Refund policy

Returns, Refunds and Exchanges Policy

Last updated: [DATE]

At Partelle Hair, we want you to feel confident when purchasing your hair product. Please read this policy carefully before opening, trying on, altering or customising your item.

This policy does not limit any mandatory consumer rights available under applicable law.

1. EU Right of Withdrawal

If you are a consumer located in the European Union, you may notify us that you wish to withdraw from your purchase within 14 days from the day you, or a person nominated by you, receives the goods.

You do not need to provide a reason for exercising this right.

To request a return, contact us at:

Email: [support@partellehair.com]

Please include:

  • Your full name;

  • Order number;

  • Product you wish to return;

  • Reason for return, where applicable;

  • Photographs of the product, packaging and hygiene seal.

After notifying us, you must return the eligible goods within 14 days.

Do not send a return without receiving return instructions from us.

2. Return Address

All approved returns from customers in the European Union must be sent to our designated return facility in Italy.

The complete return address and return reference number will be provided after your return request has been approved.

Products must not be returned to the original sender, manufacturing facility, logistics provider or any other address shown on the shipping parcel.

Unauthorised returns may be delayed or refused where permitted by applicable law.

3. Condition of Returned Products

You may inspect the product only to the extent reasonably necessary to establish its nature, characteristics, colour, construction and fit.

For a full refund, the product should be returned:

  • In its original condition;

  • Unwashed and unworn, other than reasonable inspection;

  • Without perfume, smoke, makeup, oil, hair products or other odours;

  • With all tags, accessories, nets, inserts and original packaging;

  • Without cutting, trimming or removing the lace;

  • Without cutting, colouring, bleaching, plucking, curling or chemically treating the hair;

  • Without altering the cap, clips, bands, combs or construction;

  • With any applicable hygiene seal intact.

Where a product has been handled beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any resulting loss in value, as permitted by applicable law.

4. Hygiene-Sealed Hair Products

Certain wigs, toppers, hairpieces and related products may be supplied in sealed packaging for health protection and hygiene reasons.

Where a product is genuinely sealed and is not suitable for return for health protection or hygiene reasons, the right of withdrawal may not apply once the hygiene seal has been broken or removed, to the extent permitted by applicable law.

Opening the outer shipping carton alone does not automatically mean that the hygiene seal has been broken.

Please inspect the product through the transparent packaging, where possible, before removing any hygiene seal.

This section does not affect your rights where the product is defective, damaged, incorrect or materially different from its description.

5. Customised and Personalised Products

The right of withdrawal may not apply to products made to your individual specifications or clearly personalised for you.

This may include non-standard services such as:

  • Custom cap construction or cap measurements;

  • Custom hair density;

  • Custom colour blending;

  • Custom bleaching or knot work;

  • Pre-cut or customised lace;

  • Custom hairline work;

  • Custom styling, cutting or alteration requested by the customer;

  • Other non-standard modifications requested after ordering.

Selecting a standard colour, standard length, standard density or another standard product option does not automatically make a product personalised.

Customised products remain covered where they are defective, damaged, incorrectly produced or do not match the agreed specifications.

6. Damaged, Defective or Incorrect Products

Please inspect your order as soon as it arrives.

For faster assistance with visible transport damage, missing products or incorrect products, contact us within 48 hours of delivery. Failure to contact us within 48 hours does not remove any mandatory legal rights you may have.

Please provide:

  • Your order number;

  • Photographs or video of the parcel before opening, where available;

  • Photographs of the shipping label;

  • Photographs or video clearly showing the issue;

  • Photographs of all products received.

Where we confirm that a product is defective, damaged or incorrect, we will provide an appropriate remedy, which may include repair, replacement, a price reduction or refund, in accordance with applicable law.

Partelle Hair will cover reasonable return shipping costs for confirmed defective, damaged or incorrect products.

Normal characteristics of hair products, including minor shedding, slight variation in colour under different lighting, or minor differences caused by screen settings, are not automatically considered defects. This does not apply where the product is materially different from its description.

7. Return Shipping Costs

For returns based on a change of mind or withdrawal, the customer is responsible for the direct cost of returning the goods, unless Partelle Hair agrees otherwise.

We strongly recommend using a tracked shipping service and keeping the shipping receipt until the refund has been completed.

Partelle Hair is not responsible for return parcels that are lost or damaged before reaching our designated return facility, except where Partelle Hair provided and arranged the return shipping service.

For confirmed defective, damaged, missing or incorrect products, Partelle Hair will cover reasonable return shipping costs or provide a prepaid return method where available.

8. Original Delivery Costs

Where you validly exercise your statutory right of withdrawal, we will refund the price paid for the returned products and the cost of our least expensive standard delivery option.

Additional delivery costs resulting from your choice of express, priority or another premium delivery method will not be refunded beyond the cost of standard delivery.

9. Refund Processing

Once your return has been received and inspected, we will notify you whether the refund has been approved and whether any reduction for diminished value applies.

Approved refunds will be issued to the original payment method.

We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.

After we issue the refund, your bank, card provider or payment provider may require additional time to display the funds in your account.

Original payment processing times are outside Partelle Hair’s control.

10. Exchanges

We do not offer automatic direct exchanges.

To change the colour, length, style or product, please request a return for the eligible item and place a new order after the return has been approved.

This helps avoid stock shortages and delays.

Any price difference, delivery charge or promotional difference applicable to the new order will be calculated using the price available when the new order is placed.

11. Order Cancellations

Contact us as soon as possible if you wish to cancel an order.

Orders that have not entered fulfilment may be cancelled and refunded.

Once an order has been processed, customised, packed or transferred to the carrier, cancellation may no longer be possible. You may still have the right to request a return after delivery in accordance with this policy and applicable law.

Customised work that has already begun may not be cancellable where the applicable legal requirements for customised goods have been met.

12. Refused and Undeliverable Parcels

Please provide a complete and accurate delivery address when ordering.

If a parcel is returned because the customer:

  • Refused delivery without following the return process;

  • Provided an incorrect or incomplete address;

  • Failed to collect the parcel;

  • Was unavailable after reasonable delivery attempts;

we may deduct the reasonable and documented costs of the failed delivery and return shipment from any refund, where permitted by applicable law.

This does not apply where delivery failed because of an error by Partelle Hair or the carrier.

13. Promotional and Sale Products

Products purchased during a promotion or sale are not automatically excluded from statutory return rights.

Eligible promotional products will be refunded based on the amount actually paid.

Where a promotion depended on purchasing multiple products, returning part of the order may result in the promotional discount being recalculated.

Free gifts must also be returned where the qualifying purchase is returned. If the free gift is not returned, its reasonable retail value may be deducted where permitted by law.

14. Legal Guarantee

Products remain covered by any mandatory legal guarantee of conformity applicable in the customer’s country.

The legal guarantee applies separately from the 14-day right of withdrawal and covers products that were defective, non-conforming or not as described at the time of delivery.

Nothing in this policy excludes or restricts rights that cannot legally be excluded or restricted.

15. Contact Us

For return, refund or product assistance, contact:

Partelle Hair
Operated by: [FULL HONG KONG COMPANY NAME]
Email: [CUSTOMER SERVICE EMAIL]
Registered address: [HONG KONG REGISTERED COMPANY ADDRESS]
EU return facility: Italy — full address provided with approved return instructions
Customer service hours: [TIME AND TIME ZONE]