Refund policy

ORDER CANCELLATION

 

If you have placed your order and want to change it, ready and follow the steps below;

CAN I CANCEL MY ORDER? 

All items purchased online are eligible for full refund and cancelation within 4 hours and will be fully refunded on the same day. 

If the cancellation request is obtained after 8 hours of the date of purchase, a flat 30% restocking fee will be charged. If you would like, once you receive the order, you can create a return.

HOW DO I CANCEL MY ORDER?

Order cancellations are only initiated and accepted via email.

  1. Locate the order number (example: 19219) sent to your email or phone number upon purchase on our website.
  2. Send an email stating the issue to www.nalvawigsandrepair@gmail.com with the SUBJECT: Cancel Order: ***** (Write your order number here).
  3. Upon receipt of your email, we will contact you within 48 - 72 hours to determine your eligibility and process a refund.

RETURN POLICY

 

If the purchase made does not meet your expectations, you have the option of making a return within 48 hours of receiving your order. For questions on preservation and upkeep, please visit our Hair Maintenance guidelines. Before ordering, we recommend reading all the policies below to understand our process.
We will give you all the conditions and different options available so you can return your items. First you must determine if your order is eligible for return by reviewing the conditions below.

CONDITIONS TO DETERMINE IF YOUR ORDER IS ELIGIBILE FOR A RETURN 

  • The return must be handled within the established period:
    Online purchase: you have 48 hours from the delivery date of your order.
    Purchase at a store: you have 72 hours from the purchase date.
  • The items need to be in their original condition, uncombed, unbrushed, unworn or unused, with labels.
  • Item has not been altered by the third party per Alteration by Third-Party Policy.
  • The receipt or proof of purchase must be available.

WHAT HAPPENS IF I RETURN AN INELIGIBLE ORDER?

If the order is returned and deemed ineligible, the customer will be informed via email and will have 30 days from the date the email is sent to arrange for the order to be picked up. No refund will be made and an additional order processing fee of 10% of the total order will be charged for the order to be released to the shipper. Items returned with visible signs of wear or use will be deemed Ineligible. 

WHAT ARE SOME REASONS TO RETURN AN ORDER?

When a request to return is submitted, please include a reason for the return in the body of the email. This will determine who’s responsible for the return shipping costs—the customer or Nalva. 

Generally speaking, you will be responsible for reasons related to preference, ordering the wrong size or length, or changing their mind about wanting the product.  Nalva will be responsible if "wrong order received" or "the item is not as described" is cited as the reason for return.

HOW DO I RETURN AN ELIGIBLE ONLINE ORDER?

We take multiple pictures and videos of the hair posted on our website in daylight and include detailed descriptions to ensure an informed purchase is made.

Additionally, we offer a concierge service for our customers to see the items live and ask questions before committing to a purchase. However, if it is believed that the item received is not as described, please follow the steps below:

Step 1

Inspect your order upon receipt and contact us immediately if you receive the wrong item. 

Step 2

Kindly take as many pictures and videos as possible of the item in its original packaging, send an email stating the issue to www.nalvawigsandrepair@gmail.com with the SUBJECT: Return request: ***** (Include the order number here and reason for return). 

Remember: Do this no later than 72 hours from the carrier delivery date to notify us of the issue to be eligible for a refund.  

GET REFUND CONFIRMATION

If the return is accepted, Nalva will issue a full refund minus 30% Restock fees within 7 business days from the delivery date noted on the shipping carrier tracking number

Please allow up to 10 business days for your refund to be processed using the same method of payment as the original purchase. Once completed, you will receive an email confirmation.

Please note: If a credit card was used at purchase, once the return is processed, please allow 3 to 5 business days for the refund to appear on your statement. Delays may vary based on your financial institution.

Remember: Shipping fees are not refunded.

ALTERATION BY THIRD-PARTY POLICY 

We recommend using licensed, professional, or knowledgeable hairstylists for all items purchased on our website. Nalva will not be liable for damages due to alterations performed on our products by third parties. 

WHAT ARE THE NON-RETURNABLE ITEMS? 

All items purchased on sale or with promotional codes are FINAL. Unfortunately, sale items cannot be refunded.