Return & Exchange Conditions

• Items returned without authorization will not be accepted.

• Items must be returned within 15 days after you receive them.

• All items must be in the same condition that you received them — unworn or unused, with lace intact, and in original packaging. Proof of purchase (such as a picture of the package and the hair) is required.

• When returning or exchanging items, customers must use a shipping method that provides tracking information.

• Custom-made orders (e.g., custom cap size or custom color) are non-returnable.

Return & Exchange Notice

All returns and exchanges must be shipped within 15 days from the date of after-sale approval, as our U.S. warehouse requires timely registration of tracking numbers.
If a package is shipped after this period, the warehouse system may automatically close or delete the order information, causing the package to be unidentifiable or lost. In such cases, we cannot guarantee a refund or exchange, and any consequences are the customer’s responsibility.

If we do receive the product after the 15-day period, the original shipping cost will be deducted from your refund.

Non-returnable items

Damage/Lost caused by customers is non-refundable.

General Return Process

1. Initiate a return
   Email us at alissa@luvwin.com with photos/videos of the item and your order number. Our customer service team will determine eligibility within 3 working days.

2. Ship the item back
   If your return is accepted, we will send you the return address by email (Note: This is not the same as our business address).
   Items returned without authorization will not be accepted.
   We recommend using a shipping method with tracking and signature service for your protection.

3. Refund or exchange
   Once we receive your return/exchange at the warehouse, we will inspect the item to ensure it meets the return requirements. After inspection, we will process your replacement or issue your refund.

Please note: The complete return process may take several days due to transit time and inspection. We appreciate your patience.

Return Charge

• If the return is due to our mistake (e.g., incorrect product, quality issue), we will provide a full refund, including the return shipping fee.

• If the return is due to the buyer’s reason (e.g., no longer want the item, wrong product/size ordered), the buyer must pay the return shipping fee.

• If the return shipping cost is due to a quality issue, we will reimburse the shipping fee after receiving the returned item.

Refund Policy

Once your return is received (please allow approx. 2 weeks for transit), it will be inspected.
The full process typically takes around 1 month.

After approval, the refund will be issued to your original payment method within 2–3 working days.

If delayed, please check with your bank/credit card provider first, then contact alissa@luvwin.com for assistance.

Please note: Original shipping cost is not refundable.

Please Note: We do not refund the original shipping cost. Thank you for your patience during the return process.

Exchange Policy

If you are going to exchange a new item, please follow the return process above.

Contact alissa@luvwin.com and we will confirm the exchange product after your exchange request is approved. Please note that customers should cover the shipping fee returning back. 

After you send the hair back and we check the package is in good condition, we will ship the new item to you in 3 working days. Price difference occurs when you want to exchange new products, so we will refund the original order to you when we receive the hair, then arrange your new order. 

You will receive new item after we ship the hair in 3-5 working days, if you did not get the hair please contact alissa@luvwin.com, we will reply in 24 hours.

Order Cancellations

We can cancel the order for you if you contact us by emailing alissa@luvwin.com in 12 hours after your purchase. 

If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money. The payment will be directly returned to the the account you paid, Visa, Shop Pay, PayPal etc. If you do not recive the payment in 48 hours, please email us and we will reply in 24 hours.

Orders cannot be cancelled after shipment. If cancellation is still requested, customers must cover the return shipping fee.

Repair Policy

Every customer can enjoy a one-time free repair service within after-sale three months (except for the damage caused by improper use ).

Repair services after 3 months will be charged a fee that depends on what kind of repair needs to be done. The Round Trip Shipping Fee is covered by customers.

Please email alissa@luvwin.com with photos before sending any item back, so we can confirm whether repair is possible.

We will initially determine the cause based on the photos, specific reasons, and repair methods that will be given after the wig is received and checked by professional staff.

The repair costs and re-shipping fee will be on the customers if the damage is the result of inappropriate use.

Customers are responsible for the return shipping fee.

Important Notice: Return Address Disclosure

The return address is not the same as our business address.
To ensure accurate handling by our U.S. warehouse, we only provide the return address by email after your return request is approved.