ZYRA HAIR RETURN AND REFUND POLICY

Last Updated: September 28, 2026

At ZYRA Hair, we take pride in personally receiving and inspecting every hair order before it is approved, packaged, and shipped to our customer.

Because our Single Donor Raw Vietnamese Hair is sourced specifically for each order and human hair is a personal use product, we have established the following return and refund policy to protect both our customers and the integrity of our products.

Please review this policy carefully before placing your order.

RETURNS

ZYRA Hair accepts eligible return requests submitted within 7 calendar days of confirmed delivery.

To qualify for a return, the hair must remain in its original condition and must not have been:

Installed

Worn

Washed

Co washed

Brushed or excessively combed

Cut

Trimmed

Colored

Bleached

Dyed

Chemically treated

Heat styled

Altered

Separated from its original bundle ties or security packaging

Otherwise modified from the condition in which it was received

All original ZYRA packaging, bundle ties, labels, and applicable security seals must remain intact.

Hair that has been installed, altered, or used is considered final sale and is not eligible for a change of mind return.

HOW TO REQUEST A RETURN

To request a return, contact ZYRA Hair within 7 calendar days of confirmed delivery.

Please provide:

Your full name

Order number

Reason for the return

Photographs of the hair and packaging

Any additional information reasonably necessary to evaluate the request

Do not ship a return back to ZYRA Hair without first receiving return instructions.

Unauthorized returns may not be accepted.

CHANGE OF MIND RETURNS

Eligible unused and unaltered hair may be returned within the stated return period.

Customers are responsible for return shipping costs when returning an eligible order because of a change of mind, incorrect length selection, texture preference, or another reason that is not the result of a ZYRA Hair error or confirmed product issue.

Original shipping charges are generally nonrefundable on change of mind returns.

We strongly recommend using a trackable shipping service when returning merchandise.

ZYRA Hair is not responsible for return packages lost before they are received by us.

INCORRECT OR DEFECTIVE ITEMS

Although every order is inspected before shipment, please contact us promptly if you believe you received:

The wrong item

The wrong length

The wrong texture

A damaged product

A product with a significant quality concern

A materially different product from what you ordered

Please contact ZYRA Hair before installing, washing, coloring, cutting, bleaching, or otherwise altering the hair.

We may request photographs or video so that we can properly evaluate the concern.

When ZYRA confirms that an incorrect or defective item was sent, we will provide an appropriate resolution, which may include replacement, exchange, or refund depending on the circumstances and applicable law.

When the issue resulted from an error by ZYRA Hair, the customer will not be required to pay return shipping for the affected merchandise.

NATURAL CHARACTERISTICS OF RAW HAIR

ZYRA Hair specializes in Single Donor Raw Vietnamese Hair.

Raw human hair is a natural product and may have variations in:

Natural color

Texture

Wave pattern

Strand characteristics

Fullness

Movement

Appearance

Bundles sourced from different donors may not be completely identical.

Natural donor variation alone does not necessarily indicate that the product is defective.

However, if you believe the hair you received is materially inconsistent with your order or has a genuine quality issue, please contact us so we can review the concern.

REFUNDS

Once an approved return is received, ZYRA Hair will inspect the merchandise to confirm that it meets our return requirements.

If approved, the refund will be issued to the original payment method.

Please allow your bank or payment provider additional time to process and post the refund after it has been issued.

We do not issue refunds to a different payment method simply because the customer no longer has access to the original account, except where required or supported by the applicable payment provider.

NONRETURNABLE ITEMS

The following are generally not eligible for return because of change of mind:

Hair that has been installed

Hair that has been worn

Hair that has been washed or co washed

Hair that has been colored or bleached

Hair that has been cut or trimmed

Hair with cut wefts

Hair that has been chemically processed

Hair that has been substantially heat styled

Hair that has had bundle ties, security seals, or identifying packaging removed

Hair that has otherwise been altered from its original condition

Complimentary promotional items

Used accessories

Items clearly marked Final Sale before purchase

Nothing in this section eliminates rights customers may have when merchandise is defective, incorrect, misrepresented, or otherwise protected by applicable law.

CUSTOM OR SPECIAL ORDERS

Certain customized, specially requested, or individually altered products may be final sale once customization has begun.

If a product is considered custom or final sale, that information will be disclosed before purchase whenever applicable.

ZYRA PREP PACKAGE

The complimentary ZYRA Prep Package is separate from the customer's purchased hair order.

Prep Package contents may include complimentary accessories, educational materials, or other promotional items chosen by ZYRA Hair.

Complimentary Prep Package items do not have a cash refund value and generally do not need to be returned when an eligible hair return is approved.

Receiving a Prep Package does not mean the customer's hair has shipped.

The customer's hair order is shipped separately after it reaches ZYRA, passes quality inspection, and is prepared for shipment.

CANCELLATIONS BEFORE SHIPMENT

ZYRA Hair operates using a made to order sourcing process.

We begin working with our supplier shortly after an order is confirmed.

If you need to request cancellation, please contact ZYRA Hair as soon as possible.

Cancellation requests submitted before sourcing or fulfillment has begun may be approved.

Once sourcing, preparation, customization, or fulfillment has begun, voluntary cancellation may no longer be available.

However, this does not affect cancellation or refund rights that apply when ZYRA cannot fulfill or ship an order within the timeframe promised at the time of purchase.

PROCESSING DELAYS

ZYRA Hair currently estimates approximately 10 to 14 business days for sourcing, receiving, inspection, quality control, preparation, and packaging before the completed hair order is shipped through USPS.

If we become unable to ship your order within the timeframe promised at purchase, we will contact you regarding the delay and provide the applicable option to accept the revised timeframe or cancel the unshipped order for a refund.

LOST OR UNDELIVERED ORDERS

If your order has not arrived, please contact ZYRA Hair and review the USPS tracking information.

We will assist in reviewing the shipment and determining the appropriate next steps.

Nothing in this policy limits a customer's rights regarding merchandise that was never shipped or never received where applicable law provides a refund or other remedy.

REFUSED OR RETURNED PACKAGES

If an order is returned to ZYRA Hair because of:

An incorrect address supplied by the customer

An incomplete address

Failure to claim the package

Refusal of delivery without prior authorization

We will contact the customer regarding available options.

Additional shipping charges may be required before an otherwise valid order is reshipped.

CHARGEBACKS AND PAYMENT DISPUTES

We encourage customers to contact ZYRA Hair first if there is a concern with an order.

We want the opportunity to review the situation and provide an appropriate resolution.

Nothing in this policy prevents a customer from exercising lawful rights available through their bank, card issuer, payment provider, or applicable consumer protection law.

SALE AND PROMOTIONAL ITEMS

Products purchased during a promotion are subject to the same return condition requirements unless they were clearly identified as Final Sale before purchase.

A discounted price alone does not automatically make an item Final Sale unless ZYRA Hair clearly states otherwise.

EXCHANGES

If you wish to exchange eligible unused and unaltered hair for another length or texture, contact ZYRA Hair within 7 calendar days of confirmed delivery.

Exchange availability depends on product availability.

Customers may be responsible for:

Return shipping

Any difference in product price

Shipping for the replacement item

These charges do not apply when the exchange is necessary because ZYRA Hair sent an incorrect or confirmed defective item.

CUSTOMER RESPONSIBILITY

Please inspect your hair carefully after delivery and before installation or alteration.

We strongly encourage customers to confirm the:

Length

Texture

Color

Bundle appearance

Overall condition

Before removing bundle ties, washing, bleaching, coloring, cutting, or installing the hair.

Once the hair has been substantially altered, determining its original condition may no longer be possible.

CONTACT ZYRA HAIR

For return, refund, exchange, cancellation, or quality concerns, please contact ZYRA Hair through the customer service contact information provided on our website.

Please include your order number so we can assist you efficiently.

We want every customer to feel confident purchasing from ZYRA Hair and will review legitimate concerns carefully and fairly.

Sourced with intention. Inspected by ZYRA. Packaged with care.