Returns & Refund Policy

Return Window

We accept returns within 30 days from the date of delivery. If 30 days have passed since delivery, we are unable to offer a refund or exchange.

Eligibility Requirements

To be eligible for a return, items must meet all of the following conditions:

• Item must be unused and unworn
• Item must be in its original packaging with all tags and accessories included
• The wig lace must not have been cut or altered
• The hair must not have been dyed, bleached, or chemically treated
• The item must not show signs of wear, styling products, or odors

Non-Returnable Items

• Items that have been worn, washed, or altered
• Items with lace that has been cut or trimmed
• Items returned without original packaging
• Sale items marked as "Final Sale"
• Gift cards

How to Initiate a Return

To start a return, please:

• Email support@hylvox.com with your order number, the item(s) you wish to return, and the reason for the return
• Our team will respond within 24 hours with return instructions and a return authorization number
• Pack the item securely in its original packaging
• Ship the item back to the address provided in our return instructions

Return Shipping

Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit during the return process. We are not liable for any return shipments that are lost or damaged.

Refund Process

Once we receive and inspect your returned item, we will notify you by email of the status of your refund.

• If approved, your refund will be processed within 5–10 business days to your original payment method
• Please note that it may take additional time for the refund to appear on your bank statement depending on your financial institution
• Original shipping costs are non-refundable

Exchanges

We do not offer direct exchanges at this time. If you'd like a different item, please return the original item for a refund and place a new order for the desired product.

Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us within 7 days of delivery at support@hylvox.com with photos of the issue. We will arrange for a replacement or full refund, including return shipping costs.

Order Cancellation

Orders may be cancelled within 12 hours of placement, provided the order has not yet been shipped. To cancel, email support@hylvox.com with your order number.

Contact Us

For any questions about returns or refunds:

• Email: support@hylvox.com
• Phone: +86 574 0000 0000 (Mon-Fri, 9AM–6PM CST)