Refund Policy

Cases that may be considered for refund

The Company may consider a refund if there is a serious and clearly verified quality issue,
such as a product that 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, provided the request is submitted on time with full evidence.

Before stock preparation or production starts, cancellation may be considered.
If cancellation is approved at that stage, the Company may deduct payment platform fees,
processing fees, labor costs, material costs already incurred, and other legitimate costs.

Remedies before full refund

The Company prioritizes these remedies before considering a full refund.
A full refund applies only for serious defects, clearly verified, and subject to the Company’s final decision.

Conditions for refund review

To be considered valid, the refund request must:

• Be submitted within the required deadline
• Include sufficient evidence such as photos, videos, unboxing video where applicable, order number, transaction ID, shipping label photos, and a clear defect description
• Involve a product that has not been used, with lace not cut, and not washed, dyed, bleached, heat-styled, chemically treated, or structurally altered

Deadline

Claims for missing items, incorrect items, clear specification mismatch, visible defects, or external package damage
must be submitted within this 48-hour period.

For missing items, incorrect items, or external damage, an unboxing video is required.

What is not refundable

The following are not refundable:

• Change of mind
• Incorrect specifications confirmed by the Customer
• Subjective dissatisfaction
• Market mismatch
• Minor differences within acceptable tolerance

For custom / made-to-order / OEM / ODM / private label / specially manufactured products:

• The order cannot be cancelled once production has started
• The deposit is non-refundable
• Refunds are not accepted for subjective dissatisfaction, change of mind, market mismatch, or specification confirmation errors made by the Customer
• Claims are only considered if there is a clear and material deviation from the written confirmed specifications

After shipment or once tracking has been issued, the order cannot be cancelled.
Any further request will be handled under the claims / returns / after-sales policy, not as a normal cancellation.

Electronic evidence and dispute handling

Emails, WhatsApp chats, PI, invoices, QC photos/videos, tracking records, payment confirmations,
delivery confirmations, receipts, packing photos, and related documents are treated as valid
electronic transaction evidence.

Both parties agree to prioritize good-faith negotiation before starting any formal dispute process
with payment platforms, banks, or intermediaries.

See also:
Return Policy
·
Warranty 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