Returns & Refunds policy

# Return & Refund Policy

Qingdao Fashengyuan Co., Ltd.

Last Updated: October 27, 2026

Thank you for choosing Qingdao Fashengyuan Co., Ltd.

We specialize in supplying 100% human hair wigs, hair bundles, closures, frontals, hair extensions, and customized hair products to wholesale buyers, salon owners, hair brands, and beauty businesses worldwide.

As most of our products are made to order according to each customer's specifications, our return and refund policy differs from that of a traditional retail store.

Please read this policy carefully before placing an order.

## 1. Business-to-Business Orders

Our products are primarily supplied for wholesale and business purposes.

We do not generally maintain ready-to-ship inventory. Most orders are produced or customized according to the buyer's confirmed requirements.

These requirements may include:

- Hair length, texture, color, and density

- Hair quality and grade

- Lace type and cap construction

- Wig size and customization

- Private-label logos and packaging

- Other agreed product specifications

By confirming an order, the buyer acknowledges the specifications stated in the approved quotation, proforma invoice, or other written order confirmation.

Nothing in this policy excludes any rights or remedies that cannot legally be excluded under applicable law.

## 2. Sample Order Policy

We recommend that new wholesale customers purchase samples before placing larger orders.

Sample orders allow buyers to evaluate our hair quality, texture, lace construction, density, and workmanship.

Please note:

- All sample orders must be paid for before production.

- We do not provide free hair samples or complimentary hair swatches.

- Sample prices may differ from bulk wholesale prices.

- International shipping charges are payable by the buyer unless otherwise agreed.

- Sample purchases are not automatically refundable or deductible from future orders.

- Any partial sample-cost credit toward a future bulk order must be agreed upon in writing before purchase.

Sample orders are subject to the same quality assurance and claims procedures described below.

## 3. Order Confirmation and Production

Before production begins, buyers are responsible for reviewing and confirming their order details.

These may include:

- Product type and quantity

- Hair length and texture

- Hair color and density

- Lace type and cap construction

- Cap size

- Customization requirements

- Private-label packaging details

- Shipping address and delivery information

Production will be arranged according to the confirmed specifications.

Changes requested after production has started may result in additional charges or may not be possible.

## 4. Order Cancellation

### 4.1 Before Production

Buyers may request cancellation before production begins.

If an order is eligible for cancellation, any refund will be calculated after deducting reasonable, documented costs already incurred for that order, where permitted by applicable law and the agreed order terms.

### 4.2 After Production Has Started

Because our products are generally made to order, cancellation requests submitted after production has started may not be accepted for a change of mind.

If cancellation is possible, any refund or charge will depend on the production stage, actual costs incurred, applicable law, and the agreed order terms.

### 4.3 After Shipment

Orders cannot normally be canceled once they have been dispatched.

Any return or refund request after shipment will be handled under the applicable sections of this policy.

## 5. Returns and Exchanges

Due to the customized nature of our products and hygiene considerations, we do not generally accept returns or exchanges for a change of mind when products have been manufactured according to the buyer's confirmed specifications.

Examples include:

- The buyer changes their mind after production.

- The buyer no longer needs the products.

- The buyer prefers a different length, density, or texture after receiving correctly supplied goods.

- The buyer wishes to change a previously approved custom color or design.

However, this restriction does not prevent buyers from submitting claims for verified manufacturing defects, incorrect products, shortages, or other issues for which the seller is responsible.

Any approved return must follow the instructions provided by our customer service team.

Please do not return products without prior authorization.

## 6. Product Quality and Natural Hair Characteristics

Our products are made with 100% human hair according to the hair grade and specifications agreed upon for each order.

Because human hair is a natural material, minor variations in texture, appearance, and color may occur.

Customers should also understand that:

- Some shedding may occur during normal handling, washing, or brushing.

- Improper care, excessive heat, harsh chemical treatments, or aggressive brushing may cause damage.

- Curly and textured hair

requires appropriate maintenance.

- Hair color may appear slightly different under various lighting conditions or display settings.

- Hair longevity depends on the hair grade, usage, maintenance, and chemical processing.

Normal characteristics of human hair do not automatically constitute manufacturing defects.

However, excessive shedding, abnormal tangling, construction defects, or other reported quality problems will be assessed based on the circumstances and supporting evidence.

## 7. Quality Complaints and Incorrect Products

If a buyer believes that an order contains a manufacturing defect or does not match the confirmed specifications, please contact us within 7 calendar days of delivery, where reasonably possible.

Please provide:

1. Order number or proforma invoice.

2. A description of the issue.

3. Clear photographs or videos showing the problem.

4. The affected product specifications and quantity.

5. Any other relevant information needed for verification.

We may request additional information or arrange further inspection where necessary.

If an issue is confirmed to be our responsibility, we will offer an appropriate remedy, which may include:

- Repair or correction

- Replacement

- Reshipment of affected goods

- Partial refund

- Full refund for the affected goods, where appropriate

The remedy will depend on the nature and severity of the issue, the agreed order terms, and applicable law.

The 7-day reporting period is intended to help us investigate promptly. It does not eliminate any non-excludable legal rights or remedies.

## 8. Used, Altered, or Damaged Products

For hygiene and product inspection purposes, buyers should avoid unnecessary alteration of products while a return or quality claim is being assessed.

Examples of alterations include:

- Cutting or trimming lace

- Bleaching or dyeing hair

- Chemical processing

- Cutting or restyling the hair

- Modifying the wig cap or construction

Alterations may affect our ability to verify the original condition of the product.

We may decline discretionary returns of used or altered products.

However, an alteration does not automatically invalidate a legitimate claim concerning a pre-existing defect or a legal right that cannot be excluded.

## 9. Pre-Shipment Quality Inspection

We conduct quality checks before dispatching orders.

Where practical, we may provide photographs or videos of completed products for the buyer's review before shipment.

Buyers are encouraged to check the available product details and notify us promptly of any discrepancies.

Pre-shipment photographs and videos may be retained as part of the order documentation.

Buyer approval of pre-shipment images does not waive the buyer's right to report genuine defects, incorrect items, or shortages discovered after delivery.

## 10. International Shipping and Delivery

We generally arrange international shipping through carriers such as FedEx or DHL.

Estimated delivery times are typically 3–7 business days after dispatch, depending on the destination and shipping conditions.

Delivery estimates are not guaranteed.

Delays may occur due to:

- Customs inspections

- Carrier operations

- Weather conditions

- Public holidays

- Remote delivery locations

- Other circumstances beyond our reasonable control

Shipping charges and any applicable import duties or taxes will be handled according to the agreed quotation and shipping terms.

## 11. Missing Items, Damaged Packages, and Shipping Disputes

If a buyer receives a damaged package or believes that items are missing, please notify us as soon as reasonably possible, preferably within 48 hours of delivery.

To assist with the investigation, please provide any available evidence, including:

- Photographs of the outer shipping carton

- Photographs of shipping labels and seals

- Images showing damage or signs of tampering

- Photographs of all items received

- An unboxing video, if available

- Package weight records, if available

- Receiving records from any freight forwarder or third-party warehouse

An unboxing video is helpful but is not a mandatory condition for submitting a claim.

We will review the available information, including order records, packing documentation, pre-shipment evidence, carrier tracking information, and relevant weight records.

Where appropriate, we will open an investigation with the shipping carrier.

If the buyer uses an independent freight forwarder, warehouse, or reshipping service, we may also request relevant receiving and forwarding records to help determine where the discrepancy occurred.

Carrier weight records and proof of delivery will be considered alongside other evidence. They will not automatically be treated as conclusive proof that all items were received.

If a shortage, incorrect shipment, or damage is confirmed to be our responsibility, we will provide an appropriate remedy.

If responsibility remains disputed, we will continue to assess the available evidence