Refund policy
Dear Valued Customer, Welcome to Ocean Hair!
Please inspect your order carefully before use. All returns and exchanges must comply with the conditions outlined below. Items that do not meet these conditions will not be accepted.
RETURN WINDOW
We have a 72-hour return policy. You have 3 days after receiving your item to request a return.
ELIGIBILITY CONDITIONS
To be eligible for a return, your item must be:
• In the same condition as received — unworn, unused, and unaltered
• With all original tags attached and in its original packaging
• Accompanied by proof of purchase or receipt
We cannot accept returns or exchanges if the item has been:
• Cut, permed, dyed, worn, washed, altered, combed, or installed in any way
• Used with hairspray, oils, or any hair products (straight wigs)
• Brushed out or tangled (curly wigs)
• Damaged through misuse or any processing
HOW TO START A RETURN
To initiate a return, please contact us at service@oceanhair.co.za or via WhatsApp at +27 74 254 8990 / +86 176 3085 8037 before sending anything back. Do not return items without prior authorization — unauthorized returns will not be accepted.
Once your return is approved, we will provide the return address and full instructions via email.
Please note: return shipping costs are the responsibility of the customer.
TRANSIT DAMAGES
If your order arrives visibly damaged, please do not sign for or accept the delivery. Contact us immediately at service@oceanhair.co.za or via WhatsApp at +27 74 254 8990 (South Africa) / +86 176 3085 8037 (China) so we can liaise with the courier on your behalf. If a damaged item is accepted and signed for, it is considered received in acceptable condition, and any subsequent return shipping costs will be borne by the customer.
OUR COMMITMENT BEFORE YOUR ORDER SHIPS
We understand that buying hair online can feel like a risk — that's why we go the extra mile before anything leaves our hands:
• Video verification — We send you a short video of your actual wig before dispatch, so you can see exactly what you're receiving
• Visit us in Durban — Browse and try in person at The Wheel (China Mall), Unit 1F103, before you buy
• Free store pickup — Collect in person and inspect your order on the spot before you leave
• Check before installing — Please inspect your item upon receipt and contact us immediately if anything is wrong. Once a wig has been installed or altered, it can no longer be returned.
EXCEPTIONS — NON-RETURNABLE ITEMS
The following items are strictly non-returnable and non-exchangeable:
• Sale or promotional items
• Gift cards
• Items marked as "Special" or "Final Sale" on the product page
All other eligible items require prior authorization before a return can be initiated. Please contact us before sending anything back.
EXCHANGES
We want you to love your hair. If your item isn't quite right, we're happy to help you find the perfect match.
The fastest way to get what you want is to return your original item (once approved) and place a new order separately. This ensures you get your replacement as quickly as possible without waiting for us to process a traditional exchange.
To start an exchange:
- Contact us via WhatsApp at +27 74 254 8990 (South Africa) / +86 176 3085 8037 (China) within 72 hours of receiving your order
- Let us know what went wrong and what you'd like instead
- We'll guide you through the return process and help you choose the right replacement
Please ensure your item meets all return eligibility conditions before sending it back. Exchanges are subject to stock availability.
REFUNDS
Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund.
There are no restocking fees for eligible returns.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at +86 176 3085 8037 or service@oceanhair.co.za