Refund policy

At Crown & Silk Hair Co., we are committed to providing premium-quality human hair products and exceptional customer service. We want you to love your purchase, and we understand that there may be occasions when a return is necessary.

Returns

We accept returns within 14 days of delivery provided that the following conditions are met:

  • The item is unused, unworn, and unwashed.
  • The original packaging, tags, and accessories are intact.
  • The lace has not been cut, tinted, bleached, glued, or altered in any way.
  • The hair has not been dyed, colored, chemically treated, or customized.
  • The item is returned in its original condition suitable for resale.

For hygiene reasons, we cannot accept returns on products that have been worn or altered.


Non-Returnable Items

The following items cannot be returned:

  • Wigs with cut or altered lace.
  • Wigs that have been worn, washed, styled, or customized.
  • Custom-made or special-order products.
  • Sale, clearance, or promotional items marked as final sale.
  • Gift cards.


Return Shipping

Customers are responsible for return shipping costs unless:

  • The incorrect item was received.
  • The product arrived damaged.
  • The item is defective due to a manufacturing fault.

We recommend using a tracked courier service when returning items, as Crown & Silk Hair Co. cannot be held responsible for parcels lost in transit.


Damaged or Incorrect Orders

Please inspect your order upon delivery.

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of receiving your order by emailing:

support@crownandsilkhair.co.za

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and packaging

Our team will assess the matter and provide a suitable resolution.


Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note:

  • Original shipping fees are non-refundable.
  • Payment processing times may vary depending on your bank or payment provider.


Exchanges

We currently offer exchanges only for defective or incorrectly supplied items.

If you would like a different style, length, or texture, a new order will need to be placed once the original item has been returned and approved.


Order Cancellations

Orders may be cancelled within 24 hours of placement, provided processing has not yet begun.

Once an order has been processed or dispatched, cancellation requests cannot be guaranteed.

Please note: As many of our products are sourced specifically for each order, delivery times may vary. Estimated delivery timeframes are displayed on product pages and at checkout.


Contact Us

For all return and refund enquiries, please contact:

Crown & Silk Hair Co.

📧 support@crownandsilkhair.co.za

📍 South Africa