Refund policy

At Roxstar Hair, your confidence and satisfaction are important to us. Because our products are hygiene-sensitive, we carefully manage returns while aiming to provide a fair and trustworthy shopping experience for every customer.

Returns Eligibility

We accept returns on unused items that meet all of the following conditions:

  • The item is unused, unworn, and unaltered
  • The item is in its original packaging
  • All tags, seals, and hygiene protections remain intact
  • A return request is submitted within 7 days of delivery
  • Proof of purchase is provided

For hygiene reasons, we cannot accept returns on products that have been worn, brushed, styled, washed, cut, or tampered with.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos and/or videos of the issue
  • Packaging photos if applicable

Once reviewed and approved, we will offer:

  • A replacement
  • Store credit
  • Or a full refund where applicable

Return Shipping

Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect.

We recommend using a tracked courier service, as Roxstar Hair cannot be held responsible for returns lost in transit.

Refunds

Once your return has been received and inspected, you will be notified of the outcome.

Approved refunds will be processed back to your original payment method within 5–10 business days.

Shipping fees are non-refundable unless the return is due to our error.

Non-Returnable Items

For hygiene and quality assurance reasons, we cannot accept returns or exchanges on:

  • Used hair products
  • Opened accessories with broken hygiene seals
  • Clearance or sale items
  • Gift cards

Cancellation

We aim to process and ship orders as quickly as possible.

  • Orders may be cancelled within 24 hours of purchase for a full refund, provided the order has not yet been processed or shipped.
  • Once an order has been processed, packed, or shipped, it can no longer be cancelled.
  • If you wish to return a product after delivery, please refer to our Return & Refund Policy.
  • Refunds for approved cancellations will be issued to the original payment method within 5–10 business days.
  • We reserve the right to cancel any order due to stock availability, payment issues, or suspected fraudulent activity. In such cases, a full refund will be provided.

For cancellation requests, please contact our support team at support@roxstarhair.com with your order number as soon as possible.

Contact Us

For all return and refund enquiries, please contact support@roxstarhair.com