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Refund policy

ShopNLPro ensures that our hair is of the best quality for our customers. We are dedicated to providing superior products for our customers all over the world. Our 100% raw and virgin hair has been thoroughly tested to assure impeccable quality and standards. We guarantee countless wears and endless styles with our hair. For questions on preservation and upkeep, please visit our Hair Maintenance guidelines and recommendations. Before ordering, we recommend reading all the policies below to familiarise yourself with our process. 



Order Cancellation Policy  

Any individual purchased in our online store can be fully canceled and refunded up to 24 hours after the date of purchase on our website.

After 24 hours, no return or cancellation will be granted (more information in our Return and Exchange Policy below). 

Steps to cancel your order (no later than 24 hours after purchase)

– Locate the order number (example: 72114) sent to your email or phone number upon purchase on our website. Use the order number as the subject for the email for communication to start the order cancellation process for a full and complete refund.
– Send us an email to naturallylacedwigs@gmail.com with the SUBJECT: Cancel Order: XXXXX (Write your order number here). Order cancellations are only initiated via email.

– Upon receipt of your email, we’ll contact you within 48 - 72 hours and proceed to refund your order.

Keep in mind that if we receive your request for cancellation after the required 24 hours of courtesy, your order would not be canceled or refunded. 

Items not as Described Policy 

  • Please contact naturallylacedwigs@gmail.com no later than 72 hours from the carrier delivery date to notify us of the issue. We will work together to get your matter resolved.
  • Refunds are ONLY processed if the issue is on our end with for example sizing or wrong product
  • For a refund to be processed, the item needs to be in its original packaging, unworn and unused
  • Once the package is received (delivery date per carrier if the item is in its original condition/package, we will issue a full and complete refund within 7 business days from the delivery date noted on the shipping carrier tracking number
  • The customer will receive a notification email regarding the refund. It takes an additional 7 to 10 business days for the refund money to be reflected in your bank account
  • 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. NLPRO 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 the purchases altered by third parties. Refunds or Exchanges must follow the Refund or Exchange policy. 




Issues with Order Received 

Our clients are our #1 priority and we want you to have the best. Due to the exclusive nature of our business, and demand for our products  ALL SALES ARE FINAL. If you have any issues with your order, please notify us no later than 72 hours after the delivery date noted on the shipping carrier website. If no issues are reported within that time frame, you automatically forfeit any rights to a return and a refund.

Further, in order to follow CDC Guidelines related to the COVID-19 pandemic, all communication received after 72 hours of carrier delivery date (per carrier website) will be automatically disregarded and no refund/exchange will be granted.



Resolution of issues communicated to NLPRO within 72 hours from carrier delivery date will be determined on a case by case basis, based on evidence provided by the client and thorough investigation of whether the client or merchant is at fault. This investigation starts the day the client reaches out to NLPRO and may take a period from 30 to 90 days to be resolved. If in any case it's determined that NLPRO  is the party at fault, we shall refund or exchange the product at no additional cost to the customer ONLY if the item/product is unworn/unused, undamaged, and in its original packaging condition. This policy is applicable to all NLPRO products (digital and physical) purchased on www.shopnlpro.com.



 

Shipping Issues

This policy is only applicable to third parties carriers. NLPRO 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 at checkout. If the shipping rate with Insurance was purchased at checkout, NLPRO orders will be insured for the full value of the purchase. If an insured order is lost or stolen by third party shipping carriers, a full and complete refund is processed if 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 not secure and delivery instructions have 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 NLPRO 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.




Return and Exchanges Policy 

Due to CDC guidelines related to the COVID-19 pandemic, we reserve the right to deny an exchange if certain conditions are not met. The conditions include and are not limited to the following:

1. Issue must be communicated no later than 72 hours after delivery date

2. Evidence is provided to justify the issue

3. Item is in its original packaging, has not been altered, and is unworn.

4. Item has not been altered by the third party per Alteration By Third-Party Policy 



Any communication received after the 72 hours grace period will not be treated and refund/exchange will be automatically denied. If you have any additional questions about our refund policy, please send us an email at naturallylacedwigs@gmail.com. 



Refund Policy with Sezzle/AFFIRM and other Buy Now Pay Later Option 

Due to the nature of all Buy Now/Pay later options (Shop Pay Installments, AFFIRM, and Sezzle), a 15% restocking fee of the total transaction amount is levied on any transaction processed with any of these merchants when an order is refunded. These payment options are a voluntary choice of the customer, they are responsible for any fees levied or associated with the merchant if a refund is granted. 





Refunds Policy 

All items purchased on sale or with promotional codes are FINAL SALES. Unfortunately, sale items cannot be refunded. A gift card is also non-refundable.


By making a purchase on www.shopnlpro.com, you confirmed that you read and understand our policies and agree to abide by them. 


If you have any further questions or concerns email us at contact naturallylacedwigs@gmail.com. Please allow 24 - 72 hrs to respond to your inquiries. 

Please note the following exceptions to our return and refund policy:

  • Discounted items are final and cannot be returned or exchanged
  • Returned items must have tags still on and be returned in original product packaging
  • Returned items must have no visible signs of wear or use

Shipping and Order Processing Delays

This policy pertains to shipping and order processing delays. 

  • Due to our rigorous quality control processes, unexpected shipping delays may occur and change the processing time described under each product. When these instances occur, all orders affected by the delay are automatically upgraded to the fastest shipping speed. For US customers, shipping is upgraded to one-day shipping speed and for international orders, the fastest shipping option is selected. Customers are informed of delays via email
  • Our priority is to ensure that processing time is respected; however, customers may experience shipping delays due to the increased amount of orders during the holiday season. Customers are informed of delays via email.