Refund policy
Last updated: July 27, 2026
At Partelle Hair, we want you to feel confident with your purchase. Please review the following conditions before requesting a return.
1. Return Period
Customers may request a return within 14 days of receiving the order.
To start a return, please contact:
Please include your order number, the product you wish to return and the reason for the return.
After submitting your return request, the product must be sent back within 14 days.
2. Return Conditions
To receive a full refund, returned products should remain in their original condition and should not have been used or permanently altered.
For wigs, hair toppers and other hair products, please do not:
- Cut or alter the lace
- Wash or condition the hair
- Dye, bleach or colour the hair
- Cut, trim or permanently restyle the product
- Apply glue, tape, spray, oil or other styling products
- Alter the cap, clips, combs or straps
- Wear the product beyond what is reasonably necessary to check the fit and appearance
Please return all original packaging, labels and accessories where reasonably possible.
If the product has been handled beyond what is necessary to inspect it and its value has been reduced, a reasonable deduction may be made from the refund where permitted by law.
3. Non-Returnable Products
The following products may not be eligible for a change-of-mind return:
- Customized or personalized products
- Products made according to the customer’s individual measurements or specifications
- Products that have been cut, washed, coloured, altered or visibly worn
- Products with a genuine hygiene seal that has been removed or broken, where the applicable hygiene exception applies
- Gift cards
This does not affect your rights if the product is faulty, damaged, incorrect or materially different from its description.
Selecting a standard colour, length or size from our normal available options does not automatically make a product customized.
4. How to Return an Item
Please contact us before sending any product back.
After your request has been reviewed, we will provide:
- Return instructions
- The authorized return address
- Any information that should be included inside the package
European returns will normally be directed to our designated return facility in Italy.
Do not return products to the address printed on the original shipping label unless our customer service team has confirmed that address in writing.
Unauthorized returns may be delayed or may be difficult for the warehouse to identify.
5. Return Shipping Costs
For returns caused by a change of mind, incorrect size selection or personal preference, the customer is responsible for the direct return shipping cost.
We recommend using a reliable shipping service and keeping proof of postage until the return has been completed.
If the product is confirmed to be damaged, defective, incorrect or not as described, Partelle Hair will cover the reasonable return shipping cost or provide another suitable solution.
6. Damaged, Defective or Incorrect Products
Please contact us as soon as reasonably possible if:
- You received the wrong product
- The product arrived damaged
- The product has a manufacturing defect
- The product is materially different from the description or agreed specifications
- Important parts or accessories are missing
Please provide your order number and clear photographs or video showing the issue.
Do not wash, cut, colour or alter the product before we have reviewed your request.
Depending on the circumstances, we may offer:
- Replacement
- Repair
- Partial refund
- Full refund
Customers in the EU also retain their mandatory legal rights regarding faulty or non-conforming goods.
7. Refunds
Once the returned product has been received and inspected, we will notify you of the refund decision.
Approved refunds will be issued to the original payment method.
For an eligible full withdrawal, the refund normally includes:
- The price paid for the returned product
- Applicable taxes paid to Partelle Hair
- The cost of the original standard delivery method, where required by law
The following amounts may not be refunded:
- Return shipping costs for a change-of-mind return
- Additional charges for express or premium delivery
- Any reasonable reduction in value caused by excessive handling or alteration
We may withhold the refund until we receive the returned product or sufficient evidence that it has been sent back.
After the refund is issued, your bank or payment provider may require additional processing time.
8. Order Cancellations
Please contact us as soon as possible if you wish to cancel or change an order.
We will make reasonable efforts to assist, but cancellation cannot be guaranteed once:
- The order has entered warehouse processing
- The package has been dispatched
- Production of a customized product has begun
- A requested customization has already been completed
If a standard product has already been dispatched, you may request a return after receiving it.
9. Refused or Unclaimed Packages
Please do not refuse a delivery simply because you have changed your mind without contacting us first.
If a package is returned because of:
- An incorrect or incomplete address
- Failure to collect the package
- Repeated unsuccessful delivery attempts
- Unjustified refusal of delivery
actual return or redelivery costs may be deducted from the refund where permitted by law.
This does not apply where the product was incorrect, damaged, defective or where undisclosed import charges were requested.
10. Contact Us
For return, cancellation or refund requests, please contact:
Partelle Hair Customer Support
Email: info@partellehair.com
Please include your order number and the email address used to place the order.