RETURNS, EXCHANGES & TERMS

1. Stock Hair Systems

Stock hair systems are pre-made units and may only be refunded or restocked when returned in brand-new condition.

A. Uncut & Unaltered Stock Units
Hollywood Lace will:

• Provide a full refund or exchange when returned within 30 days
• Require a completed return and exchange form
• Units must be new, uncut, unwashed, unaltered, and not worn.

B. Cut, Styled, or Altered Stock Units (Not Significantly Worn). If a stock unit has been cut, thinned, colored, permed, or styled — but is not significantly worn — Hollywood Lace will:

• Offer a one-time replacement for $99 plus shipping cost
• Require a completed return and exchange form

A unit is considered significantly worn if:

• Adhesives were applied
• The hair was washed
• The base shows visible wear or residue
• Strong odors are present

The unit cannot reasonably be resold.

Significantly worn units are not eligible for refunds, exchanges, or courtesy discounts.

2. Custom Hair Systems

Custom hair systems are not refundable under any circumstances.

Each custom system is individually handcrafted according to the customer’s requested size, base design, density, curl pattern, hair type, and color. Because these systems are made for one individual only, they cannot be resold or restocked.

A. If Hollywood Lace made the mistake

If the delivered system does not match the approved specifications due to a confirmed Hollywood Lace error, Hollywood Lace will:

• Remake or adjust the system at no cost
• Provide a prepaid return label when requested within 30 days of package receipt

Hollywood Lace will review the order details, approved specifications, and returned unit to determine whether the issue resulted from customer input, normal production tolerance, or a confirmed error.

Cash refunds are never issued for custom hair systems.
The sole remedy is a remake or adjustment.

B. If the customer provided incorrect specifications Hollywood Lace will:

• Offer a one-time remake or adjustment at 50% off the current retail price
• Require the original unit to be returned for evaluation when necessary

Refunds are not provided when issues result from customer-submitted specifications.

Production Tolerances

Because hair systems are handcrafted, minor variations in density, color tone, curl pattern, ventilation, and hair direction are considered normal and do not constitute defects.

3. Conditions for All Returns & Exchanges

All returns and exchanges must:

• Be initiated within 30 days of delivery
• Not be significantly worn
• Not be washed, heavily cut, colored, or altered beyond permitted limits
• Include a fully completed return and exchange form
• Service fees (cut-to-size, hair-cutting, thinning, perm, color, or other services) are not refundable unless Hollywood Lace is at fault.

Hollywood Lace reserves the right to refuse returns or exchanges for hygiene or safety reasons, and to cancel any courtesy, discount, or remake if abuse, fraud, or misrepresentation is detected.

4. Inspection Upon Delivery

Customers are responsible for inspecting their hair system promptly upon delivery. Any concerns regarding size, base type, density, or color must be reported within 72 hours of delivery. Failure to report issues within this timeframe constitutes acceptance of the product as delivered.

5. Hair Shedding & Product Lifespan

All hair systems experience normal shedding over time. Shedding is a natural occurrence and does not constitute a defect. The degree of shedding may vary based on attachment method, maintenance practices, environmental conditions, and frequency of wear.

Hair systems are cosmetic products with a finite lifespan and are not guaranteed to last for any specific duration. Because these factors are beyond the control of Hollywood Lace, Hollywood Lace is not responsible for shedding once a hair system has been worn. Worn hair systems are not eligible for return or exchange due to shedding.

6. Custom Hair System Delivery Time

Custom hair systems are handcrafted therefore no exact date can be promised. Production does not begin until all the specifications are received and confirmed. Timelines may vary based on density, base size, base type, hair length, color, and overall customization.

In most cases, estimated production timelines are accurate. However, because each system is made by hand and involves multiple production stages, variations can occasionally occur.

Delivery dates are estimates only and cannot be guaranteed.

Rush and Super Rush Services

Rush and Super Rush services are available for an additional fee and are intended to prioritize and accelerate production by allocating additional labor and resources to your order. This means we work longer hours and with increased urgency on your unit.

We absorb significantly higher production costs when Rush or Super Rush service is selected. In most cases, estimated timelines are met; however, no completion date can be guaranteed, even with expedited service.

Rush and Super Rush fees are non-refundable, even if production extends beyond the estimated time frame. Refunds are not permitted for any reason related to production time, delays, or estimated completion dates.

We strongly recommend ordering well in advance. If timing is critical, a stock hair system may be a suitable interim option.

7. Stock Hair System Delivery Time

Stock units ship the same business day when available at our U.S. office

Overseas transfers may require 8–14 additional days

Haircuts, sizing, or modifications add 3–8 business days

8. Payment Disputes & Chargebacks

Customers agree to contact Hollywood Lace directly to resolve concerns before filing a dispute or chargeback.

Hollywood Lace will contest improper chargebacks and may provide:

• This policy
• Order details and specifications
• Photographs
• Delivery confirmation
• Communication records

Improper or fraudulent chargebacks may result in financial responsibility as allowed by law, suspension of ordering privileges, or refusal of future service.

9. Color Disclaimer

We strive to display colors as accurately as possible; however, monitor settings vary and color accuracy cannot be guaranteed.

Sending a hair sample is strongly recommended. Incorrect color selections made by the customer may require additional fees for replacement.

10. Events Outside Our Control

Hollywood Lace is not responsible for delays or failures caused by events beyond our control, including customs delays, shipping disruptions, labor shortages, natural disasters, or government actions.