Return & Refund Policy

At THE FOX HAIR, customer satisfaction is our top priority. We want you to love your new look! If you are not entirely satisfied with your purchase, we are here to help.

1. 30-Day Return & Exchange Eligibility

We gladly accept returns and exchanges within 30 days of receiving your original order. To be eligible for a return, please ensure the items meet the following conditions:

Original Factory Condition: Items must be unworn, unaltered, undamaged, and with all original tags and packaging attached.
Intact Lace: For wigs and closures, the lace must NOT have been cut, bleached, or trimmed, and the hair must be unwashed and unworn. Due to hygiene and safety reasons, used or altered products cannot be accepted.
Non-Returnable Items:
- Cap-size customized wigs
- Clearance or final sale items
- Specially customized products (custom color/style)
- Care & styling products, accessories, and free gifts (free gifts must be shipped back together with the original package if a full return is requested).

2. How to Initiate a Return or Exchange

Important Note: You must contact our customer service team to obtain the correct return address before sending any items back. Unauthorized returns will not be accepted.

Step 1: Contact Us

Reach out to our support team at support@thefoxhair.com or via Live Chat within 30 days of delivery. Please provide your order number and the reason for your return (along with photos if there is any defect).
Step 2: Ship the Item Back

Once your return request is approved, we will provide you with the return shipping address. Please ship the item back and email us your tracking number.
Step 3: Inspection & Processing

Once your returned package is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

3. Shipping Fees for Returns

Seller’s Error: If the return is due to our mistake (such as receiving an incorrect item, wrong size, or an evident manufacturing defect), THE FOX HAIR will cover the return shipping cost.
Buyer’s Preference: If the return is due to personal reasons (e.g., changed mind, ordered the wrong size/style), the buyer is responsible for the return shipping fee, and a $20 shipping loss fee may be deducted from your refund.

4. Refund Details & Processing Time

Refund Channels: Refunds will be issued directly back to your original payment method.
Processing Timeframes:
- PayPal: 1–3 business days.
- Credit / Debit Cards (Visa, Master, etc.): 7–10 business days (depending on your local bank processing time).
Partial Refunds: If an item is returned damaged, used, or missing parts due to customer handling, a partial refund may be applied upon agreement with customer service.

5. Order Exchanges

If you prefer an exchange instead of a refund:

Once your returned item is received and inspected in good condition, we will process your exchange.
If the new item has a higher price, you will need to pay the price difference. If it is lower, we will refund the difference to you and ship out your new package promptly.

If you have any questions regarding our return policy, please feel free to contact us at support@thefoxhair.com.