Refund policy

Please review our policies carefully before making a purchase. By placing an order, you agree to the terms outlined below.

Customers are responsible for tracking and receiving their packages.
We have access to the same tracking information as you, so for delivery updates or issues, please contact the shipping carrier directly using your tracking number.
Please note: Our shipments do NOT require a signature upon delivery. We strongly recommend adding Shiptection shipping insurance at checkout to protect your order from loss, theft, or damage.

🛑 FINAL SALE ITEMS

The following are Final Sale and non-refundable:

  • Discounted/Sale items (including those purchased with codes or during sales)

  • Custom orders

  • Synthetic wigs

  • Hair accessories & hair care products

  • Bold Hold products

  • Hair services

No exceptions.

🔁 Return Policy

We want you to love your hair! If you’re not 100% satisfied, you may request a return within 3 days of delivery.

✅ How to Start a Return:

  1. Email returns@floxhair.com with your order number and reason for return.

  2. Wait for a Return Authorization before sending anything back.

  3. Once approved, ship the item back with:

    • Tracking and full insurance

    • “Return of Merchandise” clearly marked on the label

    • Delivery within 14 business days

📦 Return Eligibility

Items must meet ALL of the following:

  • Original, unaltered, and unworn condition

  • Lace is uncut and unaltered

  • Hair is not washed, styled, heated, or scented

  • Includes all original packaging and extras

  • Receipt is included in the package

If not eligible, the item will be returned to you at your cost — no refund will be issued.

💰 Fees & Deductions

  • All approved returns are subject to a 15% restocking fee

  • Original shipping costs, Shiptection Insurance, and any import duties are non-refundable

  • Duties/customs charges billed to FLOX HAIR on returned items will be deducted from your refund

🔒 Shipping Insurance Notice

If Shiptection is not purchased:

  • FLOX HAIR is not responsible for lost, stolen, or damaged items

  • No refunds or replacements will be issued without insurance

🛍️ In-Store & Online Orders

  • Same 3-day return window and 15% restocking fee

  • Cut, worn, or customized items are final sale

  • Sale items = final sale

🧾 Custom Orders

  • All custom orders are FINAL SALE

  • Must be paid in full before production begins

⏳ Pre-Orders

  • Non-refundable once processed

  • Canceling during production incurs a 10% cancellation fee

  • Pre-orders with customizations (e.g., bangs, highlights) are final sale

❌ Order Cancellations

To cancel an order:

Cancellation fees:

  • Not shipped yet? – $50 cancellation fee + any PayPal fees

  • Already shipped? – Return it under our regular return policy (15% restocking fee applies)

🛠️ Damaged or Wrong Items

  • Contact returns@floxhair.com within 3 days of delivery

  • We inspect every order before shipping, but we'll make it right if something's wrong!

💳 Refund Timeline

  • Refunds are processed to the original payment method within 10 business days

  • Some banks may take up to 30 days to post

  • Currency exchange rates may affect refund amount if you paid in a non-CAD currency

📉 No Price Adjustments

  • We do not honor price adjustments on past purchases

  • Discount codes must be used at checkout within the promo period

  • Missed or expired codes won’t be applied retroactively

🌍 Currency & Pricing Notice

  • Prices may vary based on daily exchange rates

  • Website prices may appear in local currency — please refer to floxhair.com for current pricing

📬 Need Help?

Email us anytime:
📧 returns@floxhair.com