Refund policy

Last updated: October 10, 2026

We want you to love your hair. Because hair is a personal-care product, our return rules protect every customer's hygiene.

Return window

You have 14 days from delivery to request a return.

What can be returned

Hair must be unworn, unwashed, uncut, uncolored and unstyled, with the lace uncut, the bundle bands or wig packaging intact, and in its original packaging.

What can't be returned

Hair that has been worn, installed, washed, brushed out, cut, colored, bleached or heat-styled
Wigs, closures or frontals with cut, plucked or bleached lace
Bundles with the band or wefts removed
Items marked final sale, and gift cards

How to start a return

Email us at madebyflossi@gmail.com with your order number, the item(s) and the reason. If your return is approved, we'll send instructions. Items sent back without approval can't be accepted. Return shipping is the customer's responsibility unless we made an error, and original shipping charges aren't refundable.

Damaged, defective or wrong items

Inspect your hair before installing it. If something arrives damaged, defective or isn't what you ordered, contact us within 7 days of delivery, before installing, with photos. We'll make it right with a replacement or a full refund.

Exchanges

To get a different length or texture, return the original item (if it qualifies) and place a new order once your return is approved.

Refunds

Once your return is received and inspected, we'll let you know whether it's approved. Approved refunds go back to your original payment method within 10 business days; your bank may take extra time to post it.