Return, Exchange & Refund

Returns, Exchanges & Refunds

At TheDreamHair, we are committed to delivering premium-quality products. If you are not fully satisfied, we offer a clear and transparent return and exchange process.

Return Eligibility

To qualify for a return:

  • The request must be made within 7 days of receiving your order
  • The product must be:
    • Unused
    • Unwashed
    • Uncut
    • Unworn
    • Odor-free
  • All original packaging and tags must be intact
  • Proof of purchase is required

Non-Returnable Items

The following items are strictly non-returnable:

  • Wigs
  • Ponytails
  • Clip-In Hair Extensions
  • Halo (Flip-In) Extensions
  • Nano Ring Hair Extensions
  • Hair Toppers (Crown Toppers)
  • Custom-made products
  • Clearance or sale items

Return Shipping Responsibility

  • Customers are responsible for all return shipping costs
  • This includes international duties, taxes, and customs fees (if applicable)
  • Shipping fees are non-refundable

We only cover return shipping if the return is due to our error.

Exchanges

We offer exchanges under the following conditions:

  • The request must be made within 7 days
  • Product must meet all return eligibility criteria
  • No restocking fee is charged for exchanges

Customers are responsible for shipping costs for the replacement item.

Refunds

  • Refunds are processed only after the returned item is received and inspected
  • Refunds are issued to the original payment method
  • Shipping fees are not refundable

International Returns & Refused Shipments

For all international orders:

  • Customers are responsible for all return shipping costs, including customs duties and taxes
  • If a shipment is refused or returned:
    • A 20% handling/restocking fee applies
    • All shipping, return, and customs costs will be deducted
    • Refunds are processed only after the item is received and inspected

If:

  • The item is returned damaged or not in its original condition
  • The parcel is not returned
  • The parcel is abandoned or destroyed

👉 No refund will be issued

Order Cancellations

If an order is:

  • Cancelled after 24 hours
  • Refused at delivery
  • Returned due to incorrect address

A 20% cancellation fee will apply.

How to Return an Item

  1. Repackage the product securely in the original packaging
  2. Include your name and order number
  3. Use a trackable courier service

Send returns to:

TheDreamHair
31 Heerengracht Street
Foreshore, 8001
Cape Town
South Africa

Backorders

  • Backorder items are reserved for you once purchased
  • Estimated delivery times are provided
  • Orders are shipped immediately once stock arrives

Policy Updates

TheDreamHair reserves the right to update or modify this policy at any time.

Need Help?

Phone: +27 21 418 2336
WhatsApp: +27 79 943 7980
Email: info@thedreamhair.com