Refund policy

Refund & Returns Policy

At HairToque, we are committed to providing premium-quality hair products and exceptional customer service. Please read our Refund & Returns Policy carefully before placing your order.

Order Confirmation

Once an order has been placed and payment has been successfully processed, it is considered final. Please ensure all information, including your delivery address, contact details, product selection, and payment method, is correct before completing your purchase.

Unfortunately, we are unable to amend or cancel orders once they have been submitted.

Product Availability

All products are subject to availability.

Should an item become unavailable after your order has been placed, our Customer Support Team will contact you to discuss one of the following options:

  • A suitable replacement product.
  • Waiting for the item to be restocked.
  • A full refund if no suitable replacement is available.

Refund Policy

HairToque does not offer refunds for:

  • Change of mind.
  • Incorrect product selection by the customer.
  • Orders placed in error.
  • Hair extensions.
  • Wigs.
  • Hairpieces.
  • Human hair products.
  • Sale or promotional items.Products that have been opened, used, worn, altered, or damaged after delivery.

Refunds will only be issued under the following circumstances:

  • The product is out of stock and no suitable replacement is available.
  • A pricing error occurred on our website.
  • We are unable to fulfil your order.
  • Hair Toque supplied the incorrect product.

Where a refund is approved, it will be processed to the original payment method within 7–14 business days, depending on your financial institution.

Returns

Returns are accepted within 14 working days of receiving your order only if:

  • The wig has not been worn.
  • The lace has not been cut.
  • The knots have not been bleached.
  • The hair has not been washed, styled, coloured or altered.
  • The product remains in its original condition.
  • All original packaging, tags, accessories and inserts are included.

Customers are responsible for all return shipping costs unless the return is due to our error or the product is defective.

Please note that meeting the return conditions does not automatically qualify the order for a refund. Approved returns may be exchanged where applicable.

Exchanges

HairToque accepts exchanges within 14 working days of delivery provided that:

  • The product has not been opened or used.
  • The product remains in its original packaging.
  • The item is in resalable condition.Proof of purchase is provided.

Exchanges are subject to stock availability.

Damaged, Defective or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us within 14 working days of delivery.

Please include:

  • Your order number.
  • A description of the issue.
  • Clear photographs showing the damage or defect.

Once the returned product has been received and inspected, HairToque will:

  • Replace the item where stock is available; or 
  • Issue a full refund if a replacement cannot be provided.

HairToque will cover all return shipping costs for defective, damaged, or incorrectly supplied products.

Shipping Costs

Shipping charges are non-refundable except where:

  • The incorrect item was supplied.
  • The item arrived damaged.
  • The product is confirmed to be defective.

Customer Responsibility

Customers are responsible for reviewing their orders carefully before checkout.

HairToque cannot be held responsible for:

  • Incorrect addresses supplied by customers.
  • Incorrect product selections.
  • Payment errors.
  • Delays caused by courier services once orders have been dispatched.

Pricing & Website Errors

Prices and product availability may change without notice.

HairToque reserves the right to correct pricing errors, product descriptions, or website inaccuracies at any time.

If an order is affected by a pricing error or stock issue, customers will be contacted and offered either:

  • A replacement product.
  • A full refund.
  • Order cancellation.

Product Sensitivity

HairToque is not responsible for allergic reactions or sensitivities to any product ingredients.

Customers are encouraged to read product information carefully and perform a patch test where applicable before use.

Contact Us

If you have any questions regarding your order or this policy, please contact us. HairToque

Customer Support Email
info@hairtoque.com

Telephone & WhatsApp
064 544 8447

Business Address
5 Cross North Avenue
Randburg, Gauteng 2188
South Africa

Customer Service Hours

Monday – Friday: 08:00 – 17:00

Saturday: 08:00 – 17:00

Policy Updates

HairToque reserves the right to amend this Refund & Returns Policy at any time without prior notice. Any updates will be published on HairToque.com.

By placing an order with HairToque, you acknowledge that you have read, understood, and agreed to this Refund & Returns Policy.