New Times Hair never stops providing the best products and service for our customers.
If you are not satisfied with your order for any reason, including the order arriving damaged, you ordered the wrong size, or the product simply doesn’t meet your expectations, etc. you can ask for a return or exchange within 30 days from the purchase date.
Important Note：
Please ensure that all merchandise is returned in its original state as you received it, otherwise, it will not qualify for a return or exchange.
Custom orders, duplicate orders, and repair orders are not eligible for return or exchange.
Returns without a pre-authorization will not be accepted.
Our Return Procedure
Step 1: Request a return via DM or Email and provide us with your order number, detailed reason for the return, and images of the damage if there is any.
Step 2: Our customer service or sales representatives will authorize your request and send you the address to ship your item(s) back.
Step 3: All returned items will be inspected when we receive them to check if they qualify for a return.
*N/B: items that will not be approved for a return: custom orders, stock orders that have been altered, worn, washed, damaged, or are not in their original packaging.
Step 4: Once your return is justified, we will process a refund to your original payment account within 3-5 business days.
Our Exchange Procedure
Step 1: Request an exchange via DM or Email and provide us with your order number, detailed reason for the exchange, and images of the damage if there is any.
Step 2: Our customer service or sales representatives will authorize your request and send you the address to ship the item(s) back.
Step 3: All returned items will be inspected when we receive them to check if they qualify for a return.
*N/B: items that will not be approved for an exchange: custom orders, duplicate orders, items that have been altered, worn, washed, damaged, or are not in their original packaging.
Step 4: Once your return is accepted, we will ship the item(s) you requested to you within 3-5 business days.
Our US Return Address
For any return and exchange, please confirm with our customer service or your sales representatives first and then send to the address below:
New Times Hair
894 Sapphire Ct Pomona CA 91766
Phone: +16268313152
Please find answers to our most frequently asked questions below.
1. Who is responsible for the shipping cost?
The shipping cost of the return is paid for by New Times Hair if we created the problem that led to the return. Otherwise, the cost is the sole responsibility of the customer.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
2. Can I return or exchange stock hair systems?
Yes, absolutely! You can make a return or exchange on our stock hair system within 30 days from the purchase date, provided the hair system is unaltered, unworn, unwashed, undamaged, and in its original packaging.
3. Can I return or exchange custom hair systems?
We do not return or exchange custom hair systems.
All custom hair systems may be repaired, remade, or refunded for any problems attributable to our side as long as we receive your return within three months of the shipment date.
If you ordered a wrong custom-made hair system by mistake, the hair system cannot be returned for a refund. If you would like us to adjust it, extra costs will be charged accordingly, including shipping.
4. Do you refund repair orders?
We do not refund repair orders under any condition.
If you are not satisfied with the repair, we can help you adjust it as per your request, please return it within 30 days after receiving it.
5. Can I return hair system accessories and supplies?
Yes, you can return or exchange the accessories and supplies within 30 days from the purchase date.
For hair system supplies like adhesives glue, tape, etc. from a third-party brand, please make sure the package is unopened before you request a return/exchange.
6. Can I cancel my order?
For stock orders, if they are not yet sent out, please contact us ASAP to cancel your order. However, if your order has already been shipped and is on its way to you, we cannot cancel it but you can return it after you receive the order. Shipping costs created during the shipment process are the responsibility of the customer.
For custom orders, if you cancel a custom order before you receive it, you will only receive a 50% refund in order to cover labor and material costs.
7. After how long will I get a refund?
Once New Times Hair has processed your return, the refund will go back to the customer’s original payment account within 3-5 business days.
8. After how long will I get a replacement?
Once your return is accepted, we will ship the replacement requested within 3-5 working days. Shipping will take another 5-7 working days worldwide.
9. Can I get a faster exchange?
All exchanges take a very long time if you follow the standard exchange procedure. If you wish to receive the exchange faster, we suggest you place a new order online before making the return.
10. My parcel was lost when I sent it back for a return, can I still get a refund?
We will only replace or refund after we have received your returned products. We take no responsibility for returns lost by postal services.
11. To which address do I ship the products?
For any return and exchange, please confirm with our customer service or your sales representatives first and then send to the address below:
New Times Hair
Room 809, Building B, LuBang Plaza,
No.177, Shandong Road
Qingdao, China
PC: 266034
Tel: +86-532-88994028
