Refund & Returns Policy

Last updated: 29 September 2026

We want you to love your hair. Because hair products are personal-care items, we have to follow strict hygiene rules — please read this policy before you order.

Items we can accept for return

• Unopened items in their original, sealed packaging
• Returned within 7 days of delivery or pickup
• With proof of purchase (your order number)

Items we cannot accept

For hygiene reasons we cannot accept returns of hair that has been opened, unpacked, washed, cut, coloured, installed or worn — unless it is faulty or not what you ordered.

Wrong or faulty items

If you receive the wrong item, or an item that is faulty or damaged, contact us within 48 hours of delivery with your order number and clear photos. We will arrange a replacement or a full refund, including any delivery fee.

How to start a return

1. Email prettydollafrica@gmail.com or WhatsApp +233 598 233 423 with your order number and the reason for the return.
2. We will confirm whether the item qualifies and explain how to send or drop it off.
3. Once we receive and check the item, we will let you know the outcome.

Refunds

Approved refunds are made to your original payment method, usually within 7–14 business days of approval (timing also depends on your bank or mobile money provider). Delivery fees are non-refundable unless the return is due to our error. You are responsible for return delivery costs for change-of-mind returns.

Exchanges

Prefer a different colour, length or texture? Unopened items can be exchanged within 7 days, subject to availability.

Wholesale orders

Returns on wholesale and distributor orders are handled according to your partner agreement.