Refund policy
At Baibe Official, we want every Baibe to understand their options before and after placing an order. Most hair products are prepared around the specifications you select, so sourcing and preparation may begin shortly after checkout. This policy explains eligible returns, exchanges, store credit, cancellations, modifications and merchandise concerns. Nothing in this policy limits any rights or remedies available to customers under applicable law.
Can I return my order?
| Item | Can I return it? |
|---|---|
| Hair Extensions & Wigs | Yes. Eligible Ready-to-Ship, Made-to-Order and Raw Indian products may be returned within seven calendar days of delivery if they meet our return requirements. |
| Custom Orders | No. Products from our Signature “Custom” Wig Collection and qualifying custom orders are final sale once custom work begins. |
| Sale, Clearance & Final-Sale Items | No. These items are not eligible for voluntary returns or exchanges. |
| Incorrect Items or Verified Defects | Covered. If we made an error or your item has a verified manufacturing defect, we’ll help resolve it. |
What will I get?
| Option | When it applies | What to know |
|---|---|---|
| Store Credit | Approved Returns | Once your return is received and inspected, the eligible balance, less any applicable fees, is added to your Baibe Official account. Your store credit never expires. |
| Exchange | Approved Exchanges | Once your return is received and inspected, your exchange begins processing, subject to applicable fees and any price difference. |
| Refund to Original Payment Method | Eligible Cancellations | Available for eligible cancellations within 48 hours of purchase, with no cancellation fee. Voluntary merchandise returns are not refunded to the original payment method. |
Why are returns issued as store credit?
Unlike traditional retailers, most Baibe Official hair products are Made-to-Order or Custom, meaning they are sourced, prepared or customized according to each customer’s selected specifications. Because we begin investing in your order shortly after purchase, approved voluntary returns are issued as store credit rather than refunded to the original payment method.
Your store credit is added directly to your Baibe Official customer account, never expires and can be used toward a future purchase. Refunds to the original payment method remain available for eligible cancellations within 48 hours and in other circumstances where required.
Fees at a glance
| Request | Fee |
|---|---|
| Cancel or modify your order within 48 hours | No fee. |
| Cancel your order after 48 hours | 10% cancellation fee. The remaining eligible balance is issued as store credit. |
| Modify your order after 48 hours | 10% modification fee on the affected product, subject to approval. |
| Return or exchange an eligible item | 10% restocking fee on the affected product, plus applicable shipping charges. |
Why do we charge a standard fee?
Most Baibe Official hair products are made to order, meaning we begin sourcing and preparing your selected specifications shortly after your purchase. By the time a cancellation, modification, return or exchange is requested, we may have already purchased merchandise or incurred preparation and processing costs.
Our standard 10% fee helps offset a portion of these costs. The fee is applied according to the type of request, and multiple standard fees are not combined for the same approved resolution.
Our mistake? We’ll make it right. If you receive an incorrect item, incorrect specifications or merchandise with a verified manufacturing defect, no cancellation, modification or restocking fees apply to the applicable correction. We also cover authorized return and replacement shipping.
1. Introduction & Scope
This policy applies to eligible purchases from Baibe Official, including Ready-to-Ship, Made-to-Order, Custom, Raw Indian and other merchandise. Most hair extensions and wigs are Made-to-Order unless specifically designated Ready-to-Ship or classified as Custom. Custom fulfillment includes wigs from our Signature “Custom” Wig Collection and products with qualifying custom add-ons. Selecting ordinary available specifications alone does not automatically make a product Custom. See our Shipping, Fulfillment & Tracking Policy for preparation windows, carrier transit and delivery matters.
Because product sourcing, purchasing and preparation may begin shortly after checkout, voluntary cancellations and modifications after the 48-hour grace period are subject to the standard 10% fee.
2. Return Eligibility and Condition
For a voluntary return, merchandise must be unused, unworn, uninstalled, unaltered, sanitary and in its original condition with applicable original packaging. A wig may be briefly tried on for fit without installation or wear; that does not authorize cutting lace, gluing, sewing, chemically treating, cutting straps, altering the cap or otherwise modifying the item.
Hair care products, styling tools and accessories must be unopened and unused, with any seals intact, to be eligible for a voluntary return.
Merchandise that has been worn, installed, altered, heavily styled, damaged through use or returned in unsanitary condition is generally ineligible for a voluntary return. At Baibe Official’s sole discretion, limited exceptions may be offered for merchandise that can be appropriately restored, with a 15% fee for light preparation or 20% for substantial reconditioning or restyling. These exceptions are not guaranteed, any exceptional charge is disclosed to you before you agree to proceed, and they do not replace remedies for verified defects or Baibe Official errors.
Final sale items
| Item | What applies |
|---|---|
| Sale, clearance and final-sale items | Final sale. These items are not eligible for voluntary cancellation, modification, return or exchange. Final-sale status is shown on the product page before purchase. |
| Custom orders | Wigs from our Signature “Custom” Wig Collection and orders that include custom work, such as color, cut, permanent alterations, custom construction, custom cap sizes or added construction features, may be canceled or modified within 48 hours of purchase under Sections 6 and 7. Once custom work begins, Custom orders are not eligible for voluntary cancellation, modification, return or exchange. |
Final-sale terms do not affect remedies for incorrect items, incorrect specifications or verified manufacturing defects, which are handled under Sections 8 and 9. Product-specific exclusions are disclosed before purchase. Returns sent without prior written authorization will not be accepted and do not automatically qualify for store credit.
3. Refunds, Store Credit and Restocking Fees
Approved voluntary returns are resolved with store credit or an exchange, not a refund to the original payment method. Refunds to the original payment method are available for eligible cancellations within 48 hours of purchase (Section 6) and in other circumstances where required.
Approved standard voluntary returns incur a 10% restocking fee on the affected merchandise. Authorized return shipping, reshipping and other disclosed charges may also be deducted, and original shipping charges are not credited. Credit is calculated after the returned merchandise arrives and passes inspection.
Store credit is based on the amount actually paid for the returned merchandise, after any discounts. Free gifts or promotional items included with an order must be returned with it, or their value may be deducted.
Eligible store credit is issued directly to your Baibe Official account and a notification is sent. Store credit does not expire; if partially used, the remaining balance stays available indefinitely. Store credit is not cash and cannot be redeemed for cash.
You may tell us whether you prefer store credit or an exchange. Baibe Official confirms the final resolution in writing based on eligibility, inspection and availability. Once a resolution has been approved and confirmed, it is final; the resolution type cannot be changed and an exchange already in preparation cannot be canceled.
Store credit for an approved cancellation that does not involve returned merchandise is issued after the cancellation is approved and applicable fees are calculated; no return inspection is needed when nothing was delivered or returned.
4. Return Request and Shipping Deadlines
Request and ship within 7 calendar days of delivery
The same seven-calendar-day procedure applies to every return: voluntary returns, exchanges, incorrect merchandise, incorrect specifications and suspected manufacturing defects that require a return.
- Request: submit your return or resolution request through our Order Resolution Center within seven calendar days of confirmed delivery.
- Ship: when merchandise must be returned, hand it to the carrier within the same seven calendar days of delivery.
Submitting a request does not extend or restart the seven-day shipping deadline. If we provide written approval near the end of your return window, we may authorize an extension of up to three business days from the date of written approval. Any extension must be communicated in writing. A tracking number alone is not enough; a carrier acceptance scan or other verifiable proof of handoff establishes when your return shipped.
Do not send merchandise without written return authorization. Customers are responsible for return postage for voluntary returns unless Baibe Official provides a prepaid label. Use a tracked service and keep your shipping receipt.
Voluntary return packages remain your responsibility until Baibe Official receives them. Baibe Official is not responsible for voluntary returns lost or damaged in transit, so we recommend a tracked and insured service. Returns sent with a prepaid label provided by Baibe Official are tracked and handled by Baibe Official.
International returns: international customers are responsible for return shipping, customs paperwork and any duties, taxes or brokerage charges on the return shipment. Original import duties, taxes and customs charges are not credited.
5. Voluntary Exchanges
Request an exchange through our Order Resolution Center within seven calendar days of delivery and return the original item under Section 4. An eligible voluntary exchange is subject to a 10% restocking fee on the affected product, plus applicable return shipping, replacement shipping and any price difference. Exchange availability depends on product eligibility, sourcing feasibility and inspection of the original merchandise.
If the replacement costs more, you pay the difference. If the replacement costs less, the difference is issued as store credit after the applicable fee.
Replacement fulfillment begins after the exchange is approved, the original item is received and inspected, and any payment is complete. Because most items are prepared for your order, your exchange starts a new fulfillment window. A reduced fee for a fit-related exchange may occasionally be offered at Baibe Official’s discretion; it is not an automatic entitlement, and any reduced fee is confirmed with you before you agree to proceed.
6. Order Cancellations
Within 48 hours of purchase
Within 48 hours of purchase: you may request cancellation for a full refund to the original payment method or full Baibe Official store credit, with no cancellation fee. A cancellation is not complete until confirmed by Baibe Official.
After 48 hours: approved voluntary cancellations are subject to a 10% cancellation fee, and the remaining eligible balance is issued as Baibe Official store credit. Cancellations are subject to order status and approval. Once an order enters final packing or has shipped, it can no longer be canceled; eligible requests after delivery follow the return process.
A request to cancel because an order is still within its stated fulfillment window is a voluntary cancellation. Voluntary cancellation terms do not replace refunds owed for qualifying shipping delays or merchant error; see the Shipping, Fulfillment & Tracking Policy.
7. Order Modifications Before Shipment
Within 48 hours of purchase
Requests to modify eligible product specifications within 48 hours of purchase incur no modification fee; any additional product price remains payable. Modifications are subject to feasibility and approval and cannot be guaranteed after sourcing or preparation begins.
After 48 hours, an approved modification is subject to a 10% modification fee on the affected product only, not the entire order. Once an order enters final packing or has shipped, it can no longer be modified.
- If the new selection costs more, you pay the difference in addition to any applicable fee.
- If it costs less, the difference is first applied against the modification fee; any remaining eligible balance is issued as store credit.
- Approved modifications may restart or extend the fulfillment timeline; the revised estimate will be communicated.
For payment security, shipping address changes are not processed on an existing order. See the Shipping, Fulfillment & Tracking Policy for cancellation and reordering options.
8. Incorrect Merchandise or Specifications
Report within 7 calendar days of delivery
If Baibe Official sends an incorrect item or specifications different from those confirmed on your order, submit a request through our Order Resolution Center within seven calendar days of confirmed delivery, with your order details and clear photographs. We will review the evidence and, when a return is needed, provide a prepaid return label and written instructions.
The incorrect merchandise must be handed to the carrier within seven calendar days of delivery, following the same procedure in Section 4, unless your written approval provides an extension. Incorrect merchandise must be returned; it cannot be kept while a replacement is provided.
Once the carrier confirms acceptance of the authorized return shipment, Baibe Official will begin sourcing or preparing the correct replacement rather than waiting for the incorrect item to arrive. The replacement fulfillment window generally begins with that confirmed carrier scan and follows the product category (typically 5–10 business days for Made-to-Order).
Baibe Official covers authorized return and replacement shipping for verified Baibe Official errors, and no cancellation, modification or restocking fee applies. Final inspection may be used to reconcile any discrepancies.
9. Suspected Manufacturing Defects
Report within 7 calendar days of delivery
Report suspected manufacturing defects within seven calendar days of confirmed delivery through our Order Resolution Center, with clear photographs or video, taken before use or installation where possible, and a description of the concern. We will first review the evidence and may request additional details.
If physical inspection is needed, we will provide a prepaid return label and inspection instructions. The same seven-calendar-day return shipping procedure in Section 4 applies, subject to any written extension.
If a manufacturing defect is verified, Baibe Official will provide an appropriate correction, repair, replacement, refund or other remedy, without ordinary voluntary fees. If inspection does not confirm a defect, we will explain the findings and offer any otherwise eligible voluntary resolution or return shipment to you at your expense.
Natural characteristics of human hair, including some frizz, texture or curl variation, and the need for washing, conditioning, defining or styling, do not by themselves establish a manufacturing defect. Each claim is reviewed on its facts. A genuine manufacturing defect discovered later is still reviewed, and any remedy protected by law remains available.
10. Transit Loss and Damage
Lost, stolen or transit-damaged packages are addressed in our Shipping, Fulfillment & Tracking Policy. Optional Route Package Protection may cover eligible shipping claims under Route Package Protection’s terms. Customers without Route Package Protection may contact Baibe Official for investigation.
Incorrect products and manufacturing defects are merchandise concerns reviewed directly by Baibe Official under Sections 8 and 9.
11. Buy Now, Pay Later and Installments
Customers who use an eligible third-party installment provider, such as Shop Pay Installments, Affirm or Zip, enter a separate financing or installment agreement with that provider. Baibe Official’s return, exchange, cancellation and store-credit terms apply whether the original purchase was paid in full or through installments.
When store credit is the applicable resolution, it is credit toward future Baibe Official purchases, not a refund to the original financing transaction. Issuing store credit does not cancel, reduce or pause your installment obligations. Please continue to follow your provider’s payment terms unless the provider confirms an adjustment, and direct questions about due dates, balances, late charges or financing terms to the provider.
When a refund to the original payment method is approved or required, Baibe Official processes the refund and the provider determines how it affects your installment balance or payment schedule.
12. Chargebacks and Payment Disputes
Customers are encouraged to contact Baibe Official through our Order Resolution Center to seek an eligible resolution before initiating a payment dispute. Customers retain their lawful right to contact their payment provider or financial institution.
When a chargeback or payment dispute is opened, voluntary financial resolutions associated with the disputed transaction are suspended while the dispute is reviewed, including pending store credit, voluntary refunds, exchanges and adjustments. This prevents duplicate or conflicting reimbursements. Merchandise already returned will be logged and inspected; an otherwise eligible resolution remains pending until the dispute closes and its outcome is verified.
If a payment dispute is initiated before an order ships, Baibe Official will immediately suspend fulfillment and shipment of the affected order. Baibe Official will submit relevant evidence, which may include the order date, disclosed fulfillment window, customer acknowledgments, preparation records, customer communications and shipment or return documentation.
Baibe Official reserves the right to cancel an unshipped order associated with a payment dispute. Any resulting financial resolution will be determined according to the dispute outcome. After the dispute closes, Baibe Official will reconcile any funds refunded or retained and complete any remaining approved or required resolution without duplicate reimbursement. Winning a dispute does not, by itself, cancel an existing approved return or refund obligation.
Baibe Official reserves the right to restrict or decline future purchases from accounts associated with chargebacks or payment disputes, to the extent permitted by law. Such restrictions do not eliminate obligations concerning prior transactions or lawful dispute rights. Baibe Official does not impose an automatic additional chargeback penalty or automatically forfeit earned credit because a dispute was filed.
13. Returned, Refused and Unclaimed Shipments
Packages returned to sender because of an incorrect address, unclaimed delivery, refusal or unpaid customs charges are reviewed under our Shipping, Fulfillment & Tracking Policy. Authorized return, carrier, storage, handling or reshipment charges may apply where the customer caused the return.
A voluntary store-credit resolution, if available, requires receipt and inspection of the merchandise. Refusal or nonpayment of import charges is not automatically an approved cancellation.
14. Order Resolution Center and Inspection
Our Order Resolution Center is the place to request an eligible return, exchange, cancellation, modification, incorrect-item correction or manufacturing-defect review. Please provide:
- Your order number and checkout email
- The issue category and your requested resolution
- Relevant supporting photographs or video
If the Order Resolution Center is unavailable, email contact@baibeofficial.com for assistance. Do not send merchandise without written return authorization.
Submitting a request does not guarantee approval. Baibe Official reviews eligibility, communicates return instructions or requested evidence, and documents returned merchandise upon arrival. Store credit for returned merchandise is issued only after receipt and successful inspection. If a return does not meet eligibility requirements, we will explain the findings and any available options. Response and processing times are not guaranteed unless separately published.
15. Additional Terms and Contact
Any exceptions or fee adjustments are granted at Baibe Official’s discretion and do not create a general entitlement for other orders. Refunds to the original payment method may take additional time to appear depending on your payment provider or bank.
- Questions or assistance: email contact@baibeofficial.com with your order number and full name.
- Shipment timing, tracking, addresses and carrier issues: see our Shipping, Fulfillment & Tracking Policy and the Order Status Portal.