Return & Exchange Policy

DO YOU ACCEPT RETURNS?

Yes! Customer satisfaction is our destination! Please feel free to return any eligible item within 14 days after receiving your original order.

1. Items returned within 14 days of receiving your original order will be eligible for a refund if it has evident manufacturing defect, such as the size, style, hair material, cap construction or color doesn't match the description, please feel free to contact us, our customer service will reply to you as soon as possible.

2. Items must be returned in original, factory condition (unaltered, unworn, undamaged and with tags attached in original packaging) as we do not sell refurbished or previously owned products. Please make sure the wig is INTACT and the LACE has NOT been cut.

3. Please notice that if you wish to return any or all parts of your order, you will need to contact customer service firstly, you can send the items back after their confirmation. Once the returned item is received and inspected, your refund will be processed and automatically applied to your original payment account. Buyer needs to pay for the return shipping fee. Or you can keep the product and negotiate with our customer service for the refund directly.

4. Care and styling product, accessories, liquids, and special order items are ineligible for return. Please note that free gifts should be shipped out together with the original package.

5. After the return request has been authorized, the wigs can be shipped back to the address we gave you. Please kindly send email about your order number and returned package number.

 

Here are some FAQ in regards to our return policy:

 1. How do I make a return?

Email us at msmerry@vip.163.com and let us know your order number. We will then provide you with instructions and a return address to ship your set back. All returned items will be inspected to see if you can get a refund. Note: we highly recommend to ship your set via a trackable shipping option, as that can greatly expedite the process.

2. What is the return period?

We will provide a refund period on unopened hair extensions within (14) days of the date that you receive your hair.

3. Why are MsMerry hair extensions non-returnable if opened?

Human hair extensions are considered a hygienic product. We take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all our customers. We are not alone - other hair extensions suppliers do not allow returns of opened items for the same reasons.

4. Do I have to pay for the shipping of my return?

Yes, you are responsible for most return shipping costs except quality issues. We recommend that you send your return with a tracking option, because MsMerry Hair will not be responsible for lost returns. Note: please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.

 

5. May I return my MsMerry hair without contact you or getting an RMA (Return merchandise authorization)?

No. You must contact us prior to sending your return, as the return address may be different from the address your order was originally shipped from. Also, the RMA facilitates tracking of your returned product and expedites your refund. Please note that refunds for merchandise returned without contacting us cannot be guaranteed.

6. When will I receive my refund?

A full refund will be provided to the original method of payment after we have received, inspected and confirmed. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund. Some financial institutions can take up to 3 business days to process the refund. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.

7. How may I contact you?

You may contact us by email at msmerry@vip.163.com and Whatsapp: +8613825095056. We always guarantee a response within 24 hours and will be happy to help you!

 

Exchange Policy


We are always here to help you!

We are pleased to accommodate exchange within 14 days on all sets that have not been opened, worn, or tampered with. If the hair quality&hair color&hair length is not right, please e-mail us at msmerry@vip.163.com to initiate your exchange and we will be more than happy to assist you further.

Here are some FAQ in regards to our exchange policy:

1. Can I exchange my order?

Yes. We are happy to accept your set back for an exchange within days, as long as it has not been opened, worn, or tampered with.

2. What is the exchange period?

We will provide an exchange on unopened hair extensions within (15) days of the date that you receive your hair extensions.

3. Do I have to pay for the shipping of my exchange?

Yes, you are responsible for most exchange shipping costs except quality problem and wrong delivery. We recommend that you send your set back with a tracking option, because we MsMerry will not be responsible for lost packages. Note: please indicate "EXCHANGE, NO DUTIES" on the package, otherwise the package may be returned to you.

4. How can I exchange my hair for another color or style?

Email us at 3439640089@qq.com and let us know your order number, as well as which shade you'd like to exchange for. We will then provide you with instructions and a return address to ship your set back for an exchange. All items will be inspected to see if you can get an exchange. Note: we highly recommend to ship your set via a trackable shipping option, as that can greatly expedite the process.

5. May I exchange the hair without contact you or getting an RMA (Return merchandise authorization)?

No, you must contact us prior to sending your exchange, as the return address may be different from the address your order was originally shipped from. Also, the RMA facilitates tracking of your returned product and expedites your exchange. Please note that exchanges for merchandise returned without contacting us cannot be guaranteed.

6. When will I receive my exchange?

We will send you the different color/style hair after we have received your returns, inspected and confirmed that the returned hair extensions were not opened. All customers must contact us after sending the package back and provide us with the tracking information of the set being sent back, in order for us to place the order for your exchange. It takes 1-2 business days to process all orders from the moment we place it in our system. USA orders take 3-5 business days to be delivered with standard free shipping, and Europe orders may take anywhere from 3-7 business days.

7. Why are MsMerry hair non-exchangeable if opened?

Human hair extensions are considered a hygienic product. We take matters of hygiene and public safety seriously and do not allow opened items to be returned or exchanged for the safety of all our customers. We are not alone - other hair extensions suppliers do not allow returns or exchanges of opened items for the same reasons.

8. How may I contact you?

You may contact us at email msmerry@vip.163.com and WhatsApp +8613825095056. We always guarantee a response within 24 hours and will be happy to help you!