Refund and Returns Policy

Last updated: 25th July, 2025

Quick summary

We want you to love your Envey Hair purchase. If an item is defective, incorrect, or not what you expected, we will work quickly to make it right. Please read the full policy below for eligibility, timelines, and how to request a return or refund.

 

1. Eligibility — what can be returned

  • We accept returns for items that are unused, unworn, unwashed, and in original packaging with tags intact.

  • Returns must be requested within 3 days of delivery for hairstyle products (hair extensions) and 7 days for other accessories, unless otherwise stated.

  • For hygienic reasons, opened or used hair extensions cannot be returned. This includes any product where the hygiene seal has been broken, or which has been installed or altered.

  • Items damaged in transit or items that are clearly defective are eligible for return even if packaging is opened, provided you report them immediately and supply the required photos.

 

2. Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item:

  1. Contact us within 48 hours of delivery via email or WhatsApp with your order number, a clear description of the issue, and photos or video showing the defect or incorrect item.

  2. We will review and respond within 48 hours with return instructions.

  3. If confirmed faulty/incorrect, we will offer to replace the item, issue a full refund, or offer store credit, at no extra cost to you. We will also cover return shipping in this case.

 

3. How to request a return or refund (step by step)

  1. Email sales@enveyhairs.com or message our WhatsApp at +2348120938940 with: order number, name, reason for return, and photos if applicable.

  2. Wait for an authorization from our team (do not return items before authorization).

  3. Pack the item securely in its original packaging and ship to the address provided by our team. For Lagos-area returns, we may arrange a collection.

  4. Once received and inspected, we will notify you of the outcome and process the refund or replacement.

 

4. Timeframes for refunds and replacements

  • After we receive and inspect a returned item, refunds are processed within 5–10 working days.

  • Replacements are shipped within 2–5 working days after approval and are subject to stock availability.

  • Refunds will be issued to the original payment method wherever possible. Bank transfers and card refunds may take additional time depending on the provider.

 

5. Return shipping costs

  • If the return is due to our error (wrong item, damaged in transit, or manufacturing fault), Envey Hair covers return shipping costs.

  • If you are returning for a change of mind, return shipping costs are the responsibility of the customer unless otherwise specified during promotions.

  • For exchanges, shipping costs for the replacement may apply unless the exchange is for a faulty/incorrect item.

 

6. Partial refunds

In some cases we may offer a partial refund (for example: if an item is returned not in its original condition, missing parts, or returned late). The amount will be determined on a case by case basis and communicated before the refund is processed.

 

7. Non-refundable and non-returnable items

  • Opened or used hair extensions

  • Items that have been installed, altered, or intentionally damaged

  • Clearance, final sale, or deeply discounted promotional items (unless faulty)

  • Gift cards and free promotional items

 

8. Cancellations & order changes

  • Orders may be canceled or edited within 1 hour of purchase without penalty while the order is being processed. After processing or dispatch, cancellation may not be possible.

  • To request a cancellation or change, contact support immediately. We will confirm whether the change or cancellation can be made.

 

9. Lost or delayed shipments

  • If tracking shows delivery but you did not receive the package, contact us immediately. We will investigate with the courier and request proof of delivery.

  • For nationwide deliveries, Envey Hair is not responsible for delays caused by third-party courier services, customs, or force majeure events. We will, however, support you to resolve any issues.

 

10. Wrong delivery address or failed delivery attempts

  • Please ensure your shipping address is correct at checkout. If a delivery fails due to an incorrect address provided by you, additional shipping or redelivery charges may apply.

  • If an order is returned to us due to repeated failed delivery attempts or an incorrect address, we will contact you with return and redelivery options and any additional fees that may apply.

 

11. Chargebacks and disputes

  • If you file a chargeback with your bank without contacting us first, we will provide evidence of shipping and communications to the payment provider. If the chargeback is reversed in our favor, you will remain liable for the cost of the order and any applicable fees.

 

12. How we inspect returns

  • All returned items are inspected on receipt for condition, packaging, and proof of purchase.

  • Refunds will be approved if the returned product meets our eligibility criteria. If not, we will contact you to discuss options (return to sender, partial refund, or reship).

 

13. Exchanges

  • For size, color, or style exchanges, contact support and we will guide you through the process. Exchanges depend on stock availability. Additional shipping fees may apply for exchanges initiated by the customer.

 

14. Promotions, bundles and discounts

  • Items bought as part of a bundle or under a discount will have refunds calculated based on the price actually paid. For promotions offering free gifts, the gift must be returned with the main item if the reason for return is eligible; otherwise, the value of the gift may be deducted from your refund.

 

15. Contact & support

For returns, refunds, or any questions, reach us at:

  • Email: sales@enveyharis.com

  • WhatsApp: +2348120938940

  • Instagram DM: @enveyhairs
    Support hours: 9 AM – 7 PM (Mon–Sat). We aim to respond to all inquiries within 24 hours on business days.

 

16. Changes to this policy

We may update this policy occasionally. The updated policy will be posted on this page with a revised effective date. Major changes will be communicated via email or our social channels where possible.