Gorgeous unit

At Jozelhair, we're committed to delivering premium wigs crafted from 100% human hair, fully customized to your order. We understand a $300–2000 purchase is an investment, and our goal is to make your experience confident and transparent.

Every wig is quality-checked before it ships. Because each unit is made to order, we're not able to offer cash refunds or a general return window the way a mass-produced product can. This policy explains exactly what we do guarantee.

This policy is offered in addition to your statutory consumer rights.

Our Error Guarantee (Free — No Exceptions)

If we made a mistake you received the wrong item, a defective unit, or something that doesn't match your order we'll make it right at no cost to you.

To start a claim, email sales@jozelhair.com within 48 hours of delivery with your order number and clear photos/videos of the issue. We'll provide a free adjustment, restyle, or exchange.

Please don't send anything back without contacting us first.

Eligibility Criteria

To qualify for our error guarantee or for store credit consideration, all of the following must be met:

✅ Unworn and unaltered

✅ Lace uncut

✅ Original packaging intact

✅ No glue, adhesive, styling products, or heat applied

✅ Hair not dyed, washed, conditioned, or cut

✅ Request made within 7 days of delivery (48 hours for our-error claims)

✅ Wig passes inspection upon return

For hygiene and sanitary reasons, wigs that don't meet these conditions can't be accepted for store credit review.

Cap Size

Cap size can be selected on some units, or noted at checkout for others. Like custom color or cut lace, a wig built to a specific cap size is made for that order and isn't eligible for exchange once it ships. If you'd like guidance before ordering, use our Head Measurement Guide, or message us your head circumference and we'll recommend a size.

Once glue, adhesive, or styling products have been applied, or the lace has been cut, the item becomes final sale.

Final Sale — Not Eligible for Return (No Exceptions)

We're not able to accept returns or offer store credit if any of the following apply:

• Custom cap size construction
• Custom color orders
• Lace cut to your preference
• The wig has been worn, styled, washed, brushed out, or altered
• Glue, adhesive, or styling products have been applied
• Sale, clearance, or coupon-code purchases

We'll always flag these clearly on the product page and at checkout, so you know before you buy not after.

Store Credit — Not a Refund

Because every wig is custom-made, we don't offer cash refunds. If your unit isn't an error on our side but you're simply not loving it, and it meets the eligibility criteria above, reach out within 7 days of delivery. We'll review case-by-case and may offer store credit — this isn't automatic or guaranteed, but we want to work with you.

How to Start a Request

Email sales@jozelhair.com with your full name, order number, reason for the request, and photos/videos of the issue (required for our-error claims). Please wait for our confirmation before sending anything back — we'll walk you through next steps once we've reviewed your request.

Processing Timeline

✅ Our-error claims: we respond within 24–48 business hours of receiving your request

✅ Store credit (if approved): issued within 3–5 business days of us receiving and inspecting the returned item

✅ Store credit doesn't expire and can be used toward any future order

Buyer Preference Disclaimer

Differences in personal preference, styling expectations, texture expectations, density, curl pattern appearance, fullness, or softness don't qualify as defects or "item not as described." Please carefully review product photos, videos, descriptions, density details, texture details, length selections, and cap construction before placing your order. If you're unsure which unit is right for you, contact us before purchasing — we're happy to help.

Care & Texture Notice

Curly, wavy, and textured hair patterns naturally shrink or sit shorter than straight textures this is a normal characteristic of human hair, not a defect. Length is measured fully stretched. Please follow the care instructions provided with your order; damage caused by misuse or incorrect handling after delivery isn't eligible for our error guarantee or store credit.

Refused Deliveries & Returned Packages

Please make sure your shipping address is correct before placing your order. We're not responsible for refused packages, incorrect addresses entered at checkout, carrier delays, or customs delays/import duties. If a package is returned to us due to refusal or a failed delivery attempt, reshipping fees may apply.

Chargeback & Fraud Protection Policy

We reserve the right to dispute fraudulent chargebacks when our records confirm the item was accurately described, the order was delivered successfully, you received the correct item, and the product matched its listing. We keep shipment records, product photos/videos, tracking confirmations, and communication history for this purpose.

Processing Fees & Payment Providers

Third-party payment providers  Sezzle, Afterpay, PayPal, Shopify Payments, and card processors  charge us non-refundable transaction and processing fees on every order. These fees aren't recoverable once an order is processed.

Policy Agreement

By placing an order with Jozelhair, you confirm that you've read, understood, and agreed to this policy.

Thank you for supporting Jozelhair.