Warranty Policy of Great Hair

We are committed to supporting customers in a transparent, fair, and evidence-based way after delivery. Under the source policy, after-sales support is handled through inspection, claims, after-sales remedies, and quality issue review. The policy does not specify a separate month-based or year-based standalone warranty program.

Scope

This policy applies to transactions between Greathair and the Customer for human hair products, wigs, hair extensions, closures, frontals, toppers, bulk hair, custom wigs, and related products sold through the Company’s website, email, WhatsApp, social media, e-commerce platforms, contracts, PI, invoices, payment links, or other official sales channels.

What may be covered

The Company may review after-sales claims where there is a quality issue, meaning the product materially differs from the confirmed specifications or has a clear manufacturing defect. Claims may also be reviewed for missing items, incorrect items, clear specification mismatch, visible defects, or external package damage, if submitted on time with sufficient evidence.

Possible remedies may include 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. A full refund is only for serious defects, clearly verified, and subject to the Company’s final decision.

Conditions for review

To be considered valid, the claim must be submitted within the required deadline and supported by sufficient evidence, including where applicable: photos, videos, unboxing video, order number, transaction ID, shipping label photos, and a clear defect description.

The product must also be in eligible condition. Claims will not be considered 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.

Claim deadline

Customers must inspect the goods within 48 hours from the time the carrier’s system confirms successful delivery. Claims relating to missing items, incorrect items, clear specification mismatch, visible defects, or external package damage must be submitted within this 48-hour period with full evidence. For missing items, incorrect items, or external damage, an unboxing video is required.

What is not covered

The following are not treated as quality defects and are therefore not covered under this policy:

change of mind
incorrect specifications confirmed by the Customer
subjective dissatisfaction
market mismatch
minor differences within acceptable tolerance

Because of the handmade nature of hair products, the following are considered acceptable tolerances and not serious quality defects:

reasonable length tolerance
density variation due to handmade construction
slight color differences caused by lighting, screen display, hair batch variation, or manual processing
minor differences in knots, baby hair, parting, lace tint, lace tone, natural fullness, or handmade finishing
other minor differences that do not materially affect the product’s function or intended use

For custom / made-to-order / OEM / ODM / private label products, claims are only considered if there is a clear and material deviation from the written confirmed specifications. Once production has started, such orders cannot be cancelled, and the deposit is non-refundable.

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.

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Warranty Policy of Great Hair

Scope

What may be covered

Conditions for review

Claim deadline

What is not covered

Business Hours

Company Information

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CUSTOMER CARE

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Category

GREAT HAIR IMPORT EXPORT JOINT STOCK COMPANY