Refund policy

Returns, Exchanges & Refunds Policy

Dear Valued Customer, Welcome to Ocean Hair!

At Ocean Hair, we want every customer to feel confident and satisfied with their purchase. Before dispatch, we provide a video of your actual wig so you can review the product before it is shipped. You are also welcome to visit our Durban store to view available products in person or choose free store pickup and inspect your order before leaving.

We understand that unexpected situations may sometimes arise, and you may need to request a return or exchange. To make the return and exchange process clear and straightforward, we have established the following policy. Please read it carefully before placing your order.

1. RETURN WINDOW & ELIGIBILITY

All return or exchange requests, including requests concerning damaged parcels, incorrect items or product problems, must be reported to Ocean Hair within 72 hours of receiving your order.

Reporting a request does not automatically make the product eligible for a return or exchange. The applicable conditions below still apply.

To qualify for a standard change-of-mind return or exchange, an eligible regular-priced wig must meet all of the following conditions:

Original condition: The wig must be unworn, unused and unaltered, in the same condition as received.
Original packaging: All original tags must remain attached, and the original packaging and included accessories must be returned.
Proof of purchase: You must provide your order number, receipt or other proof of purchase.
No installation or processing: The wig must not have been installed, cut, coloured, permed, washed, chemically treated or otherwise modified.

We cannot accept standard change-of-mind returns or exchanges if the wig has been:

Cut, permed, dyed, worn, washed, altered, combed or installed.
Used with hairspray, oils or other hair products, particularly straight wigs.
Brushed out, significantly tangled or otherwise altered from its original curl pattern, particularly curly wigs.
Damaged through misuse, styling or processing.

Products marked “SPECIAL ITEM” are subject to the exclusions in Section 2.

Please review product details carefully before completing your purchase, and inspect your wig thoroughly prior to wearing, installing, cutting or styling.

The condition requirements above apply to standard change-of-mind returns and exchanges. For damaged parcels, incorrect items or product problems, refer to Section 4 and use the contact details in Section 3.

2. SALE, SPECIAL & COMBO PRODUCTS

Sale, Promotional, Special, Final Sale and Combo products, including Wholesale and Online Special products marked “SPECIAL ITEM” on the product page, are non-returnable and non-exchangeable for change-of-mind reasons.

Please carefully check the product details, including colour, length and style, before placing your order.

To avoid any potential disputes and make sure you are completely happy with your purchase, please provide a WhatsApp number we can contact you on. We will send you a video of your exact wig for your review and confirmation before dispatch.

We do not accept returns or exchanges for these products simply because you have changed your mind, selected the wrong option or no longer want the item.

Gift cards are also non-returnable and non-exchangeable.

While if your parcel arrives damaged, you receive an incorrect item, or your product has a genuine fault, please contact Ocean Hair within 72 hours of receiving your order. These situations are handled separately from standard change-of-mind returns, as described in Section 4.

3. HOW TO REQUEST A RETURN OR EXCHANGE

Please contact Ocean Hair before sending any item back.

Email: service@oceanhair.co.za

WhatsApp: +86 176 3085 8037

To help us review your request, please provide:

Your order number.
The reason for your return or exchange.
Clear photos or a video, if needed to confirm the item's condition or understand the problem.

Once your request has been reviewed and approved, we will send the return address and instructions to you via email or WhatsApp.

You must dispatch the approved return within 2 days of receiving our return authorization.

Please do not send an item back before receiving our return authorization. Unauthorized returns may be refused or delayed because they have not followed our return process.

4. DAMAGED PARCELS, INCORRECT ITEMS & PRODUCT PROBLEMS

If your parcel arrives damaged, you receive an incorrect item or you discover a problem with your wig, Please contact us using the details in Section 3, within the request window stated in Section 1.

Damaged Parcels

If you notice visible damage before accepting delivery, ask the courier to record the damage and, where possible, do not accept the parcel. Contact us immediately so we can liaise with the courier.

If you have already accepted the parcel and discover damage afterward, contact us promptly within the request window above. Please provide photos or a video of the product, outer packaging and shipping label, if available.

Incorrect or Faulty Products

If you receive a different product from the one you ordered or believe your wig has a genuine defect, please provide your order number, explain the issue and send supporting photos or a video where possible.

Please keep the product and packaging until we advise you on the next steps. We will review the issue and contact you about an appropriate solution.

Please contact us before arranging any return shipment. Do not arrange a return shipment before receiving our instructions.

5. RETURN SHIPPING COSTS

For an approved standard change-of-mind return:

Return shipping costs are the customer's responsibility.
Original delivery charges are non-refundable.

Please wait for our instructions before arranging shipment. We recommend using a trackable delivery service and keeping your proof of postage.

For damaged parcels, incorrect items or product problems, please contact us before arranging return shipping so we can discuss the shipping arrangements and any applicable costs with you.

6. EXCHANGES

Exchanges for eligible regular-priced products are subject to the request window and conditions in Section 1, the process in Section 3 and stock availability.

The quickest option is usually to return the original item once approved and place a new order for your preferred product. This helps you secure the replacement you want without waiting for a traditional exchange to be completed.

To request an exchange:

Contact us by email or WhatsApp within 72 hours of receiving your order.
Provide your order number and explain what you would like to exchange.
Tell us which product you would prefer instead.
Wait for our instructions before sending the original item back.
Dispatch the approved return within 2 days of receiving our return authorization.

Sale, Promotional, Special, Final Sale and Combo products, including Wholesale and Online Special products marked “SPECIAL ITEM”, are not eligible for standard change-of-mind exchanges. For damaged parcels, incorrect items or product problems, please refer to Section 4.

7. REFUNDS

Once we receive and inspect your authorized return, we will notify you of the outcome.

For an approved standard change-of-mind return, the refund will be processed to your original payment method within 10 business days after approval. Please allow additional time for your bank or payment provider to display the refund.

There are no restocking fees for eligible returns. Original delivery charges are non-refundable for standard change-of-mind returns.

Gifts & Partial Returns

Gifts included with a returned purchase must also be returned. If a gift is not returned, please contact us to agree on the corresponding gift value to be deducted from the refund.

Partial returns and the calculation of any applicable refund must be discussed and agreed with Ocean Hair Customer Service before the return is sent.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us using the details below.

8. CONTACT US

Ocean Hair Customer Service