IS THIS YOUR FIRST EXPERIENCE WITH ALTERNATIVE HAIR?

If this is your first time purchasing an alternative hairpiece and you feel like your new topper or wig doesn’t quite suit you, keep the following in mind:

It’s normal to feel like it’s a lot of hair all at once. We’ve been there! It’s a big change, and it takes time to get used to. We recommend wearing it at home for a while—do a few simple tasks and take a look in the mirror from time to time. You’ll gradually adjust to the feel of it. Try blending it with your own hair, and if you feel comfortable, ask for an honest opinion from someone you trust.

If you’ve purchased a non-customized piece, remember that the hair is made to suit as many women as possible. This means you’ll likely need to personalize it to suit your own style. That might include trimming the length, thinning the density, layering the ends, or adding subtle highlights. Your topper or wig can completely transform once it’s styled and customized to your taste!

STILL HAVE DOUBTS?

If you wish to return your piece, we can offer a refund or exchange, provided you send the item back within 3 calendar days (including weekends and holidays) from the date of receipt. Please read our Returns & Exchange Policy carefully for full details.

RETURNS & EXCHANGE POLICY

If your piece is eligible for return (read carefully to check eligibility), you may choose one of the following options:

• Refund: A non-refundable 10% restocking fee (based on the value of the hairpiece) will apply. The customer is responsible for shipping costs (see the shipping section for details).

• Exchange for another piece: Available once only. Shipping charges will apply for the exchanged item. If the new piece is of higher value, the customer will pay the difference. If it’s of lower value, the difference can be used to cover shipping or converted into a store credit coupon.

• Online Store Credit: 100% refund in the form of a store coupon that never expires.

To be eligible for a return, exchange, or store credit, the hairpiece must:

• Be returned in perfect, unused, and resellable condition.

• Not have been altered in any way or exposed to heat.

• Not have had the part line changed, haircut, color, or styling done.

• Not have been washed, wet, or had any cap elements modified.

• Only be tried on; not worn or combined with other hair products.

When trying on the piece:

• Your biological hair must be clean and free from products (e.g., fibers, sprays, powders).

• Brush the hair, close the clips, and pack it in its original packaging including all accessories (also in perfect condition).

• The piece and all accessories must be completely odor-free (e.g., no perfume, smoke, pets). Pieces returned with odors will not be eligible.

All returned items are thoroughly inspected. Haroy is the sole authority on whether a piece has been altered or is eligible for return or exchange. Please allow 5–6 business days from the date of receipt for processing.

If the returned item does not meet these conditions, Haroy reserves the right to reject the refund or exchange and return the item at the customer's expense.

Shipping costs, credit card or bank fees, customs duties, taxes, and payment processing fees (e.g., 6%) are non-refundable.

CUSTOM ORDERS OR SALE ITEMS

Any customized hairpiece is non-refundable, as it has been made to the client's specific needs. Modifications to color, cut, or cap elements make the item ineligible for return or exchange. Likewise, discounted or promotional products are final sale and cannot be returned or exchanged.

SHIPPING, CUSTOMS, & TAXES

Clients are responsible for all shipping, customs, and import/export tax fees. Shipping fees are non-refundable.

If Haroy is charged any customs fees, this will be deducted from your refund or store credit.

For deliveries within Spain or the EU: no customs/import/export charges apply.

International customers must complete the customs declaration form correctly. Indicate that the item is a "return to retailer."

Haroy is not responsible for any item lost due to postal or courier service issues.

Customers are responsible for tracking and insuring their returns. Haroy is not liable for items lost, damaged, or stolen in transit.

SHIPPING INSTRUCTIONS

Returns can be made via:

1. A courier or postal service of your choice (read all instructions carefully).

2. Haroy Return Label Service: We can arrange the return shipping label through our courier. If you choose this option, the following amounts will be deducted from your refund/store credit:

   • Spain: €34

   • European Union: €48

   • Other countries: €88

We are not responsible for packages that are lost, stolen, or damaged:

• Before being accepted by our courier (if you choose our return label).

• If sent using a different return label than the one provided by Haroy.

To return your piece:

• Email info@haroycollection.com BEFORE the 48-hour window expires (from delivery) to request return instructions.

• We will send the return address and shipping instructions within 24 hours (it may differ from the shipping address).

• All returns must be shipped with tracking and insurance within 3 calendar days (72 hours), including weekends and holidays.

• The item must be in transit within the 72-hour window and tracking must be shared with Haroy  within that time.

• Clients are fully responsible for return shipping costs, regardless of any promotions applied at purchase.

IMPORTANT: Haroy ships all orders with signature upon delivery. If no one is available, the courier will leave instructions for collection or redelivery. If the package is not collected in time and returned to Haroy, a second delivery will need to be arranged at the client's expense, and the item will be considered final sale.

If the shipping address is modified by the client through DHL or another service, Haroy is not responsible for undelivered or lost items.

During checkout, you can choose shipping insurance. Declining this means you accept full responsibility for any loss or damage. Shipping insurance is non-refundable if the order is returned.

Please read our Shipping Guide for more information.