Return & Refund Policy — XOXO Virgin Hair

Thank you for shopping with XOXO Virgin Hair. Please read this policy carefully before initiating a return, refusing delivery, or contacting your shipping carrier about a package.

1. General Returns

• Returns must be requested within 7 days of delivery confirmation.
• Hair must be unopened, unworn, and in its original packaging with all tags/seals intact. Due to the hygienic nature of hair extensions, opened or altered bundles are not eligible for return or refund under any circumstances.
• To initiate a return, contact us directly to receive return authorization and instructions. Returns sent back without prior authorization may be refused or subject to additional fees.

2. Restocking Fee

All approved returns are subject to a 25% restocking fee, deducted from the refunded amount. This fee covers quality inspection, repackaging, and processing.

• Restocking fee: 25% of item price
• Original and return shipping costs are non-refundable and will be deducted from the refund total.

3. Unauthorized Returns & Carrier-Initiated Redirects

XOXO Virgin Hair ships all orders with the intention of successful, first-attempt delivery. Customers may not contact the shipping carrier (UPS, FedEx, USPS, etc.) directly to request a Return to Sender, redirect, or refusal of delivery without prior written authorization from XOXO Virgin Hair.

If a customer initiates a return, redirect, or refusal through the carrier without our authorization:

• This is treated as an unauthorized return, separate from our standard return process.
• Refunds are not guaranteed and are contingent on the package being successfully returned to us in resalable condition.
• If the package is lost, delayed, or damaged as a result of the unauthorized carrier action, XOXO Virgin Hair is not liable and no refund will be issued for the lost/delayed shipment.
• If the package is successfully returned to us, the refund (if any) will be subject to:
  • The standard 25% restocking fee
  • Deduction of shipping costs incurred (to and/or from the customer)
  • An additional unauthorized return handling fee to cover package investigations, carrier disputes, and processing time caused by the unrequested action

This policy exists to protect order integrity and ensure customers do not unilaterally alter shipments already in transit.

4. Item Not Received

If tracking shows a package as delivered but you did not receive it, contact us within 48 hours of the delivery scan. We will assist in filing a claim with the carrier. Claims filed outside this window may not be eligible for resolution.

5. Damaged or Incorrect Items

If you receive a damaged or incorrect item, contact us within 48 hours of delivery with photos of the item and packaging. Approved claims will be resolved via replacement or refund at our discretion — no restocking fee applies in this case.

6. Refund Processing

Approved refunds are processed within 5–10 business days of the returned item passing inspection, minus any applicable fees outlined above. Refunds are issued to the original payment method only.

7. Non-Refundable Items

• Final sale / clearance items
• Custom or made-to-order units
• Gift cards

8. Chargebacks & Payment Disputes

By placing an order, customers agree to resolve any concerns directly with XOXO Virgin Hair before initiating a payment dispute or chargeback with their bank or card issuer.

Filing a chargeback for a charge that was properly disclosed, authorized, and consistent with this policy — including disputes arising from a customer's own unauthorized action with the shipping carrier (see Section 3) — will be treated as a breach of these terms. In that event, XOXO Virgin Hair reserves the right to:

• Submit all available documentation and communications to contest the dispute
• Recover the disputed amount, plus any associated bank or dispute fees incurred as a result, through invoicing or collections
• Deny service on current and future orders
• Pursue the amount owed through small claims court or other legal means if the matter remains unresolved

Initiating a chargeback does not waive or override this policy. Customers are encouraged to contact us directly with any dispute before involving their bank, as doing so first is the fastest path to resolution.

9. Policy Acknowledgment

By placing an order with XOXO Virgin Hair, customers acknowledge and agree to the terms of this Return & Refund Policy.

Updated September 3rd, 2026