7-Day Returns — Eligibility & Conditions
Effective date: October 23, 2026. This policy applies to new orders placed through the Moana Hair website, operated by Happy Hair Factory USA Inc. It does not reduce promises made for earlier orders.
1. Seven-day returns for non-custom products
You may request a change-of-mind return within 7 calendar days after receiving a non-custom product, including discounted and promotional products. Keep your order number or other valid proof of purchase.
Items must be unused and in their original condition, with original packaging and all included items. Hair must not have been worn, installed, washed, dyed, bleached or otherwise used or altered. Hair and lace must not have been cut; bundle ties and tags must remain attached. Opening the outer packaging solely to inspect the product does not affect eligibility. Damage caused by use, alteration or improper care is not a product defect.
2. Request authorization before returning
Email info@moanahair.com within the applicable period with your order number, the items involved and the reason for your request. For an incorrect, damaged or defective item, please provide reasonably available photos or video to help us investigate.
Wait for return authorization. We will provide a return label and the correct return address. Do not send a return to a store location or another address without our instructions. Hand the authorized return to the carrier within 7 calendar days after approval and retain the carrier acceptance scan and shipping receipt. Unauthorized or late change-of-mind returns may not be accepted.
3. Change-of-mind return costs
- We provide the return label. You pay its actual cost, which we disclose before you use it and deduct from your refund.
- Original outbound shipping charges are non-refundable for change-of-mind returns.
- If your order qualified for free shipping, we do not charge back the original outbound shipping cost, including when a partial return reduces the remaining order below the free-shipping threshold.
- There is no restocking fee or other return handling fee.
Refunds reflect the amount actually paid for the returned products after allocated discounts. Applicable taxes are refunded as required.
4. Inspection, refunds and exchanges
Within 5 business days after receiving your return, we will inspect it and initiate a refund to your original payment method if it is eligible. Your bank or payment provider may require additional time to post the credit.
If an item does not meet the return conditions, we will explain why and provide supporting information where reasonably available. If you request shipment of an ineligible item back to you, you are responsible for that shipping cost.
For a change-of-mind exchange, request a return and place a new order. Availability, prices and shipping conditions for the new order apply at the time of purchase.
5. Incorrect, damaged or defective items
Inspect your order upon receipt. For an incorrect item, shipping damage or an obvious quality issue discoverable on receipt, contact us within 3 calendar days after delivery. Keep the product, packaging and shipping label so we can investigate.
Once the issue is verified, you may choose a free replacement or a refund. We pay necessary return and replacement shipping costs. If the entire order is returned because of a verified incorrect, damaged or defective item, we also refund the original outbound shipping charge. Outbound shipping for partial returns is addressed according to the circumstances and applicable law.
We may reasonably request return of an item for inspection. Change-of-mind conditions, such as uncut lace or attached tags, do not automatically determine whether an original defect exists. The 3-day reporting request does not automatically exclude hidden defects or limit rights provided by applicable law.
6. Custom products and wig-making services
Custom products and custom wig-making services are not eligible for change-of-mind returns. Verified incorrect items, damage and defects remain covered by section 5.
You may cancel a custom order free of charge and receive a full refund before we have both received your approval of the specifications and actually started production. Once the specifications have been approved and production has started, change-of-mind cancellation is not available. We retain records of approval and the start of production.
Unless expressly included in your written order, wig-making service prices exclude hair materials, installation and shipping. Our inability to fulfill or ship a custom order on time is addressed under our Shipping Policy and applicable law.
7. Cancellation of non-custom orders
Non-custom orders may be canceled free of charge before they are handed to the carrier. We refund all amounts paid, including original outbound shipping. Email us promptly. Creating a shipping label alone does not mean an order has been handed to the carrier.
8. Business days and your rights
Business days are Monday through Friday, excluding US federal holidays, calculated in US Pacific Time. Nothing in this policy limits mandatory consumer rights. Written terms agreed for an order and applicable law remain effective.
Questions or requests: info@moanahair.com.