request a return or exchange if all of the following apply:

  • The product is unused, unwashed, and has not been worn, styled, cut, dyed, or chemically treated.
  • The product is in its original packaging with all tags and seals intact (where applicable).
  • You provide proof of purchase (order number, receipt, or payment confirmation).
  • You contact us within the 7-day return window.

You may also request a return or replacement if:

  • You received the wrong item (incorrect product, length, color, or texture versus your order).
  • The product arrives damaged or defective (for example, manufacturing defect, broken weft, or significant shedding beyond normal first wash). Report this within 48 hours of delivery with clear photos or video.

Non-returnable items

We cannot accept returns or exchanges for:

  • Products that have been worn, washed, cut, dyed, or chemically treated.
  • Products returned without original packaging or with missing tags/seals.
  • Custom or specially ordered items made to your specifications (unless defective or incorrectly fulfilled by us).
  • Sale or clearance items marked as final sale at purchase.
  • Requests made after the 7-day return window (except proven defects).

How to request a return or exchange

  1. Contact us via our contact page, email, phone, or WhatsApp with your order number and reason for the request.
  2. Include photos if the item is wrong, damaged, or defective.
  3. Wait for written approval and return instructions before sending anything back. Unauthorized returns may be refused.
  4. Ship or drop off the approved return as instructed. Keep your courier receipt until the return is confirmed.

Refunds

  • Once we receive and inspect an approved return, we process refunds within 5-10 business days.
  • Refunds are issued to the original payment method used at checkout (card, transfer, or other method shown on your order). Bank or card processor timing may add extra days before funds appear.
  • For wrong, damaged, or defective items caused by us, we refund the product price and the original outbound shipping fee (where charged). Return shipping in those cases is covered by Monness Luxury Hair.
  • For change-of-mind returns that meet eligibility rules, the product price is refunded. Original shipping fees are non-refundable, and the customer pays return shipping unless we agree otherwise in writing.
  • Partial refunds may apply if an item is returned incomplete, used, or not in the condition described when the return was approved.

Exchanges

Where stock allows, we may offer an exchange for the correct size, length, color, or texture instead of a refund. Exchanges follow the same eligibility and inspection rules as returns. If the exchange item costs more, you pay the difference; if it costs less, we refund the difference under the refund timelines above.

Questions

For help with a return, exchange, or refund, use our contact page. Related: Shipping & delivery.