Return Policy

   RETURNS 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at service10@mslula.com and follow the Return Policy/Process. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Below are the detailed steps:

1.     Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and correct it. 

2.     Please contact service10@mslula.com no later than 48 hours from the carrier delivery date to notify us of the issue to be eligible for a refund. For example, if the tracking number shows the delivery date as 7/10/2024 at 2:00 pm, you have until 7/13/2024 at 2:01 pm to contact us regarding the issue in order to start the refund process. All communications received after that date will not be accepted. The customers ought to provide evidence regarding the issue. Evidence can be a video or a picture of the issue noted. Upon submission of evidence, Ms Lula is to determine the resolution process. If Ms Lula determines that a return is warranted, the normal process for a return is the following:

3.     Take a picture/ video of the item in its original packaging (the item must be in its original packaging) and send it to service10@mslula.com

4.     Upon confirmation of the original condition of the item,return address and instructions will be sent to the customer

5.     Upon receipt of the item, please allow 7 business days for our team to double-check the condition of the item purchased and process a refund 

6.     For a refund to be processed, the item needs to be in its original packaging, unworn and unused

7.     Once the package is received (delivery date per carrier), Ms Lula customer service will take a video from the time the package sent back is opened to the time it is inspected to confirm the item is in its original condition

8.     If the item is in its original condition/package, Ms Lula will issue a full refund minus return fees within 7 business days

9.     The customer will receive a notification email regarding the refund. Its normal if it takes an additional 3 to 5 business days for the refund money to be reflected in your bank account

10.  No refund will be made if the hair has been altered, used, or is not in the original package.

·       Alteration By Third-Party Policy

We recommend using licensed, professional, or knowledgeable hairstylists for all items purchased on our website. Ms Lula is not liable for alterations performed on our products by third parties. This includes alterations made by other hairdressers or hairstylists. No refund is granted on Ms Lula purchases altered by third parties. Refunds or Exchanges must follow the Refund or Exchange policy. 

·       General Refund Policy 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. 

·       Shipping Issues

This policy is only applicable to third party carriers. Ms Lula is not responsible/liable for items misplaced or lost by third-party carriers. In order to mitigate the risks related to shipped orders, the client bears the sole responsibility of losing items if shipping rates with Insurance are not purchased. For orders over $500,Ms Lula will help the customer purchase the Insurance.If the shipping rate with Insurance was purchased , Ms Lula orders will be insured for the full value of the purchase minus fees. If an insured order is lost or stolen by third party shipping carriers, a full refund minus fees is processed and ONLY if all the following criteria are met:

1.      Customer did not incorrectly enter shipping address at the time of purchase

2.      Customer address is in secured area and delivery instructions have not been updated

3.     A claim is accepted by the shipping carrier for the entire value of the purchase 

4.     Entire value of the purchase has been reimbursed to Ms Lula by the third party shipping carrier

5.     Timeframe to receive a complete refund is fully dependent on the specific carrier claims resolution process. Please refer to the carrier website to understand their policies and procedures around the claims resolution process and timeline.

·       Exceptions / Non-Returnable Items

All items purchased on sale are FINAL . Unfortunately, sale items cannot be refunded. Please note the following exceptions to our return and refund policy:

1.     Clearance items are final and cannot be returned or exchanged

2.     Returned items must be returned in original product packaging

3.     Returned items must have no visible signs of wear or use