You have 30 days from delivery to return a unit for a full refund, provided it is:
- uninstalled — no adhesive applied, no gel, no product
- lace uncut
- in its original packaging with tags attached
- not washed, dyed, cut or restyled
Once lace is cut or adhesive has touched a unit it cannot be resold for hygiene reasons, so it cannot be returned. This is standard across the industry. It is also exactly why our glueless range ships pre-cut — try it on, and if it is not right, it goes back.
If the unit is not as described — wrong length, wrong density, wrong lace grade, wrong texture — we refund it in full including return shipping, whether or not you have installed it. Email a photo and we will sort it out.
To start a return: email returns@jenluxhair.com with your order number and reason. We send a return label and instructions. Refunds are processed within 5 business days of the unit arriving, back to the original payment method.
Exchanges: we process these as a refund plus a new order, which is faster than a swap.