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RETURN POLICY

New Times Hair never stops providing the best products and services for our customers.

All custom hair systems may be repaired or remade or refunded for any problems attributable to our side as long as we receive your return within 3 months of the shipment date. 

If you ordered the wrong custom-made hair system by mistake, the hair system cannot be returned for a refund. If you would like us to adjust it, extra costs will be charged accordingly, including shipping.

Our Exchange Procedure

Step 1: Request a return/exchange via DM or Email and provide us with your order number, detailed reason for the return, and images of the damage if there is any.

Step 2: Our customer service or sales representatives will authorize your request and send you the address to ship your item(s) back.

Step 3: All returned items will be inspected when we receive them to check if they qualify for a return.

*N/B: items that will not be approved for a return: stock orders that have been altered, worn, washed, damaged, or are not in their original packaging. 

Step 4: Once your return is accepted, we will process a refund to your original payment account or ship the item(s) you requested to you within 3-5 business days.

 Please find answer to our most frequently asked questions below.

1. Who is responsible for the shipping cost?

The shipping cost of the return is paid for by New Times Hair if we created the problem that led to the return. Otherwise, the cost is the sole responsibility of the customer.

2. Can I cancel my custom order?

A: You can cancel your order if it has not been arranged for production.

B: If we have started producing your order, you will only receive partial refund in order to cover the labor and material costs incurred. Please reach your sales representative to see how much refund you would get. 

C: Your order cannot be canceled if the order has been completed or is to be completed very soon.

 3. Do you refund repair orders?

We do not refund repair orders under any condition.

If you are not satisfied with the repair, we can help you adjust it as per your request, please return it within 30 days after receiving it.

4. Can I get a faster exchange?

All exchanges take a very long time if you follow the standard exchange procedure. If you wish to receive the exchange faster, we suggest you place a new order online before making the return.