Return & Exchange

Your satisfaction is our goal. Please feel free to contact us via email for returning any eligible item within 7 days after receiving your original parcel.

Something You Need to Know Before Return:

1: If you believe you have received a defective item or have any problems of the hair, please contact us via service@butyouhair.com within 7 days of receipt, and our customer service will reply ASAP. Kindly notice that unauthorized returns and returns over 7 days will not be accepted. Due to time difference, our service time is 09:00-21:00 GMT +8. Kindly leave messages during service time.

2: Kindly contact our customer service via email and get the return address and other details for your return. Send the item(s) back after receiving the confirmation and email us the tracking number.Please note that unauthorized returns will not be accepted.Any extra fee caused by not following the instructions we offered is borne by the buyer.

3: To be eligible for a return, your item must be unused, in the same condition that you received, and in its original packaging (including all the gifts). We also require a receipt or proof of purchase to complete your return.

4: Customers may need to pay the return cost. Please keep the hair in itsoriginal condition for inspection. The refund will be rejected if the hair is used, washed, or have its lace cut, etc. We may also deduct the refund for short of gift(s).

5: Your refund will be processed and automatically applied to your original payment

account after inspection. Kindly emnail us before the refund process if there's any changes for your payment account. We hold no responsibility as soon as the refund has been processed.

6: Kindly notice that customized orders are not eligible for returns. Confirm all the details of your requirements before making customization to your order.

7: If the returning is due to our responsibilities (such as: incorrect products, quality problem of products, etc.), we will provide a full refund for you.

8: If the returning is due to the buyer's responsibilities (such as: don't like/don't want, order wrong product/size, etc.), we will take off $10 from your refund as loss of freight and

handling fee.

Cancellation & Modification:

The customers can cancel the order/item within 12 hours through our customer service via service@motemhair.com You may need to pay a $20 fee for cancellation/modification of

personal reasons. Kindly notice that we cannot cancel the order if the product is already shipped out.

Excessive Returns:

Information you leave on the website is safely protected. In the case that a customer's return history may be indicative of fraudulent activity,our Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or

determine if we need to refuse service going forward. While we never want to reject a customer, we must ensure the safety, welfare, and comfort of all customers across the globe.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, Please contact our Customer service at
service@motemhair.com to get the return address.

After receiving the package, we will refund you immediately.

Refund amount

We will refund according to the actual situation, for example: wrong goods sent, long transit time, unsatisfactory quality, up to 30% refund (excluding shipping costs)