Thank you for shopping with Magic Shelf. We want you to be thrilled with your new hair, but we understand that sometimes a return is necessary. This policy explains our process, timelines, and hygiene requirements.
1. Overview
We offer a 30-day return window from the date you receive your order. To maintain health and safety standards, items must be unworn, uncut, and in their original factory packaging with all tags and hygiene seals intact.
2. Hygiene & Safety (Non-Returnable Items)
Due to the nature of hair products, we cannot accept returns for:
- Wigs or extensions that have been worn, brushed, or styled.
- Items where the gold/elastic security ties have been removed or loosened.
- Hair that has been chemically treated, dyed, or cut.
- Products with odors (perfume, smoke, etc.) or styling product residue.
- Final Sale items or custom-made hair orders.
3. Eligibility for Returns
To qualify for a return:
- The request must be made within 30 days of delivery.
- The item must be in its original condition and original packaging.
- Proof of purchase from Magic Shelf is required.
4. The Return Process
- Contact Us: Email us at [email protected] to initiate a request. Please include your order number and photos of the item.
- Authorization: We will provide you with return instructions. Do not send items back without prior authorization.
- Shipping: Unless the item is defective or we made a shipping error, you are responsible for return shipping costs. We strongly recommend using a trackable service.
- Inspection: Once received, our team will inspect the hair. If it meets our hygiene standards, your refund will be approved.
5. Refunds
- Method: Approved refunds are issued to the original payment method.
- Timeline: Please allow 5–10 business days for us to process your return once it arrives. Your bank may take an additional 3–10 days to post the credit.
- Amount: We refund the purchase price minus original shipping fees (unless the return is due to our error).
6. Damaged or Defective Items
If your hair arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery. Provide clear photos of the issue via email. We will provide a replacement or full refund for verified defects.
7. Exchanges
The fastest way to get a different style or color is to return your original item for a refund and place a new order on our website.
8. Contact Information
For all return-related questions, please reach out to our support team:
Email: [email protected]
Phone: +1 (438) 467-1026
Address:
2A Rue Lalonde
Ste-Anne-de-Bellevue, QC H9X 1Z9
Canada