Refund policy

What is the Refund/Exchange Policy?



We understand that there may be a case in which you need to return your order. We are more than happy to accommodate eligible* returns/exchanges within 7 days of receiving your order.

Why are HerMate hair and wigs are not exchangeable/returnable if used?

Human hair extensions are a hygienic product and cannot be returned or exchanged once they have been used. We always take matters of hygiene and public safety seriously and DO NOT ALLOW used items to be returned for the safety reasons. This is an industry standard, and other hair extensions suppliers do not allow returns of used items for the same reasons. No exceptions will be made. If you are unsure about the integrity of your HerMate extensions, contact our customer service by email at info@hermatehair.com

Eligibility:
1. Extensions must be in all of its original packaging & not be used and any form, this includes wash, straighten or colored.

2. If you received the wrong items 

exception: only Raw hair can be washed for the purpose of testing, however, it should be returned in the same form , shape as shipped. 

• Promotional items must be included with your return for a refund. Any purchase using a promotional code for a Free Product must also include the free product to receive a refund. Full purchase price of free product will be deducted from your final refund if you decide to keep the item.


International Returns
Please write on outside of package “RETURN, NO DUTIES” or your package may be returned to you.

May I return/exchange HerMate extensions without submitting a return request?

NO! You need to submit a claim via email to hermate123.com. We will contact you via email or phone. Once you hear from our customer service representative, we will provide you with return instructions, then you may ship your item(s) back to us.

We don’t provide any exchange service.

How do I return my item?

All HerMate extensions must be shipped back in the original packaging. The packaging must not be torn or defaced in any way or a return will not be issued. A copy of your invoice must accompany your return/exchange to facilitate tracking of your returned product and to expedite your refund. Please note that refunds for merchandise returned without submitting for a return/exchange will be denied.
Where do I send my return items to?
Please send your return/exchange to:


209 12th Ave S, Seattle, WA 98144
Unit #A118


All items will be inspected upon receipt to see if you qualify for a return

Worn/tampered merchandise will not be refunded & will be returned to you in the condition they were received.

How will I receive my refund?

A refund will be issued to your original payment method (cash, Zelle, website…) after we have received, inspected and confirmed that the returned hair extensions were not worn or tampered with. Returns are subject to a 10% restocking fee.

When will I receive my refund?
Returns will be refunded to the original form of payment within 14 business days after we receive your return. Please allow 2-3 business days after your return is received at our Returns Center for processing.



What if I was shipped the wrong product but I don’t want a refund?

If you receive the wrong product, we apologize and we will do our best to quickly fix our mistake. Please contact us asap at hermate123@gmail.com with your order and detailed information and we will be happy to make it right.

Out-of-Stock Policy:
Our inventory can fluctuate throughout the day, so an item indicated as “in stock” when you place your order may, in fact, be out of stock. In this event, we make every effort to contact you by email immediately to notify you that your order will be placed on backorder. Most out-of-stock items are in stock again within 1-2 weeks & sometimes sooner. Backorders will automatically be upgraded to 2-4 day shipping (*Domestic orders only) to get it to you even sooner.

Delivery Refusal & Failure To Retrieve:
When a customer places an order online and then subsequently refuses to accept delivery of the order, and for any other reasons that are attributable to customer error, The package will be returned to us and waiting for you to claim them back within 60 days. ( you will be required to pay a new shipping cost ) 

After 60 days, the order will be considered abandoned!

Refund inquiries 

General Refund Policy 


we strive to provide high-quality hair products and exceptional customer service. If you're not completely satisfied with your purchase, we're here to help with our refund policy.

1. Eligibility for Refunds:

  • Refunds will be considered for products purchased directly from HerMate in person or through the website within 7 days of the original purchase date.

2. Condition of Products:

  • To be eligible for a refund, hair products must be in their original condition, unused, and in their original packaging.

3. Valid Reasons for Refund:

  • You may request a refund for the following reasons:
    • You received the wrong product.
    • The product is defective or damaged upon arrival.

4. Refund Process:

  • To request a refund, please follow these steps:
    • Contact our customer support team at support through hermate123@gmail.com within 7 days of your purchase.
    • Provide your order number, details of the issue, and any supporting evidence, such as photos.
    • Our team will review your request and respond within 3 business days.

5. Refund Options:

  • If your refund request is approved, you may choose one of the following options:
    • A full refund of the purchase price to your original payment method.
    • Store credit for the equivalent purchase amount.
    • A replacement product at no additional cost.

6. Return Shipping:

  • If your request for a refund is approved, we will provide instructions for returning the product. In most cases, we will cover the return shipping costs. However, please follow the instructions provided by our team.

7. Exceptions:

  • Custom-made or altered products are not eligible for refunds unless they are defective or not as described.

Refund Policy for custom wigs

At HerMate, we strive to provide you with the highest quality custom wigs tailored to your unique preferences. We want you to be satisfied with your purchase, but it's essential to understand our refund policy, especially concerning custom wigs.

Custom Wig Orders:

  • Processing Time: The processing time for custom wig orders typically ranges from 7 to 14 days. During this period, our skilled team meticulously crafts your custom wig to meet your specifications. We do not entertain refund requests for custom wigs while they are in the processing stage.
  • Refund Eligibility: If, for any reason, you have not received your custom wig after 20 days from the date of your order confirmation, you may request a refund.
  • Requesting a Refund: To initiate a refund request, please contact our customer support team via [contact information] and provide your order details. We will review your request and respond promptly.
  • Refund Process: Once your refund request is approved, we will process the refund within 3 business days. Please note that the time it takes for the refunded amount to reflect in your account may vary depending on your payment method and financial institution.

Non-Custom Wig Orders:

For non-custom wig orders, our standard refund policy applies. Please refer to our general refund policy 

Important Notes:

  • All refund requests are subject to approval based on the conditions outlined in this policy.
  • We reserve the right to decline refund requests that do not meet the criteria mentioned herein.
  • Shipping fees are non-refundable.
  • Custom wigs that have already been shipped cannot be refunded until they have passed the 20-day processing period.

We appreciate your understanding and cooperation with our refund policy. Your satisfaction is of utmost importance to us, and we are committed to delivering exceptional products and service.

If you have any questions or concerns about our refund policy or need assistance with your order, please do not hesitate to contact our customer support team.

Thank you for choosing HerMate for your wig needs.


Materials, Construction and Projects

  • All pieces will be built with high quality materials, as appropriate to the individual project. 
  • The fit of your wig or facial hair is directly correlated to the correctness of the head or face tracing and other information you provide. If the tracing is not accurate or incorrect measurements are provided, the fit of the piece can be compromised. Custom Wig Company assumes no responsibility for fitting errors that are a result of inaccuracies of the head or face tracing.
  • Wig lace and  hair are delicate materials and require careful handling when wearing and cleaning. Custom Wig Company is not responsible for damage to the wig or pieces incurred due to excessive wear and tear on the piece, improper handling, or failure of the client to properly clean and store the pieces or damages incurred during shipping. Our has tons of great information to help you use and care for your piece.
    • Please ensure measurements are taken properly because we will not issue a refund due to improper measurements. If you have any concerns or need help with your measurements please contact us at hermate123@gmail.com. If you send in the wrong measurements, we are not liable for your wig not fitting. *You will be subject to a reconstruction fee*
    • We welcome all who want to come in person, please contact us for an appointment
    • When providing hair from other companies, we cannot guarantee that your hair will style correctly or your knots will bleach to the correct level. Once the wig is in your possession, we are no longer responsible for the wig and how you choose to maintain it.
    • Do not scratch the lace, apply direct heat to the lace, or excessively pull at the lace. This will damage your wig and reduce its longevity, HerMate will not be held responsible

Sincerely,

HerMate

info@hermatehair.com