Effective Date: 06/01/2026
Website: kindredhairshop.com
Business Name: Kindred Brands, LLC
Contact: [email protected]
At Kindred, we want you to feel confident about your purchase. Because wigs, toppers, hairpieces, and related accessories are personal-use items, all returns and exchanges must meet the conditions below for hygiene, quality-control, and resale reasons.
Please review this policy before placing your order.
1. Return Window
Eligible items may be returned or exchanged within 15 days of delivery.
The 15-day return window begins on the date your package is marked delivered by the shipping carrier.
Return or exchange requests submitted after the 15-day window may not be accepted.
2. How to Start a Return or Exchange
Kindred does not currently offer automatic self-service returns through the website checkout system.
To start a return, exchange, or store credit request, please complete our Return Request Form here: return-request-form.
Once submitted, you may also email us at:
Your request should include:
- Your order number
- The email address used for the order
- Reason for return or exchange
- Clear photos of the hair piece, including the front, back, inside cap or base, tags, lace if applicable, and original packaging
We will review your request and provide return instructions if the item appears eligible.
Please do not ship the item back until your request has been approved. Items sent back without an approved return request may be refused.
3. Return Eligibility
To be eligible for return, exchange, or store credit, the item must be in new, unused, and resellable condition.
Returned items must museeet all of the following requirements:
The item must be unworn, unwashed, uncut, uncolored, unaltered, and free from styling products, odors, makeup, perfume, smoke, pet hair, stains, or damage.
All original tags, labels, clips, combs, lace, security seals, hair nets, inserts, packaging, and accessories must be intact and included.
The item must not have been brushed excessively, heat-styled, chemically treated, bleached, dyed, permed, trimmed, plucked, thinned, curled, straightened, slept in, worn outside, or otherwise modified.
For lace-front wigs or hairpieces, the lace must not be cut, trimmed, tinted, glued, taped, or altered in any way.
For toppers, the base, clips, silicone strips, parting area, and hair fibers must be in original condition.
For hygiene reasons, we reserve the right to refuse a return if the item appears worn, used, altered, damaged, exposed to odors, or returned in a condition that cannot be safely resold.
4. Trying On Your Item
You may gently try on the item indoors for fit and color review only.
We recommend wearing a clean wig cap when trying on wigs, toppers, or hairpieces. Please do not remove tags, cut lace, brush heavily, apply styling products, use heat tools, or wear the item for an extended period if you may return it.
Trying on an item is acceptable. Wearing, styling, altering, or using the item is not.
5. Non-Returnable Items
The following items are final sale and are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:
Custom orders, special orders, pre-orders marked final sale, clearance items, final-sale items, gift cards, opened wig caps, opened adhesives, opened tapes, opened care products, combs, brushes, hygiene-related accessories, and any item marked “Final Sale” on the product page.
Items that have been worn, washed, cut, colored, styled, altered, damaged, exposed to odors, or returned without original packaging and tags are also not returnable.
6. Return Reasons and Photos
When submitting a return, exchange, or store credit request, please tell us the reason for the request. Common reasons may include wrong color, wrong size or base, changed mind, item arrived damaged, wrong item received, quality concern, sensitivity concern, no longer needed, or other.
Clear photos of the hair piece are required before the request can be reviewed. For damaged, defective, incorrect, or quality-related requests, additional photos or videos may be required.
Submitting a request does not guarantee refund, exchange, or store credit approval. Final approval is made after we receive and inspect the returned item.
7. Exchanges and Store Credit
We accept exchanges and store credit requests for eligible items within 15 days of delivery, subject to product availability.
Approved exchanges and store credit requests are not subject to a restocking fee.
Because hair colors, lengths, caps, bases, and inventory may change quickly, we may recommend that you return the eligible item first and place a new order for the preferred item.
If the exchange item costs more than the original item, the customer is responsible for the price difference. If the exchange item costs less, we may refund the difference or issue store credit after the original item is received, inspected, and approved.
Customers are responsible for return shipping costs unless the exchange is due to our error or a verified defect.
8. Return Approval and Inspection
After you submit a return, exchange, or store credit request, we will review the request and provide instructions if the item appears eligible.
Approval of a return request does not guarantee a refund. Once the returned item arrives, we will inspect it to confirm that it meets this policy.
If the item does not meet our return conditions, we may refuse the return, issue a partial refund, or offer to ship the item back to the customer at the customer’s expense.
9. Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error, such as receiving the wrong item, or a verified product defect.
Kindred does not cover return shipping for regular returns, exchanges, or store credit requests.
We recommend using a trackable shipping method and keeping your tracking number. Kindred is not responsible for return packages that are lost, delayed, damaged, or delivered to the wrong address by the carrier.
The customer is responsible for securely packaging the return. Items damaged during return shipping due to poor packaging may not qualify for a full refund, exchange, or store credit.
10. Original Shipping Fees and Free Shipping Orders
Kindred currently offers free standard U.S. shipping on orders over $150, unless otherwise stated.
Original shipping fees are non-refundable unless the return is due to our error or a verified defect.
For orders that received free shipping, Kindred may deduct the actual original outbound shipping cost from the refund if the order is returned and no longer qualifies for free shipping. This does not apply when the return is due to our error or a verified defect.
11. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If you received a damaged, defective, or incorrect item, please email us at [email protected] within 3 days of delivery.
Your email must include your order number, a description of the issue, and clear photos or videos showing the issue.
Please do not wear, wash, style, cut, color, remove tags, cut lace, or alter the item before contacting us. Items that have been used or altered may not qualify for replacement, exchange, store credit, or refund.
If we confirm that the item was incorrect or defective, we will work with you to provide a reasonable solution, which may include replacement, exchange, repair, store credit, or refund.
Natural variations in human hair color, texture, wave pattern, strand direction, density, shine, and length are not necessarily defects. Minor differences caused by lighting, screen settings, photography, or manufacturing variation are also not considered defects.
12. Refunds and Restocking Fee
Once we receive your return, we will inspect the item. If the return is approved, we will issue a refund to the original payment method.
Approved refunds are subject to a restocking fee of 10% of the net item price paid after discounts, or $10, whichever is greater.
The restocking fee is calculated on the product price only after any coupons, discounts, or promotional credits have been applied. It is not calculated on sales tax, original shipping fees, return shipping fees, route protection fees, rush processing fees, gift wrapping fees, insurance fees, or other non-refundable service charges.
The restocking fee helps cover inspection, handling, repackaging, and restocking costs for personal-use hair products.
If applicable, refundable sales tax will be adjusted based on the refunded item amount, subject to the tax rules applied at checkout.
Refunds are typically processed within 5–10 business days after inspection, but your bank or payment provider may take additional time to post the refund.
Refunds may exclude original shipping fees, return shipping fees, route protection fees, rush processing fees, gift wrapping fees, insurance fees, and other non-refundable service charges.
Restocking fees do not apply to approved exchanges or store credit requests.
13. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
Cancellation may be available only before the order has been processed, packed, customized, or shipped.
Submitting a cancellation request does not guarantee cancellation. If the order has already entered processing, packing, customization, or shipping, we may not be able to cancel it.
If the order has already shipped, it must follow our normal return policy.
Custom orders, special orders, and final-sale items may not be cancelable once processing has started.
14. Refused or Undeliverable Packages
If a package is refused, unclaimed, returned due to an incorrect address, or otherwise undeliverable, the customer may be responsible for original shipping costs, return shipping costs, carrier fees, and reshipping fees.
If the item is returned to us in eligible condition, we may issue a refund minus applicable shipping and carrier costs. If the package is lost or damaged during return transit, refund eligibility may be limited.
15. Chargebacks and Payment Disputes
We encourage customers to contact us first so we can review and resolve order issues.
Filing a payment dispute or chargeback does not automatically qualify an order for refund outside this policy.
We reserve the right to provide order records, tracking information, delivery confirmation, product photos, policy terms, return request records, and communication records to the payment processor when responding to a dispute.
16. Policy Updates
Kindred may update this Return & Exchange Policy from time to time. The version posted on this page at the time of purchase will generally apply to that order, unless otherwise required by law.
17. Contact Us
For return, exchange, store credit, or cancellation questions, please contact:
Kindred
Website: kindredhairshop.com
Email: [email protected]