Refund Policy

We do not offer refunds on hair bundles once the package has been opened or used. However, refunds may be issued under the following circumstances:

  • Incorrect Order: If we sent the wrong product, you may be eligible for a full refund.
  • Defective Products: If the hair bundles are damaged or defective upon arrival, please contact us within 7 days of receiving your order to request a full refund.
  • Non-delivery: If your order is lost in transit, we will assist in locating it. If it cannot be delivered, a refund will be issued.

Refunds will be processed back to the original payment method. Please allow up to 7–10 business days for the refund to reflect in your account.

  • Refund Process: Once we receive your return, we will inspect the product to ensure it meets the return conditions. If the inspection is successful, we will issue your refund.


Return Policy

We want you to love your purchase! If you're not completely satisfied, we accept returns under the following conditions:

  • Return Window: All returns must be initiated within 7 days of receiving your order.
  • Condition of Product: Hair bundles must be unused, unwashed, and in their original condition, including intact packaging.
  • Return Shipping: Customers are responsible for return shipping costs. We recommend using a tracked shipping service to ensure your return is received.
  • No Restocking Fees: We do not charge restocking fees on returns.

Important Notes:

  • We cannot accept returns for items that have been tampered with or are in unsellable condition (e.g., opened, altered, or worn).
  • After receiving your return, we will inspect the product to ensure it meets our return criteria. If it does, we will process your refund.

Refunds will be processed back to the original payment method. Please allow up to 7–10 business days for the refund to reflect in your account.

  • Refund Process: Once we receive your return, we will inspect the product to ensure it meets the return conditions. If the inspection is successful, we will issue your refund.


Exchange Policy

We offer exchanges for hair bundles under the following circumstances:

  • Wrong Product or Color: If you received the wrong product or color, we will gladly exchange it for the correct item.
  • Sizing or Length Issues: If the length or texture of the hair does not match your expectations, exchanges can be made within 7 days of receipt. The customer is responsible for shipping the item back to us.

Important Notes:

  • Exchanges are subject to availability. If the desired product is out of stock, we may ask you to select an alternate option. If the new product is priced higher than the original purchase, the customer will be responsible for the price difference.
  • We cannot accept exchanges for items that have been tampered with or are in unsellable condition (e.g., opened, altered, or worn).
  • After receiving your exchange, we will inspect the product to ensure it meets our exchange criteria before shipping out the replacement.

Important Notes:

  • We cannot accept returns for items that have been tampered with or are in unsellable condition (e.g., opened, altered, or worn).
  • After receiving your return, we will inspect the product to ensure it meets our return criteria. If it does, we will process your refund.

Refunds will be processed back to the original payment method. Please allow up to 7–10 business days for the refund to reflect in your account.

  • Refund Process: Once we receive your return, we will inspect the product to ensure it meets the return conditions. If the inspection is successful, we will issue your refund.


Non-Returnable Items

The following items are not eligible for return, refund, or exchange:

  • Hair that has been used, washed, or altered in any way.
  • Clearance or final sale items (unless defective).

How to Request a Return, Refund, or Exchange
To initiate a return, refund, or exchange, please contact us via:

Include the following details in your request:

  1. Order Number
  2. Reason for Return/Exchange
  3. Photos (if applicable)

Once we receive your request, we will respond with instructions on how to proceed.

Important Notes

  • Please review your order carefully before purchasing, including the length and texture of the hair.
  • Inspect your hair immediately upon delivery for any issues so we can address them within the return window.

We appreciate your understanding and support! At The Lux Factory, we are committed to providing you with the best possible shopping experience.

Shipping Policy

Thank you for choosing The Lux Factory! We are committed to providing efficient and reliable shipping so you can enjoy your high-quality hair bundles as soon as possible. Please review the details below to ensure a smooth and seamless shopping experience.

Processing Time

  • All orders are processed within 1-2 business days, Monday through Saturday. Orders placed on Sundays or holidays will be processed the next business day.
  • Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information.

Shipping Rates

  • We charge a flat-rate $7 for shipping on all orders.
  • Local Drop-Offs: For customers located within the Fredericksburg, VA area, we offer local drop-off delivery for a $5 fee.
  • Simply include your address at checkout, and we will personally deliver your order.
  • Local drop-offs will be completed within 2 business days of scheduling.
  • You will be contacted to confirm the date and time of the drop-off.

Shipping Times

  • Regular Orders: In-stock items will be processed and shipped within 3-5 business days.
  • We will include updates to keep you informed of your order's progress.
  • Preorders:
  • Local Drop-Offs: Preorder items with local drop-off delivery will arrive within 7-10 business days.
  • Shipped Orders: Preorder items that are shipped will take 8-14 business days for processing and delivery.
  • We will keep in frequent contact to provide updates on your preorder so you are always informed.

Order Tracking

  • Once your order ships, you'll receive a tracking number via email or text message to track the progress of your package.
  • If you experience any issues with tracking or delivery, please contact us immediately for assistance.

Address Accuracy

  • Please ensure that your shipping address is accurate and complete, especially for local drop-offs.
  • We are not responsible for delays or issues caused by incorrect address information.
  • If the address provided is incorrect, the customer will be responsible for additional shipping charges or re-delivery fees.

Lost or Damaged Packages

  • If your package is lost or damaged in transit, contact us immediately.
  • We will work with the carrier to resolve the issue.
  • If the package is confirmed lost or damaged, we may offer a refund or replacement per our Refund Policy.

Delivery Delays

  • While we strive for timely delivery, we are not liable for delays caused by:
  • Shipping carriers
  • Weather conditions
  • Natural disasters or unforeseen events
  • We encourage you to allow extra time for delivery during peak seasons or holidays.

International Orders

  • We do not accept international deliveries at this time.
  • We currently only ship within the United States.

Important Notes

  • To ensure safe delivery, please use a secure address.
  • We are not responsible for lost or stolen items after delivery is confirmed.
  • We do not offer refunds for shipping charges, even if the order is returned or exchanged.

Contact Information
If you have any questions or need further assistance regarding your order, please do not hesitate to reach out:

Thank you for your business, and we look forward to serving you!