Refund & Return Policy

Last Updated: 31-12-2025

At Strands by CS (“CS”, “we”, “us”, or “our”), customer satisfaction is important to us. This Refund & Return Policy outlines the conditions under which returns, exchanges, and refunds are accepted when you purchase from our website.

By placing an order, you agree to the terms outlined below.

1. Eligibility for Returns

Due to the nature of hair products and for hygiene reasons, we only accept returns that meet all of the following conditions:

  • The item must be unused, unworn, unaltered, and in its original condition

  • The lace must be uncut

  • The hair must not be washed, colored, bleached, or styled

  • The item must be returned in its original packaging, including tags and accessories

  • The return request must be initiated within 7 days of delivery

Any item that does not meet these conditions will not be eligible for a return or refund.

2. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Wigs that have been worn, installed, or altered

  • Custom or personalized orders

  • Sale or clearance items

  • Accessories (wig caps, combs, bands, etc.)

  • Items damaged due to improper handling or care

3. How to Request a Return

To initiate a return, please contact us at:

📧 Email: info@strandsbycs.com

Include the following information:

  • Full name

  • Order number

  • Reason for return

  • Clear photos of the product (if requested)

Returns sent without prior approval will not be accepted.

4. Return Shipping

  • Customers are responsible for return shipping costs unless the item received is defective or incorrect

  • We recommend using a trackable shipping method

  • Strands by CS is not responsible for lost or damaged return shipments

5. Inspection & Approval

Once we receive your returned item, it will undergo a quality inspection.
If the return meets our eligibility requirements, it will be approved for a refund or exchange.

If the item does not meet the return criteria, it will be sent back to you at your expense.

6. Refunds

Approved refunds will be issued to the original payment method used during checkout.

  • Refunds are processed within 5–10 business days after approval

  • Original shipping fees are non-refundable

  • Any applicable transaction or processing fees may be deducted

7. Exchanges

We offer exchanges for eligible items, subject to availability.

  • Exchange requests must follow the same eligibility conditions as returns

  • Customers are responsible for shipping costs related to exchanges

8. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with clear photos or video evidence.

Once verified, we will arrange:

  • A replacement, or

  • A full refund (including shipping, where applicable)

9. Order Cancellations

Orders may be cancelled within 12 hours of purchase, provided the order has not been processed or shipped.

Once an order has been shipped, it can no longer be cancelled and must follow the return process.

10. Refused or Undeliverable Packages

If an order is refused or returned due to incorrect address information:

  • The customer will be responsible for reshipping costs

  • Shipping fees are non-refundable

11. Final Sale Disclaimer

All purchases are subject to this Refund & Return Policy. By completing a purchase on our website, you acknowledge and agree to these terms.

13. Contact Us

If you have any questions regarding this policy or need assistance with a return, please contact us:

📧 Email: info@strandsbycs.com

Our Commitment

We are committed to fairness, transparency, and quality. At Strands by CS, every unit is carefully inspected before shipment to ensure you receive hair that meets our standards.

Thank you for choosing Strands by CS.

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