In short
Hair is a hygiene product, so we don't accept change-of-mind returns. We accept a return only in two cases: the product arrived damaged, or we sent you the wrong product. In either case you get a full refund — no deductions, and we pay the return shipping. Raise it within 5 days, and please film an unboxing video — it makes the whole thing painless.
When we accept a return
We'll take it back
- The product arrived damaged
- We sent the wrong product or wrong shade
- Something was missing from your parcel
We can't take it back
- You changed your mind
- The shade isn't what you hoped
- The hair has been worn, washed, cut, coloured or styled
- It was damaged after it reached you
This isn't us being difficult. Hair goes on your head — once it's been worn, we can't sell it to anyone else, and we wouldn't want to buy it ourselves. That's why the rule exists.
The unboxing video
This is the most important thing on this page. Please read it before your parcel arrives.
Record a video before you break the courier seal. Start filming with the parcel sealed, and keep recording until the product is fully out of the box.
This is the single best thing you can do to protect yourself. With it, a damage or missing-item claim is approved quickly and without argument.
Without it, we'll still look at your claim — but we'll need clear photos and may need to ask you some questions, and it will take longer to resolve.
It takes ten seconds. If the parcel already looks damaged when it arrives, film it while the delivery person is still there, and refuse it if you can.
How to raise a return
- Contact us within 5 days of delivery. After 5 days we can't process a return.
- Send us your order number, a clear photo of the problem, and your unboxing video if you have one.
- We review it. If it's a damage or wrong-item claim, we approve it and arrange a free reverse pickup — you don't arrange or pay for anything.
- Write your order number and phone number clearly on the package before handing it over.
- Once it reaches us, we check it and issue your full refund.
Raise it by WhatsApp on +91 92581 70331 or by email at support@hairlyf.com. WhatsApp is faster.
Your refund
- The full amount you paid — nothing deducted.
- Returned to your original payment method via Razorpay.
- Processed within 7–10 working days of us receiving and checking the product.
- We pay the return shipping. The mistake was ours, so the cost is ours.
If you'd rather have a replacement than a refund, just say so — we'll send the correct product out instead.
Cancelling an order
Changed your mind? You can cancel any time before your order is dispatched and we'll refund you in full.
We usually dispatch within 1 business day, so in practice that means telling us within about 12 hours. Message us on WhatsApp at +91 92581 70331 or email support@hairlyf.com — WhatsApp is faster, and speed matters here.
Once the parcel is with the courier we can't pull it back.
Not sure about a shade? Ask us first.
Because we can't take hair back once it's been worn, choosing the right shade before you order really matters.
Send us a selfie on WhatsApp and we'll match it for you, free. No obligation to buy. It takes a few minutes and it's the single best way to make sure you love what arrives.
Also worth knowing: our hair is real human hair, so natural variation in shade and texture is normal — and every screen shows colour a little differently. A slight difference from the photo isn't a defect. See our Terms for more.
Delivery delays
During festivals, sale periods, adverse weather, natural calamities, or political disruption and curfews, delivery can take up to 20 days. We'll always tell you what we know, and we'll chase the courier on your behalf.
If your order hasn't arrived within 20 days, you can cancel it and we'll refund you in full. Just message us.