Return, Refund and Exchange Policy

Last updated: September 11, 2026

At Partelle Hair, we want you to feel confident with your purchase. Please review this policy before requesting a return, refund, exchange or order cancellation.

1. Return Period

Customers may request a return within 30 days after the last item in the order is delivered.

To start a return, please contact:

support@partellehair.com

Please include your order number, the email address used to place the order, the product you wish to return and the reason for the return.

After notifying us of your return, the product must be sent back within 14 days. We may ask you to provide proof of postage or tracking information.

Nothing in this policy limits any longer or additional rights available under applicable consumer law.

2. Return Conditions

To receive a full refund, returned products must remain in their original condition and must not have been used or permanently altered beyond what is reasonably necessary to inspect the product, check its fit and assess its appearance.

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 its fit and appearance

Please return all original packaging, labels and accessories where reasonably possible.

If a product has been handled beyond what is reasonably necessary to inspect it and its value has been reduced, we may make a reasonable deduction reflecting the actual reduction in value, where permitted by law.

Partelle Hair does not charge a fixed restocking or return handling fee.

3. Non-Returnable Products

Customized or personalized products are final sale and are not eligible for cancellation, return or exchange once production has begun. This includes products made or altered according to the customer’s individual measurements, specifications or customization requests.

The following additional products may not be eligible for a change-of-mind return, to the extent permitted by applicable law:

• Products that have been cut, washed, coloured, altered or visibly worn beyond what is reasonably necessary for inspection
• Products supplied with a genuine health or hygiene seal that has been removed or broken, where the applicable legal hygiene exception applies
• Gift cards

Selecting a standard colour, length, density, cap size or other option from our normal available options does not automatically make a product customized or personalized.

These exclusions do not affect your rights if a product is faulty, damaged, incorrect, unsafe or materially different from its description or the agreed specifications.

4. How to Return an Item

Please contact us at support@partellehair.com 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 a product to the address printed on the original shipping label unless our customer support team has confirmed that address in writing. Unauthorized returns may be delayed or may be difficult for the warehouse to identify.

Please package the product securely. We recommend using a reliable, tracked shipping service and keeping proof of postage until the return has been completed.

5. Return Shipping Costs and Fees

Partelle Hair does not charge a restocking fee or return handling fee for an eligible return.

For returns caused by a change of mind, an incorrect size selection or personal preference, the customer is responsible for the direct return shipping cost, provided this responsibility was disclosed before purchase and applicable law permits it.

If a product is confirmed to be damaged, defective, incorrect or not as described, Partelle Hair will cover or reimburse the reasonable return shipping cost, provide a prepaid return method or offer another suitable solution as required by applicable law.

6. Exchanges

If you would like a different standard product, colour, length or size, please contact us within the 30-day return period.

To help you receive the replacement product sooner, we may ask you to return the original product for a refund and place a new order. Any product returned for an exchange must meet the return conditions in this policy.

Price differences and any applicable shipping charges for a change-of-mind exchange will be confirmed before the exchange is processed.

If the exchange is required because the product is damaged, defective, incorrect or not as described, we will provide an appropriate remedy without charging the customer costs that the law requires us to cover.

Customized or personalized products are not eligible for a change-of-mind exchange once production has begun, except where required by law.

7. 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 its 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 otherwise alter the product before we have reviewed your request, unless doing so is reasonably necessary or we instruct you otherwise.

Depending on the circumstances and your rights under applicable law, the available remedy may include:

• Replacement
• Repair
• Partial refund or price reduction
• Full refund

Customers in the United States, United Kingdom, European Union, Canada and Australia retain all mandatory consumer rights that apply to faulty, damaged, incorrect or non-conforming goods.

These rights are not restricted to the voluntary 30-day return period where applicable law provides longer protection.

8. 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 or return, the refund includes, where required by law:

• The price paid for the returned product
• Applicable taxes paid to Partelle Hair
• The cost of the original standard delivery method

The following amounts may not be refunded, where permitted by law:

• Return shipping costs for a change-of-mind return
• Additional charges for express or premium delivery above the cost of standard delivery
• A reasonable amount reflecting an actual reduction in value caused by handling beyond what was necessary to inspect the product

We do not deduct a fixed restocking fee or return handling fee.

Refunds will be processed within the period required by applicable law. Where permitted, we may withhold a refund until we receive the returned product or sufficient evidence that it has been sent back.

After we issue a refund, your bank or payment provider may require additional processing time before the funds appear in your account.

9. Order Cancellations

Customers may request cancellation of an unfulfilled standard-product order within 1 hour after placing the order by contacting support@partellehair.com or using any cancellation option made available through their customer account.

We will make reasonable efforts to stop the order, but cancellation cannot be guaranteed if, before we receive or process the request:

• 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 in accordance with this policy.

The 1-hour operational cancellation window does not limit any mandatory statutory cancellation or withdrawal right, including applicable rights for consumers in the United Kingdom and European Union.

10. Refused or Unclaimed Packages

Please do not refuse a delivery because you have changed your mind without contacting us first.

If a package is returned because of:

• An incorrect or incomplete address supplied by the customer
• Failure to collect the package
• Repeated unsuccessful delivery attempts
• Unjustified refusal of delivery

Actual and reasonable return or redelivery costs may be deducted from the refund where permitted by law. No fixed handling or restocking fee will be charged.

This does not apply where the product was incorrect, damaged, defective or not as described, or where the customer has a contrary right under applicable law.

11. Regional Consumer Rights

United Kingdom and European Union

Consumers purchasing online generally have a statutory right to withdraw from an eligible purchase without giving a reason within 14 days after delivery.

After notifying us of the withdrawal, the goods generally must be sent back within 14 days. The voluntary 30-day return period in this policy provides additional time to request a return but does not reduce any statutory right.

Where required by law, an eligible full withdrawal includes reimbursement of the original standard delivery cost.

The customer is normally responsible for the direct cost of returning a change-of-mind purchase if informed of that responsibility before purchase.

Statutory exceptions may apply, including to genuinely personalized products and certain sealed goods that are unsuitable for return for health protection or hygiene reasons after the seal has been broken.

Australia

We are not required to provide a remedy when a customer simply changes their mind, except as provided by this voluntary policy.

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

United States and Canada

This voluntary return policy applies to change-of-mind returns.

Nothing in this policy limits any non-waivable rights or remedies available under applicable federal, state, provincial or territorial law.

12. Contact Us

For return, exchange, cancellation or refund requests, please contact:

Partelle Hair Customer Support
Email: support@partellehair.com

Please include your order number and the email address used to place the order.