Return & Refund Policy

Return & Refund Policy

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Last updated: May 30, 2026

Every ArliaHair product includes a customization element. Some items may be pre-produced or ready-to-finish, but each order still requires final customization, checking, finishing, and packing before dispatch. For hygiene, chain-of-custody, and made-to-order reasons, we cannot accept returns or exchanges for preference, change of mind, shade-matching disappointment, or ordering the wrong item. Quality issues, wrong items, missing pieces, and shipping damage are handled separately and seriously.

1. At a Glance

All ArliaHair hair products include a customization element and are final sale once production or order-specific finishing has started.

We do not accept returns or exchanges for preference, change of mind, shade or length expectations where the item matches the order, installation issues, or products that have been opened, worn, altered, washed, dyed, cut, or otherwise used.

Quality issues, wrong items, missing pieces, or transit damage must be reported within 7 calendar days of delivery with clear daylight photos and order details.

Once a qualifying issue is verified, we will provide the appropriate remedy, which may include immediate reshipment/replacement, a refund to the original payment method where appropriate, or another solution required by applicable law.

Order cancellations are accepted within 8 hours after purchase, measured by the time you send an online message or email. Once production or order-specific finishing has started, the order cannot be canceled.

EU and UK customers - made-to-order or personalized goods are excluded from the standard 14-day distance-selling cooling-off period where applicable. Quality rights under local consumer law remain unaffected.

2. Business Information

ArliaHair is operated by Yoseen Hair Limited, Business Registration No. 80004147, FLAT 1506, 15/F, CHEUNG FUNG COMMERCIAL BLDG, 21-25 CHEUNG SHA WAN ROAD, SHAM SHUI PO, HONG KONG 999077.

Website: ArliaHair.com. General support: support@arliahair.com. Quality concerns and refund questions: returns@arliahair.com.

3. Before You Order - Pre-Purchase Support

Because every order is finished to your selected shade, length, and order details, getting the selection right before checkout is important. We recommend using our pre-purchase support before ordering:

Free stylist photo consult - email a daylight photo of your hair to support@arliahair.com or message us through the site. Our stylist team can provide a shade recommendation.

Color quiz - answer the questions at ArliaHair.com/quiz where available.

Swatch ring - compare shades in daylight, indoor light, and salon light before purchasing a full set.

4. Cancellation Policy

You may request cancellation within 8 hours after placing the order. The time of cancellation is measured by when you send the online message or email requesting cancellation.

If the cancellation request is received within 8 hours and production or order-specific finishing has not started, we will cancel the order and refund the payment to the original payment method where possible.

Once production, customization, final finishing, or dispatch preparation has started, the order cannot be canceled because the product has entered the made-to-order workflow.

5. Why Returns Are Limited

ArliaHair products are finished for the customer's selected shade, length, and order requirements. Even pre-produced stock requires order-specific finishing before shipment. Returned hair products cannot reliably re-enter inventory as new because of hygiene, chain-of-custody, packaging, and product-integrity standards. This policy allows us to keep pricing tied to the item you receive rather than building broad return costs into every order.

6. Quality Concerns, Wrong Items, Missing Pieces, or Transit Damage

When we get something wrong, we fix it. Please report the issue within 7 calendar days of delivery by emailing returns@arliahair.com with your order number, a short description, and clear daylight photos.

Please include photos of the outer carton, shipping label, security seal or inner packaging, and the product or missing/wrong component. For damage claims, keep all packaging until the carrier investigation is complete.

Qualifying issues include:

Wrong item, shade, length, or product label that does not match the order confirmation.

Missing pieces or an incomplete set.

Transit damage that affected the product and is reported with packaging evidence.

Verifiable manufacturing defect, such as abnormal shedding, severe tangling, or construction issues outside published tolerances.

Resolution - once verified, we will provide the appropriate remedy. For wrong items, missing pieces, or shipping damage, we will normally arrange immediate reshipment or replacement at no extra cost. Where replacement is not available or another remedy is required by applicable law, we may provide a refund to the original payment method or another lawful solution.

7. What Is Not Eligible

Shade or length looked different on screen, in person, or against your hair than expected, when the item and label match the order.

Change of mind, no longer needed, or ordered the wrong extension type.

Application, installation, removal, salon-side, or care-related issues.

Damage caused after opening or use, including heat, dye, cutting, washing with non-recommended products, improper storage, normal wear and tear, or alteration.

Custom-blended shades, custom lengths, ultra-custom orders, color rings, swatch sets, opened care products, gift cards, vouchers, and store credit.

Products returned without prior authorization or outside the verified quality-issue process.

8. Refund Timing

Approved refunds are returned to the original payment method where possible. Processing time depends on the payment provider, card issuer, or bank. Shipping charges, duties, import fees, customs handling fees, and currency-conversion charges may be non-refundable unless required by law.

9. Consumer Rights

Nothing in this policy limits non-waivable rights under applicable consumer protection law, including rights for goods that do not match their description or are not of satisfactory quality. This policy explains how we handle those concerns through our 7-day quality reporting process and applicable legal remedies.

Distance-selling cooling-off period (EU/UK) - goods made to the consumer's specifications or clearly personalized may be excluded from the standard 14-day right to cancel. ArliaHair products include a customization element and enter an order-specific workflow after acceptance.

California (US) - this policy is conspicuously posted. By placing an order, you acknowledge having read this policy before purchase.

10. Contact

Pre-purchase shade help & general questions - support@arliahair.com.

Quality concerns, wrong items, missing pieces, transit damage, cancellations, and refund questions - returns@arliahair.com.