Refund policy

 

We want you to love your Heirloom. If your order isn’t quite right, we’re happy to review a return request as long as the item meets the requirements below.

Return eligibility

Returns must be requested within 7 days of delivery.

To be eligible for a return, the hair must be:

  • Completely unused and unworn
  • Uninstalled and unaltered
  • Unwashed and untreated
  • Free from brushing, combing, or detangling
  • In its original packaging
  • With all original tags and seals intact

Please note that due to the hygienic nature of our products, we cannot accept returns once the hair has been removed from its original packaging or altered in any way.

To request a return, email from@ofheirloom.com within 7 days of receiving your order. Please include your order number and clear photos of the item in its original condition.

Return process

Once your return request has been reviewed and approved, we’ll provide you with instructions on where to send your package.

Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective, or you received an incorrect item.

Please do not send an item back without receiving return approval first. Unauthorized returns may not be accepted.

Non-returnable items

For hygiene and quality-control reasons, we cannot accept returns on hair that has been:

  • Removed from its original packaging
  • Worn or installed
  • Washed, conditioned, or wet
  • Brushed, combed, or detangled
  • Cut or altered
  • Colored, bleached, or chemically treated
  • Otherwise modified from its original condition

Sale items and gift cards are final sale and cannot be returned.

Damaged/incorrect orders

Please inspect your order as soon as it arrives.

If your order arrives damaged, defective, or incorrect, please contact us at from@ofheirloom.com within 48 hours of delivery with your order number and clear photos of the issue.

We’ll review your request and work with you to resolve the issue.

Refunds

Once your returned item has been received and inspected, we’ll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund to your account.

If you haven’t received your refund after 15 business days from the date of refund approval, please contact us at from@ofheirloom.com.