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Return & Exchange Policy | Great Hair Vietnam
We review return requests on a transparent, evidence-based basis. A return is not automatically accepted just because a request is submitted. Each case is assessed against the confirmed specifications, the actual product condition, and the supporting evidence.
Scope
This policy applies to transactions between Greathair and the Customer for products covered under the Company’s sales policy.
Cases that may be considered for return handling
The Company may review return-related requests where there is a clear manufacturing defect or a material deviation from the confirmed specifications. Claims may also be reviewed for missing items, incorrect items, clear specification mismatch, visible defects, or external package damage on receipt.
Depending on the case, the Company may offer repair / rework, remake, replacement, compensation in the next order, partial refund, or full refund. The Company prioritizes rework / replacement / partial refund before considering a full refund.
Conditions
A request is only valid if it is submitted within the required deadline and includes sufficient evidence such as photos, videos, unboxing video where required, order number, transaction ID, shipping label photos, and a clear defect description.
The product must remain eligible for review. Returns or claims are not accepted if the product has been used, the lace has been cut, or the product has been washed, dyed, bleached, heat-styled, chemically treated, or structurally altered.
Deadline
The Customer must inspect the goods within 48 hours after the carrier’s system confirms successful delivery. Claims submitted after this 48-hour window may fall outside the policy requirements. For claims involving missing items, incorrect items, or external damage, an unboxing video is required.
What is not eligible for return
To ensure fairness to both parties, returns are not accepted for:
- change of mind
- incorrect specifications confirmed by the Customer
- subjective dissatisfaction
- market mismatch
- minor differences within the acceptable tolerance range
The following are considered acceptable and not grounds for return when they do not materially affect function or intended use:
- reasonable length tolerance
- handmade density variation
- slight color variation due to lighting, screen display, hair batch, or manual processing
- minor differences in knots, baby hair, parting, lace tint, lace tone, natural fullness, or handmade finishing
For custom / made-to-order / OEM / ODM / private label products, returns are not accepted for subjective dissatisfaction, change of mind, market mismatch, or customer-side specification confirmation errors. Once production starts, these orders cannot be cancelled.
See also: Warranty Policy · Refund Policy · Payment & Pricing Policy
Business Hours
Great Hair operates from Monday to Saturday.
We are closed on:
- Sundays
- Vietnamese public holidays
Order processing, payment confirmation, and shipment handling are completed during business hours only. For urgent orders, customers are encouraged to place orders early to avoid delays.
Company Information
GREATHAIR ETHICAL & PREMIUM HUMAN HAIR EXTENSIONS MANUFACTURER
Address: 8, Alley 20/45 Phu Minh Street, Minh Khai Ward, Bac Tu Liem District, Hanoi, Vietnam
WhatsApp: (+84) 81 328 2399
Website: https://greathair.com.vn
Contact Us
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