Politique de remboursement
Customer Satisfaction
Return & Refund Policy
Shop risk-free with our 30-Day Guarantee. Easy exchanges, hassle-free returns, and dedicated support.
Last updated: 31 August 2026
The 30-Day Guarantee Overview
You have 30 calendar days from the date of package delivery to request a return or color exchange. Due to strict hygiene and beauty standards, items must be unworn, unwashed, uncut, and in their original packaging with tags intact. Need a different shade? We offer fast exchanges to ensure you get your perfect match.
Please read our complete return guidelines below before sending any item back.
Return Eligibility & Hygiene Standards
Because wigs, extensions, and hair accessories are personal care products, hygiene regulations require strict conditions for accepted returns:
| Eligible for Return (Approved) | Non-Returnable (Declined) |
|---|---|
| Within 30 days of confirmed delivery | Requests made after 30 days of delivery |
| Unworn, uncut lace/bangs, and uncombed | Cut bangs, altered hair, brushed out or restyled |
| Free from perfumes, hair oils, or odors | Signs of wear, makeup stains, or scent |
| Original box, netting, and all accessories included | Missing packaging, opened hygiene hairnets, or missing items |
How to Initiate a Return or Exchange
Follow these 4 simple steps to start your return process smoothly:
Step 1: Contact Support
Email us at hello@silkoracare.com with your order number (#SK...) and the reason for return/exchange.
Step 2: Get RMA Authorization
Our support team will verify your details within 24 hours and provide return mailing instructions and RMA approval.
Step 3: Ship the Item
Pack the item securely in its original packaging. Use a trackable shipping carrier of your choice and send us the tracking number.
Step 4: Inspection & Refund
Once received and inspected at our fulfillment hub, your refund or replacement shade will be processed within 2–4 business days.
Color Exchange Guarantee
Not sure if Champagne Blonde or Shadow Root Platinum fits your undertone? If you receive your item and find that the shade doesn't match, you can request a **one-time free shade exchange**. Contact our team within 30 days, and we will help you swap it for the shade of your choice.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If your package arrives damaged during transit, defective, or if you received an incorrect item, please email us within 7 days of delivery at hello@silkoracare.com with photos of the issue. We will immediately dispatch a free replacement or issue a full refund at no cost to you.
Refund Processing Times
Once your returned item is inspected and approved, your refund will be credited automatically to your original method of payment via Shopify Payments. Please note that banks and card issuers typically take 3 to 7 business days to post the refund back to your statement.
Return Shipping Costs
Unless the item is damaged, defective, or sent in error, customers are responsible for covering the return shipping cost back to our logistics facility. We highly recommend using a trackable shipping service (such as USPS) as we cannot be responsible for items lost in transit without valid carrier tracking.
Quick Policy Summary
| Return Window | 30 Days from Delivery |
| Color Shade Exchange | Available (Unworn Condition) |
| Refund Method | Original Payment Method (3-7 Days) |
| Support Email for Returns | hello@silkoracare.com |
Need to Start a Return or Exchange?
Our customer care team is here to make your experience seamless.
Email hello@silkoracare.com