Refund policy

Return & Refund Policy

Last Updated: April 01, 2026

Thank you for shopping with Hairsutr. We are committed to providing premium-quality human hair products and exceptional customer service. As our products are personal-use and hygiene-sensitive items, please read this Return & Refund Policy carefully before placing an order.

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

Interpretation & Definitions

Company

"Hairsutr", "We", "Us", or "Our" refers to:

Hairsutr
First Floor, The Spires,
Aundh–Baner Link Road,
Behind Medipoint Hospital,
Pune – 411007, Maharashtra, India.

Goods

All products sold by Hairsutr including, but not limited to:

  • Hair Toppers

  • Wigs

  • Comfort (Medical) Wigs

  • Premium Wigs

  • Hair Extensions

  • Closures

  • Frontals

  • Accessories

Website

www.hairsutr.com

You

The customer purchasing products through our website.

Return Eligibility

A return request must be raised within 7 calendar days of the date of delivery.

To qualify for a return, the product must:

  • Be unused, unworn, unwashed and unaltered.

  • Be returned in its original packaging with all tags, accessories, inserts and complimentary items.

  • Reach Hairsutr in the same condition in which it was delivered.

  • Successfully pass our quality inspection after being received.

Failure to meet any of the above conditions may result in rejection of the return request.

Products That Cannot Be Returned or Exchanged

The following products are strictly non-returnable and non-exchangeable:

  • Comfort (Medical) Wigs

  • Premium Wigs

  • Customized or made-to-order products

  • Personalized products

  • Products purchased during sales, promotional offers or discount campaigns

  • Cash on Delivery (COD)/Partial Cash on Delivery (COD) orders

  • Products that have been worn, tried on, washed, cut, coloured, chemically treated, styled or altered

  • Products with damaged or missing packaging

  • Products showing signs of use

  • Gift Cards and promotional vouchers

Medical & Premium Wig Policy

Comfort (Medical) Wigs and Premium Wigs are designed for customers experiencing medical hair loss and other sensitive conditions.

For hygiene, health and customer safety reasons, these products cannot be returned or exchanged once dispatched, irrespective of whether they have been opened or remain in their original packaging.

As these products are intended for personal use and cannot be safely resold, Hairsutr maintains a strict no-return and no-exchange policy for these categories, except where required under applicable consumer protection laws.

Exchange Policy

Eligible products may only be exchanged for a higher-value product.

Exchange requests will only be accepted if:

  • The product satisfies all return eligibility conditions.

  • The product successfully passes inspection.

  • The customer ships the product back to Hairsutr at their own expense.

  • The customer pays the difference between the original and upgraded product.

Exchanges for products of equal or lower value are not permitted.

Comfort (Medical) Wigs, Premium Wigs, discounted products and COD orders are not eligible for exchange.

Return Processing Fee

If an eligible return is approved:

  • A 7% return processing fee will be deducted from the product value.

  • The remaining value will be credited as Hairsutr Wallet Credit / Store Credit.

  • No cash refunds or bank transfers will be provided for standard returns except where required by applicable law.

Original shipping charges, COD charges, payment gateway charges and other service fees are non-refundable.

Cash on Delivery (COD)/Partial COD Orders

All Cash on Delivery (COD)/Partial (COD) orders are final.

COD orders:

  • Cannot be cancelled after dispatch.

  • Cannot be returned.

  • Cannot be refunded.

  • Cannot be exchanged.

Any exception, if approved solely at Hairsutr's discretion, will only be considered after inspection of the returned product. Where store credit is approved, it will be issued within 30 days after successful inspection.

Return Shipping

Customers are responsible for:

  • Packing the product securely.

  • Return courier charges.

  • Any transit insurance, if required.

Products should be returned to:

Hairsutr
First Floor, The Spires,
Aundh–Baner Link Road,
Behind Medipoint Hospital,
Pune – 411007, Maharashtra, India.

Hairsutr is not responsible for products lost or damaged during return transit.

We recommend using a trackable courier service.

Product Inspection

Every returned product undergoes a detailed quality inspection.

Inspection includes, but is not limited to:

  • Product condition

  • Hair quality

  • Odour

  • Evidence of use

  • Washing or styling

  • Cutting or colouring

  • Packaging condition

  • Missing accessories

  • Damage

Hairsutr reserves the sole right to determine whether a returned product satisfies the return conditions.

Products failing inspection will be shipped back to the customer at the customer's expense.

Damaged, Defective or Incorrect Products

If you receive:

  • A damaged product,

  • A manufacturing defect, or

  • An incorrect item,

please notify us within 48 hours of delivery.

Please provide:

  • Your Order Number

  • Clear photographs

  • An unboxing video (recommended)

  • A description of the issue

Once verified, Hairsutr will arrange an appropriate replacement, repair, exchange or refund, as applicable.

Order Cancellation

Orders may only be cancelled before dispatch.

Once dispatched, orders cannot be cancelled.

Customized products, made-to-order products, Comfort (Medical) Wigs and Premium Wigs cannot be cancelled once processing or manufacturing has begun.

Store Credit

Approved Store Credit:

  • Will be issued to your Hairsutr Wallet.

  • Is valid for 12 months from the date of issue.

  • Cannot be transferred.

  • Cannot be redeemed for cash.

  • Cannot be exchanged for bank transfer.

Fraud Prevention

Hairsutr reserves the right to:

  • Refuse any return request that appears fraudulent.

  • Reject repeated or excessive return requests.

  • Cancel future orders from customers found abusing the return policy.

  • Take appropriate action in cases of misuse of promotional offers or return policies.

Important Notice

Customers are encouraged to consult our team before placing an order if they require assistance selecting the correct topper, wig, colour, density, cap construction or size.

Our experts are available via WhatsApp, phone and email to help you make the most suitable choice before purchase.

By placing an order, you confirm that you have reviewed the product description, specifications and images, and understand the nature of the product being purchased.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us:

Hairsutr

📍 First Floor, The Spires,
Aundh–Baner Link Road,
Behind Medipoint Hospital,
Pune – 411007, Maharashtra, India.

📧 Email: support@hairsutr.com

📞 Phone / WhatsApp: +91 85300 98100

🌐 Website: https://hairsutr.com/