Return Policy

Shipping and Delivery

Shipping and Delivery is the charge for internet order processing, item selection, packaging, transport and handling. We don’t guarantee delivery times, but we do our best to provide accurate estimates.

Deliveries occur only on weekdays. Shipping and Delivery charges are subject to change and are determined when you order. Estimated delivery time assumes orders are placed before 12:00 noon (PST). Orders you place with Leoo Hair late on Friday or on Saturday will not be processed until Monday.

Return Policies

We want you to be completely happy with your Leoo Hair order. If you are not satisfied with your order for any reason, including the order arriving damaged, we offer the wrong product, etc. you can ask for a return or exchange in two weeks from the purchase date.

Please ensure that all merchandise is returned in its original state as you received it. Otherwise, it will not qualify for a return or exchange. Returned merchandise should include the vendor packaging and tags and be in the same condition as when it was received.

If an item is defective, please contact us within 5 days of receiving the item. We will replace the item once we receive a defective product. Custom orders, duplicate orders, and repair orders are not eligible for return or exchange. Returns without a pre-authorization will not be accepted.

Our Return Procedure

Step 1: Request a return 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: custom orders, stock orders that have been altered, worn, washed, damaged, or are not in their original packaging.

Step 4: Once your return is justified, we will process a refund to your original payment account within 3-5 business days.

Our Exchange Procedure

Step 1: Request an exchange via DM or Email and provide us with your order number, detailed reason for the exchange, 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 the 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 an exchange: custom orders, duplicate orders, items that have been altered, worn, washed, damaged, or are not in their original packaging.

Step 4: Once your return is accepted, we will ship the item(s) you requested to you within 3-5 business days.

ANSWERS TO FREQUENTLY ASKED QUESTIONS BELOW

1.Who is responsible for the shipping cost?

The shipping cost of the return is paid by Leoo Hair if we make the problem that led to the return. Otherwise, the cost is paid by the buyer.

2.Can I return or exchange stock hair systems?

You can make a return or exchange on our stock hair system within two weeks from the purchase date（If two weeks have gone by, we can’t offer you a refund or exchange）, provided the hair system is unaltered, unworn, unwashed, undamaged, and in its original packaging.

3.Can I return or exchange custom hair systems?

We do not return or exchange custom hair systems.

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 three months of the shipment date. If you ordered a 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.

4.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.

5.Can I return hair system accessories and supplies?

Yes, you can return or exchange the accessories and supplies within 30 days from the purchase date.

For hair system supplies like adhesives glue, tape, etc. from a third-party brand, please make sure the package is unopened before you request a return/exchange.

6.Can I cancel my order?

For stock orders, if they are not yet sent out, please contact us ASAP to cancel your order. However, if your order has already been shipped and is on its way to you, we cannot cancel it but you can return it after you receive the order. Shipping costs created during the shipment process are the responsibility of the customer. For custom orders, if you cancel a custom order before you receive it, you will only receive a 50% refund to cover labor and material costs.

7.After how long will I get a refund?

Once Leoo Hair has processed your return, the refund will go back to the customer’s original payment account within 3-5 business days.

8.After how long will I get a replacement?

Once your return is accepted, we will ship the replacement requested within 3-5 working days. Shipping will take another 5-7 working days worldwide.

9.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.

10.My parcel was lost when I sent it back for a return, can I still get a refund?

We will only replace or refund you after we have received your returned products. We take no responsibility for returns lost by postal services.