POLICY

Here at ESTAAHAIR, we ensure that our hair is of the best quality for our customers. We are wholeheartedly dedicated to providing superior products for our customers all over the world. Our 100% raw and virgin hair has been thoroughly tested to assure impeccable quality and standards. We guarantee countless wears and endless styles with our hair. For questions on preservation and upkeep, please visit our Hair Maintenance guidelines and recommendations. Before ordering on estaahair.com, we recommend reading all the policies below to familiarize yourself with our process.

 ORDER CANCELLATION POLICY 

Any item purchased in our online store can be fully cancelled and refunded up to 24 hours after the date of purchase on our website.

After 24 hours, no return or cancellation will be granted (more information in our Return and Exchange Policy below). 

Steps to cancel your order (no later than 24 hours after purchase)

– Locate the order number (example: 72114) sent to your email or phone number upon purchase on our website. Use the order number as the subject for the email for communication to start the order cancellation process for a full and complete refund.
– Send us an email to estaahair@gmail.com with the SUBJECT: Cancel Order: XXXXX (Write your order number here). Order cancellations are only initiated via email.

– Upon receipt of your email, we’ll contact you within 48 – 72 hours and proceed to refund your order.

Keep in mind that if we receive your request for cancellation after the required 24 hours of courtesy, your order would not be cancelled or refunded. 

ITEMS NOT AS DESCRIBED POLICY. 

Please contact estaahair@gmail.com or +2348182543568 no later than 48 hours from the carrier delivery date to notify us of the issue. No refund, return or exchange will be granted if the issue is not communicated within the 48 hours time frame. Additionally, due to sanitary precautions related to the current COVID-19 pandemic and to protect the health of our employees, all items must be in their original packaging in order for the refund to be granted. 

For example, if the delivery date is 2/15/2020 at 2:00 pm, you have until 2/17/2020 at 2:01 pm to contact us regarding the issue in order to start the refund process. All communications received after that date will be denied a refund. 

The customers ought to provide evidence regarding the issue. Evidence can be a video or a picture of the issue noted. Upon submission of evidence, Estaahair is to determine the resolution process. If Estaahair determines that a return is warranted, the normal process for a return related to “item received is not as described” is the following:

1. Take a picture/ video of the item in its original packaging (item must be in its original packaging) and send it to estaahair@gmail.com or +2348182543568. Upon confirmation of the original condition of the item, a return address will be sent to the customer.

2. Upon receipt of the item, please allow 48 hours for our team to double-check the condition of the item purchased and process a refund.

3. For a full refund to be processed, the item needs to be in its original packaging, unworn and unused. Once the package is received (delivery date per carrier), an Estaahair representative will take a video from the time the package sent back is opened to the time it is inspected to confirm the item is in its original condition

4. If the item is in its original condition/package, Estaahair will issue a full and complete refund within 5 business days.

5. The customer will receive a notification email or message regarding the refund. It can take up to 24hours after the refund is done for money to reflect in your account.

6. No full refund will be made if the hair has been altered, used or is not in the original package.  

EXCHANGE POLICY

Hairs can be exchanged within a maximum of 30 days after purchase. If after purchasing a wig you have a complaint kindly make a video and send it to estaahair@gmail.com or +2348182543568. Upon receipt of the video, you would be contacted and where necessary an exchange would be made. In a situation where the hair has been used and an exchange is not possible, the wig would be sent back and when the wig is received a 30% fee will be deducted from the total amount and a refund of 70% on the total fee would be made. The shipping fee is none refundable.

ALTERATION BY THIRD-PARTY POLICY

We recommend using licensed, professional or knowledgeable hairstylists for all items purchased on our website. Estaahair is not liable for alterations performed on our products by third parties. This includes alterations made by other hairdressers or hairstylists. No refund is granted on Estaahair purchases altered by third parties. Refunds or Exchanges must follow the Refund or Exchange policy. 

SHIPPING ISSUES

This policy is only applicable to third parties carriers. Estaahair is not responsible/liable for items misplaced or lost by third party carriers. In order to mitigate the risks related to shipped orders, the client bears the sole responsibility of losing items if shipping rates with Insurance are not purchased at checkout. If the shipping rate with Insurance was purchased at checkout, Estaahair orders will be insured for the full value of the purchase. If an insured order is lost or stolen by third party shipping carriers, a full and complete refund is processed if and ONLY if all the following criteria are met:

1. The customer did not incorrectly enter the shipping address at the time of purchase

2. A customer address is not secure and delivery instructions have been updated

3. A claim is accepted by the shipping carrier for the entire value of the purchase

 4. Entire value of the purchase has been reimbursed to Estaahair by the third party shipping carrier5. Timeframe to receive a complete refund is fully dependant on the specific carrier claims resolution process. Please refer to the carrier website to understand their policies and procedures around the claims resolution process and timeline. 

SALES PRODUCT REFUND POLICY

All items purchased on sale or with promotional codes are FINAL SALES. Unfortunately, sale items cannot be refunded. Gift Cards are also non-refundable. By making a purchase from Estaahair, you confirmed that you read and understand our policies and agree to abide by them.  If you have any further questions or concerns email us at estaahair@gmail.com or send a message to +2348182543568. Please allow 24 – 72 hrs to respond to your inquiries. 

Please note the following exceptions to our return and refund policy:

  • Discounted items are final and cannot be returned or exchanged
  • Returned items must have tags still on and be returned in original product packaging
  • Returned items must have no visible signs of wear or use