Return and Refund Policy

Your satisfaction is our goal. If you are unhappy with your purchase, please make sure to contact us with email at first. The unauthorized returns will not be accepted.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. All merchandise returns must be unworn, unwashed, original lace( uncut ), original curl pattern( undispersed ), and still, have the original package & gifts attached.

Helpful Hint:

We recommend shipping packages back using USPS Flat Rate shipping with a tracking number for convenience, as we are not responsible for lost packages or stolen packages.You will be responsible for covering shipping costs to return items and shipping charges must be prepaid.

Returned items must be unworn and unwashed and uncut and unstyled (free of any stains from makeup, deodorant, or wear) with gifts and product package attached. Defective items must be reported with Email within 7 days of receipt. Without any prior report/notification, we will not issue the refund. If you believe you have received an incorrect item, please contact us within 7 days of receiving your package. Report email: service@sterlyhair.com .

We do not provide return shipping labels. A restocking fee will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address. The unauthorized rejection /return is not allowed at the time of delivery, and the cost of unauthorized rejection/return will be borne by the buyer.

Refund:

If the returning is due to our problems (Such as incorrect products, quality problem of products), we will provide a full refund for you ;

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and we will also notify you of the approval or rejection of your refund. If approved,your refund will be processed, and the refund will automatically be returned to your credit card or original method of payments within a certain amount of days. If you no longer use the original card, please contact us in advance.

If you have any problems with order/products/payment, please contact us at first. If you return the items without prior contact us, or if there is no reason to dispute, we will not ensure your refund and make a complaint according to the policy.

Special offer products are not refundable and do not comply with the return refund policy.

Special customized products (color, add bandage and hair cap size) only accept partial refund or return and partial refund, not full refund.



Cancellation & Exchange:

You can cancel your order/item within 24 hours through our customer service email (service@sterlyhair.com). For more than 24 hours, we can’t make sure whether it succeeded.


If you want to change order before ship out, you can contact us by email; Once your order has been shipped out, we will not be able to change/cancel it for you.

If you need to exchange a different item after the order is shipped out, you can send an email to service@sterlyhair.com for the Return Info.



Reserved Rights Regarding Returns:

We reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

1..With an irregular or excessive return history involving worn, altered, laundered, damaged, or missing items, etc.

2.Potential fraudulent or criminal activity.

The incorrect items sent to us will be discarded upon receipt.

Excessive Returns: Our Customer Protection Team also handles situations in which a customer return history may be indicative of fraudulent activity . In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a customer, we must ensure the safety, welfare, and comfort of all customers across the globe.
Please always contact us for any return questions by email: service@sterlyhair.com

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at service@sterlyhair.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service@sterlyhair.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.