Our policy

Terms and conditions of use

All products purchased on ZOHAIR.COM, ZOHAIRUSA.COM are sold “as is” in the condition sold.  Due to the nature of the product, different batches of human hair may perform differently than others. The actual colors may be slightly different from the color on the screen depending on the monitor you are using. Also, the skill level of the technician installing, styling the hair, technique used, daily care, heat styling, and products used, affect the longevity and performance of human hair greatly. For these reasons, the manufacturers of the products sold on zohairusa.com do not offer a warranty on their products. If you are interested in returning hair in brand new condition, please refer to our Returns & Exchanges policy prior to sending any orders back. 

Returns & Exchanges

IMPORTANT

Return/exchange authorization is required prior to shipping your items to us. Please contact us with your customer name, invoice number, and phone number. We will only accept merchandise that has not been opened or altered in any way. All tags and original packaging must be fully intact.

Any customer who isn't satisfied with our wigs, toppers, falls, ponytails, Bangs, extensions for any reason, should contact us by email sales@zohairusa.com or by phone 888-964-2477 within 48 hours after  receiving our shipment to apply for "return or exchange".

We have the right to deny return/exchange request if we do not receive the items in the original, condition. You will also be responsible for the return shipping fee if you request a return/ exchange. After receiving your return/exchange authorization, we must receive your return package within 10 business days. You are responsible for return/exchange shipping with a track-able shipping method. There is a 15% restocking fee on ALL returned items. Any shipping charges from your order will not be returned.

Custom Orders Cancellations

It is important to note that once the production begins for custom-made orders/products, the materials cannot be used again. We offer the cancellation instruction as follows: 

Orders canceled within 12 hours of payment confirmation will be eligible for a full refund.

Orders canceled after 12 hours will be charged 40% of the payment as a material fee for the manufacturer.

Orders cancelled after shipment will be charged 50% of the payment as a material fee and for postage. For orders cancelled after shipment, you must send the merchandise back to us at your own expense. After we receive it, we will refund you 50% of the full payment.

Final Sale Items

Products marked final sale

Clip-in extensions, wigs, hairpieces, and clearance items, will not be accepted as returns/exchanges.

Shipping Services

IMPORTANT 

Your Billing -Address and Shipping-Address must be the same when making your order.

ONLY CERTIFIED ACCOUNT-HOLDING WITH ZOHAIR USA LICENSED professionals can have their orders shipped to their choice of address, other than their billing address.

Customers

By adding a second shipping-address other than billing we will call or email to confirm reasons before shipping out your order. It is always best to keep your billing/shipping address the same. If you have any questions, please feel free to call or e mail as we are always happy to help sales@zohair.com

International

We ship orders by UPS. Shipping costs and fees vary substantially depending on your location. Please contact us directly if you have questions or requests regarding shipping. We ship your package DDU (Duties and Taxes Un-paid) and do not collect VAT, duties, and/or taxes.

You will be responsible for any of extras potential shipping charges that apply to your purchase. Contact your local customs office for any clarifications. Every country tends to have different rules. We prefer orders to be paid with PayPal. 

Failed Deliveries / Refused Shipments / Incorrect Shipping Address

Your order will be shipped via UPS to the address you provide. The major cause of shipment delays are incomplete or incorrect addresses. Please double-check the address you input prior to completing your purchase. Make sure you have included ALL information necessary to ensure your package will arrive to you. If your package is considered undeliverable or refused by UPS, it will be treated as a return. (See Conditions for Returns or Exchanges)