Refund policy
Returns & Refund Policy
Last updated: October 14, 2025
At H.O.B.A, your satisfaction matters to us. We carefully source and quality-check our products to ensure a smooth experience. If something isn’t right with your order, we’re here to help within the guidelines below.
Eligibility for Returns & Refunds
We accept return or refund requests only in the following cases:
1. Item arrived damaged, defective, or faulty
2. Wrong item or variant received (style, colour, size, etc.)
3. The item did not arrive after the expected shipping time
Proof Required: To process any claim, please email us clear photos or video evidence of the issue within 7 days of delivery.
Non-Returnable Situations
We do not accept returns or refunds in these cases:
1. Change of mind / no longer needed/bought by mistake
2. Incorrect address provided by the customer.
3. Delays caused by customs clearance or courier updates when tracking shows movement.
4. Requests made more than 14 days after delivery
5. Custom orders are final sale once production has started. No returns, exchanges, or refunds are accepted for custom-made wigs unless the item is damaged on arrival or we made an error with the order.
NB: For hygiene and safety, beauty tools, hair accessories, and personal care items are final sale unless defective.
Items Marked as Delivered but Not Received
If tracking shows “Delivered,” but you did not receive your package:
1. Please contact your local courier first to verify the exact drop-off details.
2. If you still cannot locate the package, you may request an investigation letter or a non-delivery statement from the courier.
Once provided, we will assist you further with a claim.
Refund or Replacement Options
Once your claim is approved, you may choose one of the following options:
|
Option |
What You Get |
|
- Replacement Shipment |
- A new item will be shipped at no extra cost. |
|
- Refund to Original Payment Method |
- Issued for approved cases after review. |
|
- Store Credit (Fastest Option) |
- Receive instant store credit to use on any product — no wait time. |
Refunds, if approved, are processed back to your payment method within 5–10 business days, depending on your bank.
No Need to Physically Return Products (In Most Cases)
To keep things simple and fast for you, most issues are resolved without requiring a physical return.
If a return is ever necessary, we will provide instructions directly via email. Unauthorized returns will not be processed.
How to Submit a Claim
Send an email to info@hobabeauty.com with the following:
- Full Name & Order Number
- Photo/Video Evidence of the Issue
- Short Description of the Problem
- Preferred Resolution: Replacement, Refund, or Store Credit
Our support team will review and respond within 24–48 hours.
Our Commitment to You
H.O.B.A is built on trust, style, and great customer experience. We handle every case with care and fairness while ensuring product quality and protection for both our customers and our growing brand community.
If you have any questions before ordering or need assistance, feel free to contact our customer support anytime — we’re here to help.