We are open to any return and exchanges that done within 5 days of receipt of shipment if the following conditions are met. The goods must be in the same condition as they were when shipped out. We will not accept any merchandise that has been used or altered (brushed, combed, picked, cut, or washed). The cost of shipping back is borne by the customer. Hair Gennie is not liable for any damages that occur in transit while the goods are being returned. In case of customised order, please note that the order will only be taken back in case of a manufacturing defect reported within 5 days of receiving the product

If you want to return or exchange an item, you will need to call our customer service number or mail us at care@hairgennie.com

Yes, all customers must pay for their returns or exchange. We suggest that the shipping be done with a tracking option because Hair Gennie is not responsible for any lost returns. PLEASE NOTE: If the package is lost while shipping or is damaged at the time it is received by Hair Gennie, the goods will not be valid for return or exchange and the cost must be borne by the customer.

A tracking number needs to be sent to us after the return package has been shipped. The return is processed as soon as we the package is received, inspected and confirmed that the hair hasn't been modified. The full amount apart from the shipping amount will be refunded to the original method of payment. Most banks usually take 3-5 business days to process the return, however, it could take up to 7 business days to reflect in your account.