Policy

Refunds & Returns

At DT Luxé Hairs, your satisfaction means everything to us. If something isn't right, we'll make it right. Please read our full policy below.

Return Window

We offer a 14-day return window from the date your order is delivered. If you're not completely satisfied with your purchase, you may request a return within this period.

The 14-day period begins from the date of delivery, not the date of purchase.

Eligibility Conditions

To be eligible for a return, items must meet all of the following conditions:

Unused and unworn — the hair must not have been installed, cut, coloured, or altered in any way

Original packaging — returned in the same packaging with all tags, bands, and accessories attached

Proof of purchase — please include your order number or confirmation email

No odours or residue — items must be free from perfume, smoke, or any product residue

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on the following:

Hair that has been worn, installed, cut, coloured, or altered in any way cannot be returned. Custom or made-to-order pieces are also final sale. Sale or clearance items are non-refundable unless received damaged or faulty.

How to Start a Return

Step 1: Email our team at esther@dtluxehairs.com with your order number and reason for return

Step 2: Our team will review your request and provide a return authorisation within 24 hours

Step 3: Ship the item back using a tracked delivery service — we recommend keeping your proof of postage

Step 4: Once we receive and inspect your return, we'll process your refund within 3–5 working days

Please do not send returns without contacting us first — unauthorised returns may not be processed.

Refund Details

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed as follows:

Refunds are issued to your original payment method — the same card or account used at checkout

Processing time is 3–5 working days from when we receive the returned item

Your bank may take an additional 5–10 working days to reflect the refund in your account

Shipping costs are non-refundable unless the return is due to our error or a faulty product

Damaged or Faulty Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

Your order number

Clear photos of the damage or fault

A brief description of the issue

We will replace the item at no cost to you or issue a full refund including shipping — no questions asked.

Exchanges

We currently do not offer direct exchanges. If you'd like a different product, please return your original item for a refund and place a new order.

This ensures you receive your new item as quickly as possible without waiting for us to process the return first.

Need Help With a Return?

Our team typically responds within 2 hours during business hours. We're here to make the process as smooth as possible.

Refund and Returns Policy

Refunds & Returns