Free Standard Shipping
Return And Refund Policy
Results Guarantee
We’re confident in what ThatHair products can do. To get the best results, we strongly recommend completing a free digital color and fit consultation with our Hair Care Experts before ordering. Customers who skip this step may have limited recourse for fit or color-related concerns. If you’re not satisfied with your results within 30 days of receiving your order, reach out to our team. We’ll start with a troubleshooting and styling review to find the best resolution. If the issue cannot be resolved, approved refunds are subject to a 15% Environmental Processing Fee. Return shipping and original shipping fees are non-refundable. This guarantee applies to results, not to preference. We ask customers to work through our support process before a refund is considered.
Order Changes and Cancellations
No Duplicate Orders: If you made a mistake during checkout (address, item selection, or payment method), do not place a new order. Instead, contact our support team within the 1-hour window to edit your existing order. We do not honor requests to cancel “wrong” orders because a second “correct” order was placed.
Once the 1-hour window closes, the order is locked and processed as placed. We do not accept cancellations because a new order was placed to replace the original.
We encourage all customers to receive and use the product - that’s the fastest way to take advantage of the Results Guarantee.
The Seamless Alternative: To avoid the cost and hassle of international return shipping, customers may opt for an Immediate 50% Refund or 100% Store Credit, which does not require a physical return.
The replacement is a goodwill choice from our side and is non-refundable if not received.
Damage
Damaged on arrival? Send us photos within 24 hours of delivery. Once verified, we’ll send a replacement right away. Once a replacement has been issued, the original order is no longer eligible for a refund.
We’re confident in what ThatHair products can do. To get the best results, we strongly recommend completing a free digital color and fit consultation with our Hair Care Experts before ordering. Customers who skip this step may have limited recourse for fit or color-related concerns. If you’re not satisfied with your results within 30 days of receiving your order, reach out to our team. We’ll start with a troubleshooting and styling review to find the best resolution. If the issue cannot be resolved, approved refunds are subject to a 15% Environmental Processing Fee. Return shipping and original shipping fees are non-refundable. This guarantee applies to results, not to preference. We ask customers to work through our support process before a refund is considered.
Order Changes and Cancellations
No Duplicate Orders: If you made a mistake during checkout (address, item selection, or payment method), do not place a new order. Instead, contact our support team within the 1-hour window to edit your existing order. We do not honor requests to cancel “wrong” orders because a second “correct” order was placed.
Once the 1-hour window closes, the order is locked and processed as placed. We do not accept cancellations because a new order was placed to replace the original.
We encourage all customers to receive and use the product - that’s the fastest way to take advantage of the Results Guarantee.
The Seamless Alternative: To avoid the cost and hassle of international return shipping, customers may opt for an Immediate 50% Refund or 100% Store Credit, which does not require a physical return.
The replacement is a goodwill choice from our side and is non-refundable if not received.
Damage
Damaged on arrival? Send us photos within 24 hours of delivery. Once verified, we’ll send a replacement right away. Once a replacement has been issued, the original order is no longer eligible for a refund.