Refund-return policy

RETURN – REFUND POLICY

At GUGU HAIR, we value transparency and customer satisfaction. However, due to the nature of our products, please note that all hair products are non-returnable and non-refundable.

If an item arrives damaged, we will provide repair or compensation according to the terms and conditions outlined below. Any product not collected by the buyer within one (1) year of notification will be considered abandoned and become the property of GUGU HAIR. No refund will be issued in such cases.

1. Compensation & Return/Refund Terms

• Only orders that are seriously damaged due to our error are eligible for review within 3 days of delivery. All cases must be mutually agreed upon by both parties.

• Customers are required to provide clear proof (videos, photos, etc.) showing the problem. Claims without sufficient evidence may be rejected.

• Refunds are only processed once we have received the returned product.

• Returned items must be unused, unworn, and untampered. Products that have been altered or used will not be accepted.

• Customers are responsible for returning the package, including all transaction fees, shipping fees, and customs charges.

• We are not liable for items damaged by customers or lost during return shipping.

• Customized orders (special requests outside our catalog or based on customer-provided images/videos) are strictly non-refundable and non-returnable.

• After 7 days from delivery (based on DHL/UPS/FedEx tracking), no return or refund requests will be accepted.

• Once an order has been paid, it cannot be canceled. If a customer cancels during production or after completion without prior approval, GUGU HAIR reserves the right to retain the deposit to cover losses.

2. Return Procedure

Step 1: We provide return details (address, contact number, shipping method, and package notes).
Step 2: Customers share videos and photos showing product condition and confirm the quantity via WhatsApp.
Step 3: Customers provide the tracking code from the courier used.
Step 4: We notify customers once the returned package is received.