Warranty And Return

Ace Hair Factory hope that you would be very pleased with the hair order you received. However, we understand that some hair orders you would like have them to be returned or exchanged. Please see the below our policy for returning and exchanging.

We have streamlined the return process to better facilitate your refund and/or exchange. We will process refunds or exchanges according to the following guidelines.

Disclaimer:

Shipping address or other clients errors: If a package is returned to Ace Hair Factory in undamaged condition due to an incorrect shipping address (or any other error), the client would be responsible for any additional shipping charges. We would make refund as soon as we received the returned hair orders.

Violation of Laws: If a package is returned to Ace Hair for violating country's laws, the client would be responsible for any fees charged to Ace Hair Factory(such as quarantine, warehousing, or shipping). We would make refund after we received the returned hair orders.

Clients Rejection: If the client refuse to take the package due to additional charges (duties or any other reason), Ace Hair Factory will only make refund after receiving the returned package, deduct the shipping and duties(return to China) and inspect all original shipments. Whether the goods have been returned. The clients would be responsible for paying any shipping charges incurred.

Customs Seizures: Clients would not receive credit for their order if a package is held/seized by customs or abandoned by the carrier. Ace Hair Factory will only issue a refund to the clients, deduct the shipping and duties (return to China) after Ace Hair Factory received the package in good condition.

Lost Packages: Lost packages should be informed to Ace Hair Factory within 15 days of shipment confirmation. We would not be responsible for refunds or exchanges after one year. For any order returned to Ace Hair Factory, if the return shipping cost is greater than the cost of the item ordered, we would instruct the courier to abandon the package. In this case, the clients would not receive a refund for the order but would also not be responsible for return shipping costs.

Package Destroyed or Not Returned: If a package is destroyed by customs or the carrier, or is not returned to Ace Hair for any other reason, we are unable to refund the order.

Any duties or taxes that may apply are the responsibility of the customer.

Replacement of damaged or defective items: While every shipping order is carefully inspected before dispatch, for items that arrive damaged and/or defective, we will gladly replace the product or approve a refund for a full refund .

*Special restrictions*

We will not charge a restocking fee for exchanges, but the customer may be responsible for shipping costs. For refunds, shipping charges will be deducted from your refund. But if the error is our fault, you will receive a full refund. Once your exchange or return request is confirmed, you will be provided with a return address to ship the item back to us.

If you would like to exchange or return an item, please email a picture of the item first. You can exchange it for the same item, or you can exchange it for a different style and pay the difference.

We do not accept items that are not in original condition. Returned items must be unaltered, unworn and undamaged and must contain and have all tags and packaging attached.

Items that have been opened or used cannot be returned unless damaged or defective.

Return process:

step 1:

Please email our Customer Service within 7 days of receiving your order to explain the reason for the return/exchange and to request a Return Authorization (RA) number.

Only returned packages containing an RA number will be accepted. If you return the package without our authorization, we have the right to refuse to sign for it! Otherwise, all resulting losses shall be borne by you.

Step 2:

Have the returned items prepared in secure packaging, including the original order invoice with the returns section completed.

Step 3:

The shipping company returns the product via insured or trackable shipping to the return address we provide to you. When you ship, please email us the tracking number as well. Once we receive your returned item, we will further inspect the item and process your refund. All refunds will be automatically credited to your credit card or original method of payment within 7-10 business days.