Returns and Refunds
Return Policy
We will only accept returns of faulty items, including any defects or damages incurred during the manufacturing or delivery process. Customers must notify us of any faults within 48 hours of receiving their products, and all returns must be made within 14 days from the date of receipt.
Customers must provide clear pictures or images of the faulty products as evidence to support their return request. These images should clearly show the fault or damage, and must be submitted to us within 48 hours of receiving the products.
In cases where the fault or damage cannot be clearly shown in images or pictures, we reserve the right to deny the return request or to charge a restocking fee.
All returned items will be inspected to verify their condition and authenticity before a refund or exchange is issued. Items that do not meet our return policy criteria will be returned to the customer at their expense.
Non-returnable items
We do not accept returns or refunds for items that have been used, altered, or damaged by the customer. We also do not accept returns or refunds for items that have been customized, including custom colors or lengths.
For items that are not faulty, including items that were ordered in error or changed the customer’s mind, we do not allow returns. These items are considered non-returnable and will not be accepted for refunds or exchanges.
Return shipping
Customers are responsible for the cost of return shipping, except in cases where the item was faulty due to our error. We recommend that customers use a trackable shipping method and keep their shipping receipt until their refund or exchange has been processed.
We take no responsibility for returns lost by postal services.
Refund Policy
If a customer receives a faulty item, we will offer a full refund or replacement. Refunds or exchanges will be the equivalent value of products received. Refunds will be processed within 14 business days of receipt of the returned item, and we will notify the customer of the status of their refund via email or Whatsapp.
However, please note that the original shipping cost will not be refunded. This means that the customer will be responsible for any shipping costs incurred for the original delivery of the item.
If a customer changes their mind or orders in error, especially when the order has not been completed yet, we reserve the right to deny the request for a refund of the deposit or a refund of the full payment. Please double-check your order before making the payment.
Exchanges
If a customer receives a faulty item and wishes to exchange it for a replacement, we will gladly offer an exchange. Customers must return the faulty item within 14 days of receipt, and the replacement item will be made and shipped out once the faulty item has been received.
Incorrect Order Received
If a customer receives an order that is different from what they originally purchased, they should notify us within 48 hours of receiving the product. We will provide a prepaid shipping label for the return of the incorrect product. The product should be in its original, unopened condition, with all original packaging and accessories. Please ensure that the item is packed securely to avoid damage during transit.
Before we can dispatch the correct item, the incorrectly sent product must be returned to our company. Once we receive the returned product and verify its condition, we will immediately dispatch the correct item to the customer. We strive to expedite this process to minimize any inconvenience.
All shipping and handling charges for the return and replacement process will be borne by our company. The customer will not incur any additional costs for the exchange due to our error. We aim to complete the exchange process, including the dispatch of the correct item, within 7-10 business days after receiving the returned product.
Note: this exchange policy is applicable only in cases where the error is on our part. Items ordered incorrectly by the customer are subject to our standard return and refund policy.
How to request
To request a refund or exchange, customers must inform us within 14 days of receipt by calling (or send Whatsapp messages) to +84968848980 or by email: contact@toupee.vn, quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Our returns address is:
Toupee Corp
#82/523 Minh Khai St.
Vinh Tuy Ward, Hanoi, Vietnam
We believe that implementing these policies will help to ensure customer satisfaction while protecting our business interests.