Refund policy

Last updated: June 26, 2026

At Queen’s Soul, we want you to feel confident when choosing your hair extensions. Please review this Return & Refund Policy carefully before placing your order, particularly the product condition and hygiene requirements below.

1. Return Window

You may request a return within 30 calendar days of the date your order is delivered.

A return request submitted after the 30-day return window may not be accepted unless otherwise required by applicable law.

Submitting a return request does not automatically mean that the return has been approved. All returns must be reviewed and authorized by Queen’s Soul before being sent back.

2. Return Eligibility

To qualify for a return, the product must be:

• Unworn, unused and uninstalled;

• Unwashed and free from styling products;

• Uncut, uncolored, unbleached and otherwise unaltered;

• Free from odors, stains, makeup, hair products and other signs of use;

• Attached to its original backing, ties or product holder, where applicable;

• Returned with all original tags, accessories, inserts and packaging;

• Protected by its original hygiene seal, where the product was supplied with one;

• In the same resalable condition in which it was received; and

• Accompanied by a valid order number or other proof of purchase.

Products that do not meet all applicable eligibility conditions may be refused and returned to the customer at the customer’s expense.

3. Hair Extension Hygiene Requirements

Hair extensions are personal-use beauty products. For hygiene and quality-control reasons, we cannot accept a change-of-mind return once a product has been worn, installed, altered or handled beyond what is reasonably necessary to inspect the shade and product.

Where a hygiene seal is supplied, please do not remove or break the seal until you are satisfied with the shade, length and product type.

A product may not be eligible for return if:

• The hygiene seal has been removed, broken or damaged;

• The hair has been removed from its original backing or packaging;

• The hair has been worn, tried on extensively or installed;

• Clips, tape tabs, bonds, tips or wefts show signs of installation or use;

• Tape protective covers have been removed;

• A weft has been cut, folded, sewn or altered;

• The hair has been brushed excessively, washed, conditioned or treated;

• The hair has been curled, straightened or exposed to heat styling;

• The hair has been colored, toned, bleached, chemically treated or cut;

• Styling products, oils, sprays, adhesives or removers have been applied;

• The product has absorbed smoke, perfume or other odors; or

• The original packaging, product card, tags or accessories are missing.

These restrictions do not limit any mandatory rights you may have regarding defective, damaged, incorrect or misdescribed products.

4. Shade and Color Selection

Hair color may appear different depending on lighting, screen settings, photography and the natural variation of human hair.

Please compare the product shade before opening the hygiene seal or removing the hair from its original packaging.

If you are uncertain about your shade, contact us at service@queenssoulhair.com before opening or using the product. Please include clear photographs of your hair taken in indirect natural daylight so that our customer care team can provide general shade guidance.

Shade recommendations are provided as guidance only. A recommendation does not guarantee an exact match because natural hair color, undertone, lighting and device displays may vary.

A shade-related return must still satisfy all return eligibility and hygiene requirements described in this policy.

5. How to Request a Return

To request a return, email:

service@queenssoulhair.com

Please include:

• Your full name;

• Your order number;

• The product or products you wish to return;

• The reason for the return;

• Clear photographs showing the product, packaging and intact hygiene seal; and

• Photographs or video of any damage, defect or incorrect item, where applicable.

Our customer care team will review your request and notify you whether the return has been approved.

Please do not send a product back before receiving written return authorization.

6. Return Authorization and Return Address

Approved returns must be sent only to the return address provided in the return authorization email.

Queen’s Soul does not publish a universal return address because the correct return location may vary depending on the product, order destination and fulfillment location.

Do not return an order to the address printed on the original shipping package unless our customer care team specifically instructs you to use that address.

Returns sent:

• Without prior authorization;

• To an unauthorized address;

• Cash on delivery;

• After the stated return deadline; or

• Without sufficient identifying information

may be refused, delayed or returned to the sender.

A return authorization is valid only for the order and products listed in the approval email.

7. Return Shipping Costs

Unless the return is caused by a verified product defect, shipping damage or an incorrect item sent by Queen’s Soul, the customer is responsible for all return shipping costs.

We do not provide prepaid return labels for change-of-mind, shade-selection, length-selection or product-method returns unless we expressly agree otherwise in writing.

Original shipping charges, express shipping surcharges, package protection fees and other delivery-related fees are non-refundable, except where required by applicable law.

If Queen’s Soul confirms that an item is defective, damaged in transit or incorrect, we will provide an appropriate resolution and, where applicable, cover reasonable authorized return shipping costs.

Do not purchase an expedited return service or incur additional shipping expenses without written approval from Queen’s Soul. Unauthorized expenses may not be reimbursed.

8. Return Packaging and Tracking

Customers are responsible for packaging returned products securely.

We strongly recommend using a trackable shipping service and retaining:

• The return tracking number;

• The shipping receipt; and

• Proof of the package weight and date of shipment.

Queen’s Soul is not responsible for return packages that are lost, damaged, delayed or delivered to an incorrect or unauthorized address.

A return is not considered received until the package has been delivered to and accepted at the authorized return location.

9. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it is delivered.

Contact service@queenssoulhair.com as soon as possible if:

• The product is damaged;

• The product appears defective;

• You received the wrong product, shade, length or quantity; or

• Items are missing from your order.

Where reasonably possible, please report these issues within 7 calendar days of delivery so that we can review the issue promptly.

Your email must include:

• Your order number;

• A description of the issue;

• Clear photographs of the shipping package;

• Clear photographs of the product label and packaging;

• Clear photographs or video showing the reported problem; and

• A photograph of the shipping label, where relevant.

Please keep the product and all packaging until the claim has been resolved.

Do not install, wash, cut, color, alter or dispose of a product that you believe is defective or incorrect. Altering or using the product before we complete our review may prevent us from verifying the issue.

If the claim is approved, Queen’s Soul may, depending on the circumstances and applicable law:

• Replace the affected item;

• Send a missing item;

• Provide store credit;

• Issue a partial refund; or

• Issue a full refund.

Normal color variation, slight differences caused by lighting or screen displays, normal human-hair characteristics and damage caused by improper use, installation, removal, care or chemical treatment are not considered manufacturing defects.

Nothing in this section limits any non-excludable consumer rights under applicable law.

10. Non-Returnable Items

The following items are not eligible for change-of-mind returns:

• Products that fail to meet the return eligibility requirements;

• Products with a removed or broken hygiene seal, where applicable;

• Worn, installed, washed, cut, colored, bleached or altered hair extensions;

• Tape-In products with removed tape covers or used adhesive tabs;

• I-Tip products that have been installed, bonded or altered;

• Genius Weft products that have been cut, sewn, folded or installed;

• Clip-In products showing signs of wear, installation or alteration;

• Custom-made, personalized or specially ordered products;

• Gift cards;

• Complimentary gifts and promotional items;

• Items marked “Final Sale” at the time of purchase; and

• Products purchased from an unauthorized third-party seller.

A promotional discount or discount code does not automatically make an item Final Sale unless the product was clearly identified as Final Sale before purchase.

Products purchased from another retailer, marketplace, salon or third-party seller must be returned through the original place of purchase and are subject to that seller’s return policy.

11. Exchanges

We do not currently process direct product exchanges.

The fastest way to receive a different shade, length or extension method is to:

1. Request a return for the original eligible product;

2. Wait for the return request to be approved; and

3. Place a separate order for the replacement product.

The replacement order is subject to current product availability and pricing.

Approval of the original return does not reserve inventory for a replacement order.

12. Refund Review and Inspection

After an authorized return is delivered, please allow time for it to be received, opened and inspected.

We will email you after the inspection has been completed and confirm whether the refund has been approved, partially approved or declined.

If a returned product does not meet the requirements of this policy, Queen’s Soul may:

• Decline the refund;

• Reduce the refund where permitted by applicable law;

• Return the product to the customer at the customer’s expense; or

• Request payment of additional shipping charges before sending the product back.

We do not charge a standard restocking fee for eligible returns received in their original condition. However, this does not require Queen’s Soul to accept a product that is used, damaged, incomplete or otherwise ineligible.

13. Refund Method and Processing Time

Approved refunds will be issued to the original payment method.

Please allow up to 10 business days after refund approval for Queen’s Soul to submit the refund to the payment provider.

After the refund has been submitted, your bank, card issuer, PayPal account or payment provider may require additional processing time before the funds appear in your account.

Queen’s Soul cannot control processing times imposed by banks or payment providers.

If more than 15 business days have passed since we confirmed that your refund was issued, contact:

service@queenssoulhair.com

Please include your order number and refund confirmation information.

14. Partial Refunds

Where permitted by applicable law, a partial refund may be issued if:

• Part of an order is returned;

• A returned item is missing packaging or included accessories;

• The value of a product has been reduced by handling beyond what is reasonably necessary to inspect it;

• A promotional bundle is returned incomplete;

• A free gift is not returned with the qualifying order; or

• Non-refundable shipping or other permitted costs must be deducted.

Any proposed deduction will be explained when we communicate the return decision.

15. Promotional Bundles and Free Gifts

If an order qualified for a bundle price, volume discount or free gift, all products required for that promotion must be returned together to receive a full refund.

If only part of a promotional order is returned:

• The remaining items may be repriced at their regular purchase price; and

• The value of any unreturned free gift may be deducted from the refund,

where permitted by applicable law.

16. Order Cancellations

Contact service@queenssoulhair.com as soon as possible if you wish to cancel or modify an order.

We will try to accommodate cancellation or modification requests, but we cannot guarantee that an order can be changed or canceled after it has entered processing, fulfillment or shipment.

An order that has already shipped cannot be canceled and must follow the applicable return process after delivery.

If Queen’s Soul cancels an order before shipment, the amount paid for the canceled product will be refunded to the original payment method.

17. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate delivery address at checkout.

If an order is returned because of:

• An incorrect or incomplete address;

• An unclaimed package;

• A refused delivery;

• Failure to collect the package;

• Failure to pay applicable import charges; or

• Another circumstance attributable to the recipient,

the customer may be responsible for the original shipping cost, return shipping cost, carrier fees and reshipping costs, where permitted by applicable law.

Any eligible refund will be processed only after the returned package has been received and inspected. Applicable shipping or carrier costs may be deducted from the refund.

18. International Returns, Customs Duties and Taxes

International customers are responsible for following the return instructions and customs declaration requirements provided in the return authorization email.

The customer is generally responsible for:

• International return shipping;

• Return tracking;

• Customs documentation; and

• Any duties, taxes, brokerage charges or carrier fees associated with the return,

unless the return results from a verified Queen’s Soul error or applicable law requires otherwise.

Import duties, customs taxes and fees paid directly to a government, customs authority, carrier or third party are not collected by Queen’s Soul and generally cannot be refunded by us.

Customers may need to contact the relevant customs authority to request reimbursement of eligible import charges.

19. European Union Customers

If an order is delivered to a consumer in the European Union, mandatory consumer protection laws may provide a statutory right to withdraw from an eligible online purchase within 14 days after receiving the goods, without providing a reason.

To exercise this right, the customer must send a clear withdrawal notice to service@queenssoulhair.com within the applicable period and follow the return instructions provided.

Unless Queen’s Soul agrees otherwise or applicable law requires otherwise, the customer is responsible for the direct cost of returning the goods.

Where permitted by applicable law, the statutory right of withdrawal may not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken.

Any statutory withdrawal right is separate from and not reduced by Queen’s Soul’s commercial 30-day return policy.

Nothing in this policy limits mandatory rights relating to defective, damaged, incorrect or misdescribed goods.

20. United Kingdom Customers

If an order is delivered to a consumer in the United Kingdom, mandatory consumer protection laws may provide a right to cancel an eligible online purchase within 14 days after receiving the goods.

After notifying us of the cancellation, the customer must return the eligible goods within the period required by applicable law.

Unless Queen’s Soul agrees otherwise or applicable law requires otherwise, the customer is responsible for the direct cost of returning the goods.

Where permitted by applicable law, cancellation rights may not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once the seal has been broken.

Nothing in this policy limits mandatory rights relating to faulty, damaged, incorrect or misdescribed goods.

21. Statutory Consumer Rights

This policy provides Queen’s Soul’s commercial return terms.

Nothing in this policy excludes, restricts or replaces any consumer right or remedy that cannot legally be excluded or limited under the laws applicable to your order.

If a provision of this policy conflicts with a mandatory consumer protection law, the mandatory legal requirement will apply to the extent of the conflict.

22. Contact Us

For return, refund, cancellation or order-related questions, contact:

Queen’s Soul Customer Care
Email: service@queenssoulhair.com

Please include your order number in all correspondence.

Do not send any return until you have received written return authorization and the correct return address from Queen’s Soul.