You must contact us within 7 days of receiving your order. Depending on the situation, we may ask you to send photos/videos of the hair. The return package must include Your name, Your contact number, and order ID. Exchange: Merchandise must be physically received at our corporate office and confirm all items are correct before a return can be granted. Refund: Merchandise must be physically received at our corporate office and confirm all items are correct. Then We will refund the purchase amount of the product and not the shipping cost.