Ivy Luxury Hair
Exquisite Quality. Timeless Style.

REFUND, CANCELLATION, RETURN & EXCHANGE POLICY

At Ivy Luxury Hair (Ivy Luxury Empire), we are committed to providing our customers with quality products and excellent service. To ensure transparency and fairness, please read our policy carefully before placing an order. By making a purchase, you acknowledge and agree to the following terms and conditions.

Last updated: 9 October 2026

1. Order Cancellation

  • Orders may be cancelled freely before payment is made.
  • Once payment has been confirmed and an order has been processed, cancellations are not accepted.
  • Orders cannot be cancelled once they have been dispatched.
  • Customers are advised to confirm all product specifications, including length, colour, texture, and style, before making payment.

2. No-Refund Policy

All sales are final. We do not offer refunds once payment has been made.

Please ensure that you have carefully reviewed your order details and confirmed your preferred specifications before making payment.

Where an incorrect or defective item is reported, we will assess the issue and determine an appropriate resolution in accordance with our return and exchange policy and applicable consumer protection laws.

3. Reporting Issues

  • All issues relating to an order must be reported within 24 hours of delivery.
  • Customers must provide clear photos and videos showing the issue.
  • Reports made after the 24-hour period may not be accepted, particularly where the condition of the item cannot be verified.
  • Items must not be worn, installed, washed, brushed, restyled, or altered while a complaint is being reviewed.

4. Return Policy

Returns will only be considered for verified issues, such as receiving an incorrect item or an item with a confirmed defect.

To qualify for a return:

  • The wig must be in the exact condition in which it was delivered.
  • The wig must not have been brushed, combed, washed, or restyled.
  • The lace must not have been cut.
  • The wig net must not have been removed.
  • The wig must not have been worn, installed, or altered.

The following items are not eligible for return:

  • Wigs that have been worn, installed, washed, brushed, or restyled.
  • Wigs with cut lace or removed wig nets.
  • Customized wigs, including wigs that have been plucked or altered to meet a customer’s specifications.
  • Items returned in a condition different from their original delivered state.

Customers must contact us and receive approval before returning any item.

5. Exchange Policy

Exchanges may be considered for verified cases involving an incorrect or defective item.

  • Issues must be reported within 24 hours of delivery.
  • The item must remain in its original, unused condition.
  • Exchanges are subject to inspection and product availability.
  • Customized or altered wigs are not eligible for exchange.
  • Customers must obtain approval before returning an item.

Where an error is confirmed to be on our part, we will communicate the appropriate resolution.

6. Delivery Charges

  • Where a return or exchange is required because of a verified error on our part, the responsibility for applicable delivery charges will be communicated to the customer.
  • Where a return or exchange is requested for reasons not attributable to us, the customer will be responsible for the applicable delivery costs.
  • If delivery fails because the recipient is unavailable or incorrect delivery details were provided, additional delivery charges may apply.
  • Delivery delays caused by logistics companies or circumstances beyond our control do not automatically qualify an order for compensation.

For delivery timelines and shipping conditions, see our Shipping & Delivery Policy.

7. Refund Processing

Although our policy is that sales are final and refunds are not offered, any refund that is exceptionally approved will be processed within 48 hours of our receiving the returned wig.

The returned item must first be received and assessed before the approved refund is processed.

This provision does not limit any refund rights that may apply under applicable consumer protection laws.

8. How to Report an Issue

To report a problem with your order:

  1. Contact us through our official business communication channels (below) within 24 hours of delivery.
  2. Provide your order details and explain the issue clearly.
  3. Submit clear photos and videos showing the item and the reported issue.
  4. Wait for our review and approval before returning the item.
  5. Follow the return instructions provided by our team.

Please do not alter or use the wig while your complaint is being reviewed.

9. Final Notice

We encourage all customers to carefully review product descriptions, specifications, and available images before placing an order.

Ivy Luxury Empire is committed to treating customers fairly while maintaining clear business policies. All complaints will be reviewed based on the circumstances, the condition of the item, and the terms of this policy, subject to applicable consumer protection laws.

Thank you for choosing Ivy Luxury Empire.