Refund and Returns Policy

1. Overview
Welcome to PiaPiah Hair. We provide premium 100% human hair bundles, lace wigs, frontal hair, braiding hair and hair extensions. To ensure a transparent shopping experience, this Return & Refund Policy outlines all rules for returns, exchanges, refunds, order cancellations and product claims.
We offer a 45-day return window from the date your order is delivered. All return requests must be authorized by our customer service team before sending items back. Unauthorized returns will be rejected and shipped back to you at your own cost.
2. Eligible Return Conditions
Only products that meet ALL the following standards can be approved for return or exchange:
  1. Request submitted within 45 calendar days after delivery confirmation.
  2. All hair items are 100% unused, unworn, unwashed and unaltered.
  3. Lace wigs: Lace front, baby hair and factory parting are completely uncut, no glue, tape or styling products applied.
  4. Hair bundles: Wefts are intact, no cutting, bleaching, dyeing, heat styling or chemical treatment.
  5. All original tags, satin bags, hair nets and outer packaging are fully attached and undamaged.
  6. No odor of perfume, smoke, food or hair care residue on the hair.
  7. Products can be resold as brand-new after inspection.
If items fail our inspection due to wear, cutting, washing or damage caused by improper use, we will refuse the return and send the package back to you at your expense.
3. Non-Returnable & Final Sale Items
The below products cannot be returned, exchanged or refunded under any circumstances:
  1. All custom-made hair: Custom cap size, customized color, pre-plucked, bleached knots, customized length or density, custom lace wigs.
  2. Clearance, flash sale, discounted promotional bundles and limited-time deal items.
  3. Hair care products, wig caps, combs, adhesives, hair clips and all accessories.
  4. Items worn, cut, washed, dyed, bleached, curled or chemically processed by customers.
  5. Orders returned without prior return authorization from our support team.
  6. Wholesale bulk orders and bulk resale packages.
4. Natural Hair Variation Disclaimer
All our products are 100% virgin human hair from natural donors. Minor differences in shade, wave pattern, thickness and texture between photos and received hair are normal natural variations, not product defects. We do not accept returns simply for color or texture preference mismatch.
5. Damaged, Defective or Wrong Item Claims
If you receive damaged, defective, missing or incorrect hair products:
  1. Contact our support team within 7 days after delivery.
  2. Provide your order number, clear photos/videos of packaging, shipping box and product defects.
  3. We will review your claim within 24–48 business hours.
  4. Once confirmed as our error:
    • We cover all return shipping fees and provide a pre-paid shipping label for US customers.
    • You can choose a full refund, free replacement or store credit without restocking fees.
  5. Claims submitted after 7 days of delivery will not be accepted for damage compensation.
6. Standard Return Process (Change of Mind / Not Defective)
Step 1: Submit a return request
 
Email our support team at support@piapiahair.com, include your order number, return reason and clear photos showing intact, unused hair with original packaging.
Step 2: Wait for authorization
 
Our team will reply within 1–2 business days and send you the official return warehouse address and shipping instructions. Do NOT send items back before receiving approval.
Step 3: Ship back the goods
 
Pack all hair products with full original packaging, attach a note with your order number inside the parcel. Ship within 7 calendar days after receiving return approval. Send us your tracking number once shipped.
Step 4: Inspection & Refund Processing
 
After we receive and inspect the returned items, we process your refund within 3–7 business days. Refunds go back to your original payment account (PayPal / Stripe / Credit Card). Banks may take extra 5–10 working days to complete the transfer.
Cost Responsibility for Standard Returns
  • Return shipping fees are fully borne by customers and non-refundable.
  • A 10% restocking fee will be deducted from your total refund amount to cover sanitation, cleaning and repackaging costs for human hair products.
  • Original order shipping fees are not refundable under any return scenarios.
7. Exchange Policy
Exchanges are available only for eligible unused items within the 45-day window:
  1. Same-value exchange: Only cover the new item difference price if the new hair is more expensive. No restocking fee for same-value exchanges.
  2. Different-value exchange: If the new product costs less, we refund the price gap minus 10% restocking fee.
  3. Exchange shipping cost for sending new hair to you is paid by the customer unless the original item has factory defects.
8. Order Cancellation Rules
  1. Orders can be fully canceled for free before warehouse shipment. Contact support immediately with your order number.
  2. Once shipped, orders cannot be canceled; you need to follow the standard return policy after receiving the package.
  3. Custom orders that have started production: 50% cancellation fee applies to cover labor and raw material costs.
9. Store Credit Option
Instead of cash refund, you can choose store credit for returned eligible items:
  • No restocking fee deducted for store credit.
  • Store credit never expires and can be used for all regular hair products on piapiahair.com.
  • Store credit cannot be converted back to cash or refunded.
10. Shipping Refusal & Undeliverable Packages
If you refuse delivery, provide an incorrect address or fail to pick up the package, once returned to our warehouse:
  • We will deduct original outbound shipping fees and return shipping fees from your refund.
  • A 10% restocking fee will also apply. Partial refund only, full refund is not available for refused parcels.
11. Policy Updates
PiaPiah Hair reserves the right to revise this Return & Refund Policy at any time. Updated terms will be posted on this page with a new effective date. All orders are governed by the policy version published on our website at the time of purchase.
12. Contact Us For Return Support
If you have any questions about returns, refunds, exchanges or claims:
  • Official Email: support@piapiahair.com
  • Website: https://piapiahair.com
  • Working Hours: Monday – Saturday, 9:00 – 18:00 (UTC-5 Eastern Time)