top of page

WORLDWIDE SHIPPING | DHL EXPRESS

REFUND, RETURNS & EXCHANGES POLICY

Important – Shipping & Return Costs
 

Hair by V arranges eligible international returns with DHL Express.

A fixed DHL Express return fee applies based on the customer’s region. The return fee is the same as the standard outbound DHL Express shipping rate for that region and includes tracking, insurance and signature-required delivery.
 

  • For eligible EU returns under the statutory right of withdrawal, the original standard outbound shipping charge is refunded. The applicable fixed DHL Express return fee is deducted from the refund.

  • For returns originating outside the European Union, the original outbound shipping charge is non-refundable unless mandatory applicable law requires otherwise. The applicable fixed DHL Express return fee is deducted separately from the refund.
     

Hair by V does not charge a restocking fee for an eligible and compliant return.
 

In-stock items

In-stock items may be returned in accordance with this policy.

The customer must notify Hair by V via info@hairbyv.shop no later than 14 calendar days after receipt that they wish to return the item. After the return request has been received, the customer will receive the necessary return instructions.

The return shipment must then be sent no later than 14 calendar days after the return notification. The customer must retain proof of shipment or drop-off until the return has been received and processed by Hair by V.
 

Belgian customers arrange and pay for their own return shipment.
 

For eligible international returns arranged through Hair by V, a DHL Express return label is provided.
 

The following fixed DHL Express return fees apply and are deducted from the refund:

  • European Union — €65

  • United Kingdom — €65

  • United States — €75

  • Canada — €80

  • Australia & New Zealand — €95

  • Rest of the world — €90

  • Middle East / UAE — €130

  • Israel — €130
     

Shipping and return charges are handled in accordance with this policy, Hair by V’s Terms & Conditions and any mandatory consumer rights that may apply.
 

Pre-orders, custom and personalised items

Pre-orders, custom orders and personalised items are FINAL SALE and, once confirmed, cannot be cancelled, returned, exchanged or refunded.

This includes, among other things, items specially requested or produced after ordering, items manufactured or altered to individual specifications, coloured or cut items, and wigs or toppers whose lace has been cut.

This does not affect rights that cannot be excluded under applicable mandatory law.
 

Sale and stock clearance

Sale and stock-clearance items are FINAL SALE and cannot be returned or exchanged, except where mandatory statutory rights provide otherwise.
 

Trying on and return condition

A return-eligible hair piece may only be tried on carefully and briefly to the extent necessary to assess its nature, characteristics and fit, comparable to what would reasonably be possible in a physical store.

To preserve the value and hygienic condition of the product, the customer is asked not to handle or treat the hair piece beyond what is necessary for that assessment.
 

To qualify for a refund, the returned item should meet the following conditions:

  • all original labels and supplied components are present;

  • the lace has not been cut, torn or altered;

  • the product has not been worn beyond a brief try-on;

  • the product has not been washed, coloured, cut or chemically treated;

  • the product has not been heat styled;

  • no hair products, make-up, self-tanner or other cosmetics have been applied to the hair, lace or base;

  • the product is free from smoke, perfume, pet and other strong odours;

  • the hair has been carefully brushed and all combs and clips are closed;

  • the return shipment is packed carefully and securely.
     

The customer is expressly requested to return the product in its original packaging. This packaging is intended to prevent damage during transport. If the absence of the original packaging or careless packaging causes damage or demonstrable loss of value, this may be taken into account when determining the refund.
 

Diminished value and non-compliant returns

Hair by V carefully inspects every return.

If the customer has handled the product beyond what is necessary to establish its nature, characteristics and functioning, Hair by V may deduct an amount corresponding to the actual diminished value identified, to the extent permitted by applicable law.

The assessment may take into account, among other things, cut or damaged lace, signs of wear, soiling, odour, make-up, self-tanner, hair products, styling, exposure to heat, colouring or chemical treatment, necessary professional cleaning or repair, and the product’s remaining resaleability.

If a return does not comply with the conditions of this policy or cannot be restored to a resalable condition, Hair by V may refuse the return in whole or in part. The product may then be sent back to the customer at the customer’s expense.
 

Refunds

After receipt and inspection of the return, the refund will be processed as soon as possible and within the applicable statutory timeframe using the same payment method as the original transaction, unless otherwise agreed.
 

  • For eligible EU returns under the statutory right of withdrawal, the original standard outbound shipping charge is refunded and the applicable fixed DHL Express return fee is deducted from the refund.

  • For eligible returns originating outside the EU, the original outbound shipping charge is non-refundable unless mandatory applicable law requires otherwise, and the applicable fixed DHL Express return fee is deducted from the refund.
    Import duties, local taxes and other amounts paid directly to third parties are not refunded by Hair by V, except where mandatory law provides otherwise.
     

Hair by V does not charge a restocking fee for an eligible and compliant return.

Once the refund has been processed, the customer will receive confirmation and, where applicable, a credit note. The time it takes for the amount to appear in the customer’s account depends on the processing time of the relevant bank or payment provider.

bottom of page