Refund policy
Return and Refund Policy
At Mavi Hair, we are committed to offering high-quality products and excellent customer service. Your satisfaction is important to us, which is why we offer a 14-day guarantee to ensure a satisfactory shopping experience.
If, for any reason, you are not satisfied with your purchase, please contact us at contact@mavihair.com.
Order Cancellation
If you wish to cancel your order, please contact our customer service team at contact@mavihair.com within 12 hours of placing your order, clearly stating that you wish to cancel it.
We will do our best to cancel your order and issue a refund. However, if your package has already left our warehouse, we will no longer be able to cancel the order. In this case, you may still return the item after receiving it, in accordance with the return conditions below.
If the cancellation is successfully processed, the refund will be issued within 3 to 5 business days. Please note that some payment methods or banking institutions may require additional time for the refund to appear. Upon request, we can provide proof that the refund has been issued on our side.
Return Policy
Our return policy is valid for 14 days from the delivery date. Unfortunately, if more than 14 days have passed since you received your order, we will not be able to offer a refund or process an exchange.
To be eligible for a return, the item must:
- be unused;
- be in the same condition in which you received it;
- be returned in its original packaging.
All returned items must be properly packaged. If the original packaging is no longer available, please use a suitable replacement box with sufficient protection.
The return address may vary depending on the product and will be confirmed by Mavi Hair at the time of your request.
To initiate a return, please send proof of purchase by email to contact@mavihair.com. Once your request has been received, we will send you a return form along with instructions based on your preferred option: refund, exchange, or store credit. The confirmed return address and the return deadline will also be communicated to you by email.
Mavi Hair cannot be held responsible for returns lost in transit or for packages sent to the wrong address. Returns will only be accepted at the specific address provided by our customer service team.
Non-Returnable Items
Please note that digital products, such as eBooks, digital documents, downloadable files, or media files, cannot be returned or refunded once delivered.
Defective Items
If you believe your item is defective, you must contact us within 14 days of delivery and provide sufficient evidence of the issue encountered.
If the defect is confirmed as a manufacturing defect, you may be eligible for either a refund or a replacement.
After 14 days from the delivery date, defects can no longer be considered manufacturing-related issues.
Refunds, If Applicable
Once your return has been received and inspected, we will notify you by email whether your refund request has been approved or rejected.
If the refund is approved, it will be processed within 3 business days through your original payment method.
Important Notes
Please note that no refund may be granted in the following cases:
- if delivery fails due to an incorrect or incomplete address provided by the customer;
- if the package is made available at a pickup point or for collection by the carrier and is not collected within the required timeframe, even if tracking information has been properly provided.
In these cases, the customer may be responsible for any reshipping fees.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in the following case:
- the product is confirmed to be defective.
Delayed or Missing Refunds
If you have not yet received your refund, we invite you to:
- check your bank account again;
- contact your credit card company, as it may take some time before the refund is officially posted;
- contact your bank, as processing time may also apply.
If, after completing all these steps, you still have not received your refund, please contact us at contact@mavihair.com.