ABOUT USTerms & Conditions
Please read this Agreement carefully before completing your payment.
If any terms are unclear, the Buyer is encouraged to contact ZLUX HAIR for clarification prior to placing an order.
By placing an order, the Buyer acknowledges that they have read, understood, and agreed to be bound by the terms and conditions set forth in this Agreement. ZLUX HAIR and the Buyer (collectively, the “Parties”) agree that this Agreement governs the purchase of products and establishes the rights and obligations of both Parties.
This Agreement sets out the terms governing the business relationship between the Parties in connection with the production and purchase of custom-made hair products.
I. INTRODUCTION
The Buyer hereby agrees to be bound by the terms and conditions set forth in this Agreement (the “Agreement”) in connection with the goods, services, and information provided through the purchase of any ZLUX HAIR product or item.
This Agreement constitutes the entire agreement between ZLUX HAIR and the Buyer and supersedes all prior and contemporaneous agreements, understandings, negotiations, representations, and warranties, whether written or oral, relating to the goods, services, and information provided by ZLUX HAIR.
The Buyer acknowledges and agrees that they have had the opportunity to review this Agreement prior to the Initial Consultation and prior to making any purchase. Any purchase of goods or services shall constitute the Buyer’s full acceptance of this Agreement and acknowledgment of the terms and conditions set forth herein.
II. PAYMENT POLICY
DEPOSIT: When placing a new order, the Buyer is required to make a deposit of at least thirty percent (30%) of the total order value.
FINAL PAYMENT: Final payment shall be made to ZLUX HAIR when production is completed and the order is ready to ship. Upon receipt of final payment, the product shall become the property of the Buyer, subject only to the abandonment provisions set forth herein.
TAXES: All prices are quoted exclusive of taxes. Any applicable taxes, duties, or governmental charges shall be the responsibility of the Buyer and may vary depending on the applicable jurisdiction.
EXCHANGE RATE: The Merchant shall have sole discretion in determining the exchange rate between USD and VND and shall disclose the applicable exchange rate on the payment link prior to payment. By completing payment, the Buyer acknowledges and agrees to the disclosed exchange rate.
PAYMENT: The Buyer represents and warrants that (i) the credit card information supplied is true, complete, and correct; (ii) charges incurred by the Buyer will be honored by the Buyer’s credit card company; (iii) the Buyer shall pay any charges incurred at the amounts in effect at the time incurred, including all applicable taxes and fees; and (iv) the Buyer will not cancel any credit cards on file with ZLUX HAIR during the term of this Agreement. The Buyer shall be responsible for all charges incurred through the use of credit card authorization to the Company.
The Buyer shall not reverse any fees from debit/credit cards. In the event of any disagreement, the Buyer agrees to apply the Notice/Choice of Law/Forum section of this Agreement.
Any such reversal of payment shall be deemed a breach of this Agreement and shall be immediately actionable.
III. SHIPPING POLICY
ZLUX HAIR processes orders on business days (Monday through Friday, Eastern Standard Time (EST)), excluding holidays observed by the postal service.
Processing Time: 6–30 days, depending on the quantity and specifications of the order.
Estimated Delivery Time: 5–14 business days for international shipments under normal conditions. Delivery may take longer during holiday seasons; however, it will not exceed 60 days.
ZLUX HAIR works with professional international shipping and courier service providers. Tracking information will be sent to the Buyer by message within 4–7 days after the parcel has been picked up by the carrier.
All shipping costs, taxes, and related fees are the responsibility of the Buyer, including any costs incurred for returns, exchanges, or revamping services.
For customs clearance purposes, all packages shipped via DHL, UPS, or FedEx are declared as “Synthetic Fiber/Synthetic Hair,” although ZLUX HAIR’s products are made from 100% real human hair. This declaration helps ensure smoother customs processing and reduces the likelihood of customs-related issues or excessive customs fees.
By placing an order and completing payment, the Buyer acknowledges and accepts this shipping declaration and agrees not to make any claims regarding this matter.
Order Tracking
The Buyer will receive a confirmation email or message with a tracking link to track the order. Please allow 2–4 days for the carrier to scan the package into the shipping system.
If the Buyer attempts to track the package and no information is available, this simply means the carrier has not yet processed the package. Once the package is scanned into their system, tracking updates will appear on the tracking page.
Incorrect Address
The Buyer must ensure that the correct address is provided at checkout, as ZLUX HAIR is not responsible if the order is delivered to an incorrect address.
If the Buyer contacts the final-mile carrier after the order has left our warehouse and requests that the package be forwarded or redirected, ZLUX HAIR is not responsible if the package is lost, stolen, or damaged.
IV. CANCEL AN ORDER
When placing an order, the Buyer may change the product type and quantity or cancel the order within 24 hours of successful payment.
• ZLUX HAIR will issue a 100% refund if the Buyer notifies us within 24 hours of payment.
• Within 24 hours of successful payment, the Buyer may change color, texture, length, etc.
• After 24 hours from successful payment, the order cannot be modified. If the Buyer chooses to cancel the order, a 30% fee of the total order value will be charged.
V. REFUND & RETURNS
If an item arrives damaged, it will be repaired subject to the terms and conditions set forth herein.
- ZLUX HAIR accepts claims for compensation, refunds, or returns only for orders that are seriously damaged due to our error and reported within 3 days of receipt. However, all cases are subject to review and must be mutually agreed upon by both parties.
- The Buyer must provide clear and convincing evidence (including videos, photographs, or other relevant documentation) demonstrating the issue with the product in order to request a resolution. ZLUX HAIR reserves the right to reject claims that are not supported by sufficient evidence.
- All returned products must remain unused, unworn, unaltered, and untampered with. Products that have been used, worn, altered, or tampered with are not eligible for return.
- The Buyer is responsible for shipping returned products back to us. All transaction fees, shipping fees, customs duties, taxes, and any other related costs associated with the return shall be borne by the Buyer.
- ZLUX HAIR will not be responsible for packages damaged by the Buyer or packages lost during return shipment.
- Refunds will only be issued after the returned product has been received and inspected.
- All orders cannot be returned or refunded after 7 days of receipt (as confirmed by DHL/UPS/FedEx tracking code or shipping agent) under any circumstances.
- Once an order has entered the production or processing stage, cancellations will not be accepted. If the Buyer cancels an order during production or after completion without written approval, ZLUX HAIR reserves the right to retain the Buyer’s deposit as compensation for losses and costs incurred.
- Any item not picked up by the Buyer within six (6) months of notification that it is ready for pickup will be forfeited and become the property of ZLUX HAIR. NO REFUND will be offered.
VI. COMMON INCIDENTS WITH SHIPMENT/PACKAGE
1. Lost Package
In case the package is missing, ZLUX HAIR will require 3–30 days (depending on the transportation process) to investigate with the shipping company. During this time, no refunds will be issued until the issue is resolved.
Case 1: ZLUX HAIR will not accept a refund if the package is confirmed as successfully delivered by the shipping company with valid proof. We are not responsible for compensation or complaints if the Buyer reports the package as lost while it has been confirmed as delivered by the shipping company or a third party.
Case 2: ZLUX HAIR will accept a replacement order if the package is determined to be lost due to the shipping company’s fault. After an investigation period of 3–30 days, if confirmed, ZLUX HAIR will resend the same items at no additional cost.
2. Wrong, Damaged, or Missing Items
When receiving items, the Buyer must record a video before and during the unboxing of the parcel. Please note:
2.1 A continuous unboxing video is required.
2.2 Photos are not accepted as valid proof.
ZLUX HAIR will not accept returns or refunds if a full unboxing video is not provided.
With a valid unboxing video, if it is confirmed that the order was shipped with missing items, wrong products, or damaged products due to ZLUX HAIR’s fault, ZLUX HAIR will offer compensation or include replacement items in the next order.
VII. COLOR / STYLE / QUALITY
All products are made using 100% natural human hair. Due to the inherent characteristics of natural hair and variations in lighting, display devices, photography, and environmental conditions, actual product appearance (including color, texture, and style) may differ from images or videos shown online.
The Buyer acknowledges and agrees that each wig is a custom, made-to-order product manufactured according to the Buyer’s selected specifications, including size, shape, color, style, and length. Each item requires manual processing and professional craftsmanship.
ZLUX HAIR will use commercially reasonable efforts to produce each product in accordance with the Buyer’s specifications. However, minor variations in color, texture, density, or style may occur due to the natural properties of human hair and manufacturing processes. Such variations shall not be considered defects or non-conformity.
The Buyer further acknowledges that natural human hair is subject to gradual changes over time, including but not limited to color oxidation, texture variation, and styling changes due to environmental factors such as humidity, temperature, and seasonal conditions.
Accordingly, ZLUX HAIR does not guarantee exact color or style retention over time.
ZLUX HAIR reserves the right to charge additional fees for any post-delivery modification requests relating to color or length made more than three (3) months after delivery, subject to the applicable Product Warranty terms.