Refund policy

ALL custom orders, synthetic wigs, accessories, hair care products, Bold Hold products, hair services & sale items are final sale & non-refundable.

To start a return, please send an email for a Return Request to returns@floxhair.com. Do not send back without requesting first.

IF ROUTE SHIPPING INSURANCE IS NOT PURCHASED, FLOX HAIR CANNOT/WILL NOT REFUND OR REPLACE YOUR ITEM FOR ANY REASON.

We want to ensure that your new hair is the perfect match for you. If you are not completely satisfied with your purchase in any way, you have 3 days from date received to submit for a return/refund.

 

In-store/Online Purchase Returns

  • All purchases are subject to a 3 day return policy and 15% restocking fee. All below online return restriction apply. If a piece is cut or customized in anyway, the item is considered a final sale. All sale items are final sale. A return MUST be requested via email within 3 days of receiving to returns@floxhair.com.

 
Online Returns

  • Customers are responsible for all shipping costs to return an item. All returns must be tracked, fully insured & received within 14 business days. If return items have not been insured and the package is deemed lost in the transit, a refund cannot be issued.
  • Your return shipment MUST be marked "Return of Merchandise/Goods"
  • Once a return is received, please allow up to 10 business days for processing & approval.
  • A refund may be refused upon inspection of the following:
    Items are in original condition, unaltered & unworn
    Lace has not been altered or cut in anyway
    Hair has not been washed
    Hair has not been styled or heat treated in anyway (curled/straightened)
    Hair is scent free
    All packaging & items included
  • Original receipt must be included inside your return box
  • All sale pieces (marked down, not a discount code) are final sale
  • Shipping, Route Insurance & any duty charges you may have incurred are non-refundable
  • If duty and/or custom charges incur to FloxHair upon receiving the return, the total duty charge will be deducted from your refund total
  • All refunds are subject to a 15% restocking fee will be deducted from refund total. This fee is to cover all washing, styling & relisting of a returned product.
  • If you paid in a currency other than Canadian, your refund may vary by a few cents based on exchange rate
  • If your return is rejected for any of the above conditions. A refund will not be issued. A return label must be purchased by the customer at the customers expense for us to send the item back to you. 

Custom Orders

As of September 1st, 2023, ALL Custom Orders are FINAL SALE. Custom orders must be paid in full, upfront before beginning.

Damages & Issues 

Please inspect your order upon reception and contact us immediately in the unlikely event the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All items are inspected for quality & order accuracy prior to shipping to make sure this doesn't occur.

Cancellations

If you decide to cancel your order prior to shipping please send an email immediately after purchase to info@floxhair.com. If your order is shipped before we can cancel, the 15% restocking fee will be applied and the order will be treated as a regular return. Any fees incurred to Flox Hair for cancellations will be deducted from the refund amount. PayPal fees for cancellations will be the amount determined by them and are out of our control. If your order is cancelled before the item has been physically shipped (accepted by the postal service), a $50 cancellation fee applies, not the 15% restocking (in addition to paypal fees if applicable).

Refunds 

We will notify you once we’ve received/ 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. Please remember it can take some time (up to 30 days) for your bank or credit card company to process and post the refund.

Refunds for missed sales will not be issued. If a purchase is made before a sale occurs, the discount will not be refunded to the customer if they forgot to add/ missed the discount code. All discount codes must be applied at the time of purchase and in the sale time frame.

Price Adjustments 

There are no price adjustments to and items price change due to sale or promo code. Example: You purchase an item and it goes on sale a week later. Sorry, we cannot adjust the price once a purchase is made.
Currency Exchange Rate Adjustments: As floxhair.com operates in multi-currency, prices will vary based on daily exchange rates. Please Note, price adjustments are not possible for exchange fluctuations. Prices may be reflected in different currency on social media platforms but the price stated on floxhair.com will always be the price used. Please ensure you have switched to your country's currency (where applicable) to ensure the correct pricing.

Start a Return, email returns@floxhair.com with your order number.

For any and all other questions regarding a refund/return/exchange or package issues, please email returns@floxhair.com.