We want you to love your purchase from Ayaba Hair. Please review our updated policy below before completing your order.

ORDER CANCELLATION 

• Order Cancellation Policy and Process

Any physical item purchased on our online store is eligible for cancelation and will be fully refunded minus restock fees up to 24 hours after the date of purchase located on the order confirmation email. In this scenario, fees are only levied if the order was placed using a buy now pay later payment option (see fees description and amount in Return section below) 

If the cancellation request is obtained after 24 hours of the date of purchase, a flat 25% restocking fee will be charged for all returned or canceled requests (more information in our Return and Exchange Policy below). 

Steps to cancel your order (no later than 24 hours after purchase). Order cancellations are only initiated and accepted via email.

1. Locate the order number (example: 72114) sent to your email or phone number upon purchase on our website.

2.  Send us an email to ayabahair2020@gmail.com with the SUBJECT: Cancel Order: XXXXX (Write your order number here). 

3. Upon receipt of your email, we’ll contact you within 48 - 72 hours and proceed to refund your order.

4. Cancellation requests received after 24 hours of the purchase date will be automatically levied a 25% restock fee.

RETURNS 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at ayabahair2020@gmail.com and follow the Return and Exchanges Policy/Process. If your return is accepted, we’ll send you a return shipping label (if return is due to Ayaba Hair error), as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

• Items deemed not as Described 

 We take multiple pictures and videos of items posted on our website including, detailed descriptions to ensure that an informed purchase is made by our customers. However, if you believe that the item you received is not as described, please follow the policy below:

1. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and correct it. 

2. Please contact ayabahair2020@gmail.com no later than 48 hours from the carrier delivery date to notify us of the issue to be eligible for a refund.  Additionally, due to sanitary precautions related to the current COVID-19 pandemic and to protect the health of our employees, all items must be in their original packaging in order for the refund to be granted.

   
   For example, if the tracking number shows the delivery date as 10/10/2021 at 2:00 pm, you have until 10/13/2021 at 2:01 pm to contact us regarding the issue in order to start the refund process. All communications received after that date will not be accepted. The customers ought to provide evidence regarding the issue. Evidence can be a video or a picture of the issue noted. Upon submission of evidence, Ayaba Hair is to determine the resolution process. If Ayaba Hair determines that a return is warranted, the normal process for a return related to "item received is not as described" is the following:

3. Take a picture/ video of the item in its original packaging (the item must be in its original packaging) and send it to ayabahair2020@gmail.com

4. Upon confirmation of the original condition of the item, a return shipping label will be sent to the customer

5. Upon receipt of the item, please allow 7 business days for our team to double-check the condition of the item purchased and process a refund 

6. For a refund to be processed, the item needs to be in its original packaging, unworn and unused

7. Once the package is received (delivery date per carrier), a Ayaba Hair representative will take a video from the time the package sent back is opened to the time it is inspected to confirm the item is in its original condition

8. If the item is in its original condition/package, Ayaba Hair will issue a full refund within 7 business days from the delivery date noted on the shipping carrier tracking number

9. The customer will receive a notification email regarding the refund. It takes an additional 7 to 10 business days for the refund money to be reflected in your bank account

10. No refund will be made if the hair has been altered, used, or is not in the original package.

11.  A flat 25% restocking fee will be charged for items returned for a reason that is not the fault of Ayaba Hair. Shipping fees are not refunded. 

• Custom Wig Making (Custom-Made Items) Policy

All custom wig making services and other custom-made items are considered made-to-order and are uniquely crafted based on the customer’s specifications. Due to the personalized nature of these products, all sales are final and are strictly non-refundable and non-exchangeable under any circumstances once production has commenced.
In recognition of the bespoke nature of these items and the labor involved in their creation, returns may only be accepted at our sole discretion. Where a return is exceptionally approved, a restocking fee of forty percent (40%) of the total purchase price shall apply. This fee covers materials, labor, processing, and handling associated with the custom production of the item.
By placing an order for custom wig making services, the customer acknowledges and agrees to these terms.

• Alteration By Third-Party Policy

We recommend using licensed, professional, or knowledgeable hairstylists for all items purchased on our website. Ayaba Hair is not liable for alterations performed on our products by third parties. This includes alterations made by other hairdressers or hairstylists. No refund is granted on Ayaba Hair purchases altered by third parties. Refunds or Exchanges must follow the Refund or Exchange policy. 

• Issues with Order Received (damaged, defective or unsuitable for use) 

 Due to the nature of our products and to follow CDC Guidelines related to the COVID-19 pandemic, any issues related to products received must be communicated no later than 48 hours after date of delivery. To communicate the issue, we require that a detailed explanation of the issue is sent via email including videos and pictures evidence. In some cases, we also require that the item be returned to us for further analysis. If upon investigation, we confirm that the item was defective or damaged prior to shipment, we will perform a full refund or exchange the product at no additional cost to the customer.  This policy is only applicable to physical products purchased on ayabahair.com

• Return and Exchanges Policy/Process

Due to CDC guidelines related to the COVID-19 pandemic, we reserve the right to deny an exchange if certain conditions are not met. The conditions include and are not limited to the following:

1.  Issue must be communicated no later than 72 hours after delivery date

2. Evidence is provided to justify the issue

3. Item is in its original packaging, has not been altered, and is unworn.

4. Item has not been altered by the third party per Alteration By Third-Party Policy 

Refunds and Exchanges are processed ONLY if they are communicated via email within 72 hours of delivery date per carrier website. Please use the following guidelines to start the refund process:

1. Take a picture/ video of the item in its original packaging (item must be in its original packaging) and send it to contact@sheisthebeautyusa.com

2. Upon confirmation of the original condition of the item, a SITB agent will provide return address information via email. All return shipping fees are paid by the customer

3. Once the returned item is shipped, the customer must provide a copy of the shipping label and tracking number via email

4. Upon receipt of the item, please allow 72 hours for our team to double-check the condition of the item purchased and process a refund

5. For a refund to be processed, the item needs to be in its original packaging, unworn and unused

6. Once the package is received (delivery date per carrier), a Sheisthebeauty representative will take a video from the time the package sent back is opened to the time it is inspected to confirm the item is in its original condition

7. If the item is in its original condition/package, Sheisthebeauty will issue a full and complete refund within 7 business days from the delivery date noted on the return shipping carrier tracking number

8. The customer will receive a notification email regarding the refund. It takes 7 to 10 business days for your money to be reflected in your account

9. No refund will be made if the hair has been altered, used or is not in the original package. 

Any communication received after the 72 hours grace period will not be treated and refund/exchange will be automatically denied. If you have any additional questions about our refund policy, please send us an email at contact@sheisthebeautyusa.com. 

• General Refund Policy 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. 

• Shipping Issues

This policy is only applicable to third party carriers. Sheisthebeauty is not responsible/liable for items misplaced or lost by third-party carriers. In order to mitigate the risks related to shipped orders, the client bears the sole responsibility of losing items if shipping rates with Insurance are not purchased at checkout. If the shipping rate with Insurance was purchased at checkout, Sheisthebeauty orders will be insured for the full value of the purchase minus fees. If an insured order is lost or stolen by third party shipping carriers, a full refund minus fees is processed and ONLY if all the following criteria are met:

1.  Customer did not incorrectly enter shipping address at the time of purchase

2.  Customer address is in secured area and delivery instructions have not been updated

3. A claim is accepted by the shipping carrier for the entire value of the purchase 

4. Entire value of the purchase has been reimbursed to Sheisthebeauty by the third party shipping carrier

5. Timeframe to receive a complete refund is fully dependent on the specific carrier claims resolution process. Please refer to the carrier website to understand their policies and procedures around the claims resolution process and timeline.

• Exceptions / non-returnable items

All items purchased on sale or with promotional codes are FINAL . Unfortunately, sale items cannot be refunded. Gift Card are also non-refundable. Please note the following exceptions to our return and refund policy:

1. Discounted items are final and cannot be returned or exchanged

2. Returned items must have tags still on and be returned in original product packaging

3. Returned items must have no visible signs of wear or use