TERMS & CONDITIONS – UNIHAIRVN

⚠️ PLEASE READ CAREFULLY BEFORE MAKING ANY PAYMENT

By placing an order and making payment to UNIHAIRVN, you acknowledge that you have read, understood, and agreed to all Terms & Conditions below, as well as our Refund & Return Policy.

If anything is unclear, you must ask our sales consultant and request clarification BEFORE making any payment. UNIHAIRVN will not be responsible for any misunderstanding of our policies once the transaction has been completed.

We believe that complying with these terms helps both the Buyer and UNIHAIRVN build a transparent, long-term and sustainable relationship.

1. INTRODUCTION & SCOPE

These Terms & Conditions (the “Agreement”) apply to all products, services and information provided by UNIHAIRVN.

This Agreement:

• Constitutes the entire and exclusive agreement between the Buyer and UNIHAIRVN
• Supersedes any and all prior agreements, statements, commitments, communications or understandings (whether oral or written)

Placing an order is deemed as the Buyer’s confirmation that they have read, fully understood and accepted this Agreement.

2. PAYMENT POLICY

2.1. Amount Payable

• The Buyer must pay 100% of the total order value in a single payment after being fully consulted about the product.
• The total payment amount includes taxes and shipping fees, if agreed.
• All transactions are NON-REFUNDABLE, except for specific cases clearly stated in our Refund & Return Policy.
• The Buyer is fully responsible for their purchasing decision.

2.2. Payment Method & Responsibility

The Buyer represents and warrants that:

• All payment information provided is true, complete and valid.
• The payment has been approved by the Buyer’s bank/card issuer.
• The Buyer will pay all applicable fees and taxes arising from the transaction.
• The Buyer will pay all additional charges at the effective rates at the time they are incurred, including any applicable taxes and fees.
• The Buyer will not cancel, dispute, or initiate an unauthorized chargeback during the effective term of this Agreement.

⚠️ Any attempt to obtain a refund or initiate a chargeback in violation of these terms will be considered a material breach of this Agreement and will be handled immediately.

3. ORDER CANCELLATION

The Buyer may:

• Modify or cancel the order within 24 HOURS from the time the payment is successfully completed.
• Receive a 100% refund if UNIHAIRVN is notified within this 24-hour period.

⛔ After 24 hours from the payment time, the order:

• CANNOT be cancelled
• CANNOT be modified
• WILL NOT be refunded

4. SHIPPING POLICY

We process orders on business days, from Monday to Friday, Eastern Standard Time, excluding postal holidays.

• Order processing time: 6 – 30 business days (depending on order quantity and specifications).
• Estimated delivery time: 3 – 10 days during normal seasons and possibly longer during peak/holiday seasons, but not exceeding 60 days.
• A tracking number will be sent to you via email within 4 – 7 days from the time your parcel is picked up by the shipping carrier.
• All shipping costs and customs duties shall be borne by the Buyer, in case you wish to return the hair or send it back for repair.

Important Customs Notice:

• Orders shipped via DHL / UPS / FedEx will be declared as “Synthetic fiber / Synthetic hair” (even though our hair is 100% human hair).
• Purpose: to facilitate customs clearance and help reduce customs-related charges.
• By making payment, the Buyer acknowledges, understands and agrees with this declaration and will not raise any claim or complaint regarding this note on the parcel.

5. ORDER TRACKING

You will receive an order confirmation email/message with a tracking link so you can follow your shipment. Please allow 2–4 days for the shipping carrier to scan your parcel into their system.

If you attempt to track your parcel and no information appears, it simply means the carrier has not yet processed or scanned your package. Once it has been scanned into their system, the tracking information will appear on the tracking page.

6. SHIPPING ADDRESS

The Buyer is responsible for providing a full and accurate shipping address at checkout.

UNIHAIRVN will not be liable if:

• The order is delivered to the wrong address due to incorrect or incomplete address information provided by the Buyer.
• The parcel is lost or damaged after the Buyer directly contacts the last-mile carrier and requests redirection/forwarding of the parcel.

7. COMMON SHIPPING ISSUES

7.1. Lost Parcels

• Investigation time: the Seller will need 3 to 30 days (depending on the shipping procedure) to check and investigate with the carrier.
• No refund will be issued during the investigation period.

Cases where no refund will be issued: The Seller will not accept a refund request if the carrier confirms that the parcel has been successfully delivered with sufficient proof.

Cases that may be considered for a refund: The seller will accept a refund when a package that is selected by the buyer for delivery with insurance is determined to be due to a mistake by the transportation company such as DHL/FedEx/UPS with an official acceptance letter via email and they agree to indemnify.

Buyer must coordinate with the seller to handle any case requested by the seller. For example, they should call the international shipping unit’s call center or go to the post office to confirm.

7.2. Wrong / Damaged / Missing Items

⚠️ UNBOXING VIDEO IS MANDATORY

To receive support, the Buyer must:

• Record a continuous video from the moment the parcel is intact and unopened until it is fully opened and all items are checked.
• The video must clearly show: order details/label, outer box condition, and each bundle/wig/piece of hair inside.

Notes:

• Still photos are NOT accepted as a replacement for video.
• If you do not provide a complete unboxing video, UNIHAIRVN will NOT support exchange/return/refund.

8. REFUND & RETURN POLICY

8.1. General Principles

All hair products from UNIHAIRVN are NON-RETURNABLE and NON-REFUNDABLE, except for the limited cases expressly stated in this policy.

Because our products are made from naturally sourced human hair, final color results are delivered within an acceptable accuracy range of 80–100% compared to the reference color. While certain orders may achieve a 100% color match, this level of accuracy is not guaranteed and is not a contractual obligation. By placing an order, the Buyer expressly acknowledges and accepts this permissible color tolerance. Any product delivered within the 80–100% range shall be deemed correct, compliant, and satisfactory, and therefore is NOT eligible for exchange, return, or refund under any circumstances.

Additionally, natural human hair may vary in texture, curl pattern, softness, and overall appearance as a result of climate, humidity, seasonal changes, and environmental conditions. Such variations are normal characteristics of natural human hair and do NOT constitute product defects, nor do they qualify for returns, refunds, or complaints.

Furthermore, UNIHAIRVN does not accept refund or return requests based on:

• Change of mind or personal preference
• Changes in needs or expectations after an order is placed
• Subjective dissatisfaction not arising from verified manufacturing defects

8.2. The ONLY Cases Eligible for Refund Consideration

Refund consideration (via PayPal) is ONLY applicable in the following two exceptional cases:

(1) SEVERE TANGLED HAIR (NOT SHEDDING): The hair arrives extremely tangled, cannot be combed, and is unusable immediately upon receipt—caused by a technical defect during production.

(2) Issues Equivalent to Case (1): Other severe product defects of similar nature that are proven to be caused by UNIHAIRVN and MUST be officially verified and confirmed in writing by UNIHAIRVN.

• Aside from the two cases above, UNIHAIRVN does NOT offer refunds under any circumstances.
• Other product concerns (if any) will ONLY be supported through remaking or repairing the product, not refunding.

8.3. Mandatory Conditions for Refund Consideration

Customers must meet all of the following conditions:

• Notify UNIHAIRVN of the issue within 1–3 DAYS of receiving the product
• Provide clear and continuous evidence: full unboxing video (mandatory), hair inspection video, close-up images (in addition to video)
• The product must be UNUSED: not cut, dyed, bleached, permed, heat-styled, or chemically processed
• The product MUST be returned to UNIHAIRVN before a refund can be evaluated

UNIHAIRVN will ONLY process a refund after receiving the returned product.

UNIHAIRVN reserves the right to reject any refund request that:

• Does not provide sufficient evidence
• Does not follow the required procedure
• Does not meet all conditions listed above

8.4. Costs & Customer Responsibilities for Returns

The customer is responsible for all costs, including: return shipping fees, PayPal fees, customs duties and any additional expenses related to the return

UNIHAIRVN is not liable for:

• Products damaged due to improper packaging by the customer
• Lost parcels during the return shipping process

For custom-made or special-request orders, refunds and returns are NOT accepted under any circumstances.

8.5. PayPal Dispute / Case

• UNIHAIRVN will ONLY consider a refund if the customer opens a valid PayPal dispute and follows this policy.
• Opening a PayPal case does NOT guarantee a refund.
• Final decisions are made by UNIHAIRVN & PayPal (if applicable).

8.6. Order Cancellation After Payment

Once an order has been paid for (and more than 24 hours have passed since payment), UNIHAIRVN does NOT accept order cancellations under any circumstances.

8.7. Return Handling Process (If Approved)

1. UNIHAIRVN provides the customer with all return information (address, phone number, shipping instructions, package notes, etc.).
2. The customer sends videos and photos confirming product condition and quantity via WhatsApp.
3. The customer provides the return tracking number after shipping.
4. UNIHAIRVN confirms receipt of the returned product and proceeds according to policy.

8.8. Unclaimed Orders After 3 Months

Any order not claimed by the Buyer within 3 MONTHS from the date UNIHAIRVN notifies that the order is “ready for pickup/receipt” will:

• Be forfeited,
• Become the property of UNIHAIRVN,
• And NO REFUND will be provided under any circumstances.