Thank you for choosing RUSA HAIR, a trusted supplier of premium Vietnamese human hair extensions. We are committed to delivering high-quality products and professional services to wholesalers, salons, distributors, and beauty businesses worldwide.
To protect both our customers and our production standards, RUSA HAIR has established a transparent return and exchange policy. This policy explains the conditions, procedures, and responsibilities related to product returns, exchanges, and refunds.
As a professional wholesale hair factory in Vietnam, we always strive to ensure every order meets your expectations in quality, specifications, and delivery.
Mục lục
At RUSA HAIR, customer satisfaction and product quality are our top priorities.
All products supplied by RUSA HAIR are 100% Vietnamese human hair, carefully sourced and processed to maintain natural cuticles, durability, and premium texture. Each hair bundle is collected from Vietnamese donors and processed through strict quality control.
If you are not satisfied with the product you receive, we are ready to support return or exchange requests according to the terms described in this policy.
Our goal is to protect your rights as a buyer while maintaining fair and transparent standards for all customers.
To qualify for a return or exchange, the product must meet all of the following requirements.
Time Requirement:
Customers must contact our support team within 7 days after receiving the package to request a return or exchange.
Product Condition Requirement:
Hair must NOT be installed, cut, dyed, washed, chemically processed, or altered in any way.
Hair bundles must remain in original condition with factory seals intact.
The bundle top must not be untied or modified.
Products must also remain in their original packaging with all included materials.
Required Documentation:
All return shipments must include a copy of the original invoice or order confirmation as proof of purchase.
Shipping Responsibility:
Customers are responsible for all return shipping costs, customs duties, and handling fees.
We recommend using a shipping carrier that provides tracking number, signature confirmation, and insurance coverage to protect your shipment.
Processing Requirement:
Refunds or exchanges will only be processed after the returned products are received and inspected by our warehouse team.
Unauthorized returns will not be accepted.
Due to hygiene regulations and industry standards, certain situations do not qualify for returns or exchanges.
The following products are not eligible for return:
Hair that has been installed, worn, washed, dyed, cut, or chemically processed
Hair removed from its original bundle or packaging
Products showing any visible signs of use
Customized or made-to-order hair products
Return requests submitted after the 7-day claim period
As hair extensions are classified as a personal hygiene product, we cannot accept returns for items that have been opened or used.
To request a return or exchange, please follow these steps.
Step 1 – Contact Customer Support:
Send your request to our support team within 7 days of receiving the package. Include your order number, product details, and photos showing the issue.
Step 2 – Issue Assessment:
Our team will review your request. In some cases, we may provide product maintenance suggestions if the issue can be resolved without returning the product.
Step 3 – Return Authorization:
If the return is approved, we will provide return instructions and the correct return address.
Step 4 – Product Inspection:
After the returned package arrives at our facility, our quality control team will inspect the product to confirm it meets the return conditions.
Step 5 – Resolution:
Once the inspection is complete, we will proceed with either product replacement or refund processing, depending on the situation.
Please note that RUSA HAIR does not cover return shipping costs.
Customers are responsible for paying:
Return shipping fees
Customs duties or import taxes
Shipping insurance (if selected)
These costs will not be reimbursed.
If your refund request is approved, the following process will apply.
Refund Timeline:
Refunds are processed within 5–7 business days after the returned product is received and approved by our inspection team.
Refund Method:
The refund will be issued using the same payment method used for the original order.
For example:
Bank transfer → refund via bank transfer
Credit card or PayPal → refund to the same account
Refund Amount:
Only the cost of the hair product will be refunded.
Shipping fees, PayPal transaction fees, customs duties, and other additional costs are non-refundable.
To protect production schedules and operational costs, RUSA HAIR applies the following order cancellation rules.
Cancellation Before Production:
Orders can be cancelled within 24 hours after confirmation for a full refund.
Early Cancellation (Within 2 Days):
Customers may cancel the order and receive 100% refund, or convert the order to another product of equal value.
Late Cancellation (After 3 Days):
If cancellation occurs after 3 days, a 20% deposit may be retained to cover production preparation costs.
Orders Already in Production or Shipped:
Orders cannot be cancelled once production has started or the shipment has been dispatched.
To protect your rights, we recommend following these steps when receiving your shipment.
Inspect the outer package carefully for any damage before opening.
Record a video while opening the package to document the product condition.
Verify that the received products match your order in length, color, texture, and quantity.
If any issues occur (missing items, wrong product, damage), please contact us within 24 hours with photos or videos.
If you have questions regarding returns, refunds, or product issues, please contact our support team.
RUSA HAIR – VIETNAMESE HUMAN HAIR EXTENSIONS MANUFACTURER
Address: 1A, 137 My Dinh Street, Tu Liem District, Hanoi, Vietnam
Factory: Trung Nguyen Commune, Yen Lac District, Vinh Phuc Province, Vietnam
Email: wholesale@rusahair.com
WhatsApp: (+84) 8368 55 468
Website: https://rusahair.com
