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A simple, fair return policy
We want you to be happy with the hair you order. If something is wrong with what arrives, or you simply changed your mind, here is exactly how we handle it.
7-day window
Reach out within 7 days of delivery to start a return.
Easy process
Message us on WhatsApp with your order number and reason.
Refund in 3–5 days
Once approved, refunds settle within 3–5 business days.
Policy
How returns and exchanges work.
Returns
- Return within 7 days of delivery for a full refund.
- Hair must be unopened, unworn, and in its original packaging, braiding hair is a hygiene product, so opened packs cannot go back into stock.
- Customer covers return shipping for change-of-mind returns.
- Approved refunds are credited within 3–5 business days to the original payment method.
Exchanges
- Wrong shade or length? Send us a photo within 7 days and we will exchange it for the right pack.
- Exchanges follow the same condition rules as returns: unopened and original packaging.
- Adahair covers shipping when the exchange is due to our error (wrong shade picked, wrong length sent).
Damaged or wrong on arrival
- If a pack arrives damaged or you received the wrong product, message WhatsApp within 48 hours with two clear photos.
- We arrange a replacement at no cost, no return shipping needed for the original pack.
How to start a return
- Send a WhatsApp message with: your order number, reason for return, and a photo of the unopened pack.
- We respond within 24 hours with the next step (return address or replacement plan).
- Drop off the package or arrange a pickup with our courier; we will share an exact address once your return is approved.
Exclusions
Items we cannot accept back
- Opened packs (any tape or seal broken)
- Hair that has been washed, dyed, or installed
- Custom-blended or pre-cut orders
- Color swatch rings (final sale)
- Sale-tagged items marked "Final Sale"
- Gift cards
FAQ
Common questions
Can I return hair that I have already opened?
No. Once a pack is opened it cannot be re-sold for hygiene reasons. If the hair has a quality issue (shedding, tangling, wrong texture) please send photos on WhatsApp within 48 hours of opening, we will assess and replace if it is a manufacturing fault.
I bought during a sale. Can I return it?
Sale items are eligible unless they are explicitly tagged "Final Sale" on the product page. Final-sale tags are clearly shown before checkout.
How long does the refund take?
Once we receive and inspect the return, refunds are issued within 3–5 business days. Mobile money tends to settle faster than card refunds.
Do you cover return shipping?
When the return is due to our error (wrong shade, damaged pack, wrong product) we cover shipping both ways. For change-of-mind returns, you cover the return shipping.
Can I exchange for a different colour or length?
Yes, within 7 days of delivery, on unopened packs. Message us on WhatsApp and we will arrange the swap. If the new product costs more we share the difference; if it costs less we refund the difference.
What if I'm not sure about the colour before I order?
Order a swatch ring first. They are inexpensive, ship in 1–2 days, and let you compare in real daylight before you commit to a full bundle.
Need to start a return
Message us on WhatsApp.
Send your order number and a short note. We respond within a day, most returns are settled in a single conversation.
