Refund policy
KELO LUXURY HAIR RETURN & REFUND POLICY
Due to the hygienic nature of human-hair products, all sales are final. We do not accept returns or exchanges because of a change of mind, incorrect length or lace-size selection, color expectations, or failure to review the product description before purchasing.
ORDER CANCELLATIONS
Cancellation requests must be submitted within 12 hours of purchase. Once an order has entered processing, production, or fulfillment, it cannot be canceled or modified. Made-to-order and special-order products cannot be canceled after processing begins.
DAMAGED, DEFECTIVE, OR INCORRECT ORDERS
Please inspect your order immediately after delivery. If you receive an incorrect, damaged, or potentially defective item, contact Kelo Luxury Hair within 48 hours of the carrier’s confirmed delivery time.
Your request must include:
• Your full name and order number
• Clear photographs of the item and packaging
• A clear, unedited video showing the reported issue
• A description of the issue
Submitting a claim does not automatically guarantee a refund. Once the claim is reviewed and verified, Kelo Luxury Hair will provide an appropriate resolution, which may include a replacement, exchange, store credit, or refund.
PRODUCT CONDITION
To qualify for review, the hair must remain completely unused and in its original condition and packaging. The lace, tags, bands, ties, and seals must remain intact.
We cannot approve a claim after the hair has been:
• Installed, worn, brushed, or combed
• Washed, conditioned, bleached, dyed, or chemically treated
• Cut, trimmed, layered, or altered
• Exposed to glue, adhesive, makeup, spray, heat, or styling products
• Removed from its original ties, bands, or packaging in a way that prevents inspection
• Altered by cutting or tinting the lace
Hair that has been installed or altered is considered accepted by the customer.
NATURAL CHARACTERISTICS
Human hair can have slight variations in color, wave or curl pattern, texture, and appearance. Product appearance may also vary based on lighting, styling, maintenance, and screen settings. These natural variations are not automatically considered defects.
RETURN AUTHORIZATION
Do not mail an item back without written authorization from Kelo Luxury Hair. Unauthorized returns will not be accepted. If a return is approved, instructions and the correct return address will be provided.
Approved items must be shipped within the timeframe provided in the authorization. Customers may be responsible for return shipping unless Kelo Luxury Hair confirms that the original order was incorrect, damaged, or defective.
REFUNDS
When a refund is approved, it will be issued to the original payment method. Financial institutions may require additional business days to post the funds. Original shipping charges are nonrefundable unless the refund results from an error by Kelo Luxury Hair.
DELIVERY CONCERNS
Kelo Luxury Hair is not responsible for delays caused by carriers, weather, incorrect addresses supplied by customers, or other circumstances outside our control. Orders marked delivered by the carrier must first be investigated through the carrier. Please contact us promptly so we can assist with the appropriate next steps.
CONTACT US
For cancellation requests or order concerns, contact Kelo Luxury Hair through the contact information provided on our website. Include your order number in all correspondence.