Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your order, or 14 days from the date your order is picked up, to request a return.
To be eligible for a return, your item must be unused, unworn, unopened and in the same condition that you received it, with all original tags, seals and packaging intact. You’ll also need your receipt or proof of purchase.
Certain hair, beauty and personal-care products are subject to additional return restrictions for health and hygiene reasons. Please see the Exceptions / non-returnable items section below.
To request a return, contact us at info@lethuhairandbeaute.ca. All returns must be approved before an item is shipped back or returned in person. Items returned without prior authorization may not be accepted.
Local pickup orders: Approved returns for orders originally picked up locally may be returned in person by arrangement. Please contact us before bringing your return so we can provide return instructions and confirm the location and time.
Shipped orders: If your return is approved, we will provide instructions on where and how to send your item. Customers are responsible for return shipping costs unless the item received was incorrect, damaged or defective. Original shipping charges are non-refundable unless required by applicable law.
You can contact us with any return questions at info@lethuhairandbeaute.ca.
Damages and issues
Please inspect your order as soon as you receive it or, for local pickup orders, at the time of pickup whenever possible.
If an item is damaged, defective, missing, or you receive the wrong item, please contact us at info@lethuhairandbeaute.ca as soon as possible so we can evaluate the issue and make it right.
Please include your order number, a description of the issue, and clear photos of the item and packaging where applicable.
If we confirm that an item is damaged, defective or incorrect, we will provide an appropriate resolution, which may include a replacement, exchange or refund, depending on the circumstances and product availability.
Please note that damage caused after receipt or pickup through use, improper handling, installation, cutting, colouring, chemical processing, heat styling, alteration or failure to follow product-care instructions is not considered a product defect.
Exceptions / non-returnable items
For health, hygiene and safety reasons, certain items cannot be returned or exchanged once they have been opened, worn, used, installed, altered or removed from their original packaging or protective seals.
The following items are non-returnable once opened, used or altered:
• Wigs, ponytails, hairpieces, extensions and other wearable hair products
• Braiding hair and bulk hair that has been opened, separated, installed or altered
• Wigs or hairpieces that have been cut, coloured, washed, styled, chemically treated, or had the lace cut or altered
• Opened or used hair-care, styling, cosmetic and personal-care products
• Hair accessories and tools that cannot be resold for hygiene reasons after use or opening
• Personalized, customized or special-order items
• Gift cards
• Items clearly marked Final Sale
Unopened and otherwise eligible items may still qualify for return under our 14-day return policy.
If you are unsure whether an item is eligible for return, please contact us at info@lethuhairandbeaute.ca before returning it.
These restrictions do not affect any rights or remedies available to you under applicable consumer protection laws.
Exchanges
If you would like to exchange an eligible item, please contact us at info@lethuhairandbeaute.ca within 14 days of receiving or picking up your order.
Items must meet all of the eligibility requirements outlined in our return policy. Opened, used, worn, installed or altered hair and beauty products cannot be exchanged where the hygiene restrictions above apply.
Exchanges are subject to product availability. If the requested replacement is unavailable, you may choose another eligible item or request a refund where applicable.
For local pickup orders, approved exchanges may be completed in person by arrangement. Please contact us first to receive instructions and arrange a time.
For shipped orders, customers are responsible for applicable return and replacement shipping costs unless the exchange is required because we sent an incorrect, damaged or defective item.
Refunds
Once we receive and inspect your approved return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original method of payment. Please allow time for your bank or credit card company to process and post the refund to your account.
Original shipping charges are non-refundable, except where the return is due to an incorrect, damaged or defective item or where otherwise required by law.
For local pickup orders, approved refunds will also be returned to the original method of payment. Refunds will not be issued in cash for purchases originally made by card or another electronic payment method.
We reserve the right to refuse a refund if the returned item does not meet the eligibility requirements outlined in this policy, subject to applicable consumer protection laws.
If more than 10 business days have passed since we confirmed your refund and you have not received it, please contact us at info@lethuhairandbeaute.ca.