Refund policy
Returns & Refund Policy
(Last updated: August 18, 2026)
At H.O.B.A Beauty, every product is carefully made, inspected and packaged. If something is wrong with your order, please contact us according to the conditions below.
14-Day Claim Window
Return, adjustment or refund requests must be submitted within 14 calendar days from the delivery date.
Submitting a request does not automatically approve a return or issue a refund. H.O.B.A Beauty must review and approve every request.
Eligible Claims
We accept claims when:
- The item arrived damaged, defective or faulty.
- The wrong item or variant was sent.
- H.O.B.A Beauty made an error with the confirmed style, colour, size, length or customization.
- The courier confirms that the shipment was lost or not delivered.
Customers must provide clear photographs or videos showing the problem.
Custom and Made-to-Order Wigs
Custom, personalized and made-to-order wigs are final sale once production begins.
Custom orders cannot be returned or refunded because of:
- A change of mind
- Incorrect measurements supplied by the customer
- Selecting the wrong colour, length, style or hair type
- Personal preference after receiving the confirmed design
- Failure to read the product description or production timeframe
A custom wig may still qualify for an adjustment, repair, replacement or refund if it arrived damaged, defective or materially different from the confirmed order.
Return Conditions
If a physical return is required, the product must not be worn, washed, styled, cut, coloured or altered after the problem is discovered.
The lace must remain uncut, and the product must be free from perfume, smoke, makeup, hair products and other odours.
Products that have been used, altered or damaged by the customer will not qualify for a return.
Adjustments and Repairs
If a problem can reasonably be corrected, H.O.B.A Beauty may offer an adjustment or repair before providing a replacement or refund.
If the adjustment is required because of an error made by H.O.B.A Beauty, we will cover the approved return and reshipping costs.
If the adjustment results from measurements, selections or instructions supplied by the customer, the customer is responsible for the adjustment and shipping costs.
An adjustment request does not automatically qualify for a refund.
Non-Returnable Situations
We do not accept returns or refunds for:
- Change of mind, accidental purchase or no longer needing the product.
- Incorrect measurements or options selected by the customer.
- Incorrect or incomplete shipping information provided by the customer.
- Customs or courier delays while tracking still shows movement.
- Requests submitted more than 14 days after delivery.
- Custom orders after production begins, except for verified damage, defects or errors made by H.O.B.A Beauty.
- Products that have been worn, washed, styled, cut, coloured or altered.
- Beauty tools, hair accessories and personal-care items, unless defective.
Incorrect Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address.
If an order is returned because of an incorrect or incomplete address, the customer must pay the new shipping cost. Original shipping charges are non-refundable.
Packages Marked Delivered but Not Received
If tracking shows “Delivered” but you cannot locate the package:
- Check the property, building reception and safe-delivery locations.
- Ask household members or neighbours.
- Contact the local courier to confirm the delivery location.
- Contact H.O.B.A Beauty if the package is still missing.
We may open an investigation with the courier. Any replacement or refund decision will be made after the investigation is completed.
Return Shipping
Customers are responsible for purchasing tracked return shipping unless the return resulted from verified damage, a defective item, a wrong item or an error made by H.O.B.A Beauty.
Do not return anything without written approval. Return instructions and the return address will be provided by email.
Unauthorized returns will not be processed. H.O.B.A Beauty is not responsible for returned packages lost in transit.
We do not charge a restocking fee.
Original shipping costs, customs duties and other delivery charges are non-refundable unless the issue was caused by H.O.B.A Beauty or applicable law requires otherwise.
Resolution Options
After reviewing the claim, H.O.B.A Beauty may provide:
- An adjustment or repair
- A replacement
- A refund to the original payment method
- Store credit, with the customer’s agreement
The appropriate solution will depend on the issue and applicable consumer law.
Refund Processing
If a return is required, the item must normally be received and inspected before a refund is issued.
Approved refunds will be returned to the original payment method. After processing, banks and payment providers may require 5–10 business days to post the refund.
Cancellations
Custom orders may be cancelled within 24 hours after purchase.
After 24 hours or once production begins, the order cannot be cancelled. Cancellation requests must be emailed to info@hobabeauty.com with the customer’s name and order number.
How to Request a Return Online
To submit a return request:
- Click “Request a Return” in the footer of our website or tap the account/profile icon at the top of hobabeauty.com.
- Enter the email address used to place your order and click Continue.
- Check your email for the six-digit verification code and enter it to access your account.
- Select the order containing the item.
- Click Request return.
- Select the item, choose the return reason and add details about the issue.
- Click Request return to submit your request.
You will receive an email confirming that your request was submitted. Please do not send the product back until H.O.B.A Beauty reviews the request and sends return instructions.
If the return button does not appear, the product may be final sale, outside the 14-day return window or not yet delivered. For damaged, defective or incorrect custom orders, email info@hobabeauty.com with your order number and clear photographs or videos.
How to Submit a Claim
Email info@hobabeauty.com with:
- Your full name
- Order number
- A description of the problem
- Clear photographs or videos
- Your preferred resolution
We normally respond within 1–2 business days.
Nothing in this policy limits consumer rights that cannot legally be excluded.
Contact
H.O.B.A Beauty
Email: info@hobabeauty.com