Our Easy Returns Promise

Because we get it — sometimes it’s just not a perfect match.

At ThatHair, we stand behind the quality of our products and want you to feel confident with every purchase. That’s why we offer a 30-Day Satisfaction Guarantee and simple return options for all eligible orders.

Damaged, Defective, or Incorrect Items

If you received a damaged, defective, or incorrect product, we’ll make it right — no need to return the item.

To request a free one-time replacement, just contact us within 30 days of delivery at support@thathair.co with the following:

  • Your order number
  • A short description of the issue
  • Clear photo(s) or a quick video showing the item in question

Once approved, we’ll ship your replacement right away — free of charge.

Note: Requests submitted after 30 days from delivery are not eligible for replacement or refund.

We give each issue personal attention to ensure your experience is smooth and stress-free. If something’s off, just reach out and we’ll take care of it.


Change of Mind, Wrong Item Ordered, or Other Concerns

We know that shopping online isn’t always easy. If you change your mind or accidentally ordered the wrong item, we gladly accept returns under these conditions:

  • The item is  unused  and in its  original packaging
  • The request is submitted  within 30 days of delivery
  • Customers cover the return shipping cost
  • Shipping fees and shipping insurance are non-refundable
  • A  $5 restocking fee  will be deducted from your refund

To start a return, simply email support@thathair.co with your order number and reason. We’ll reply with step-by-step instructions to help you send your item back with ease.

Once your return reaches us, we’ll process it within 3–7 business days. Your refund (minus shipping fees and the $5 restocking fee) will be issued to your original payment method.

Please note:

  • Return shipping labels are not provided
  • Used or opened items cannot be returned due to hygiene standards
  • Original shipping and shipping insurance charges are non-refundable


Color Matching & Sizing Support

We want you to love your hair — and that starts with finding your perfect match.

Need help choosing your shade? 
We offer a  free color-matching service  before you order. Or you may send us a photo of your hair (front, sides, and back in natural lighting) at support@thathair.co and we’ll recommend the closest match for you.

Color Mismatch Policy
 If you used our free color-matching service and still experience a color mismatch, we’ve got you covered — you’re eligible for a refund, return, or one-time replacement.

If you did  not  use the color-matching service before ordering, we’re still happy to help! In this case, we can offer a  one-time exchange or store credit  in the form of a ThatHair e-gift card — refunds to the original payment method will not be available.


Not sure about the length?

We totally get it — length is a personal preference, and it can be tricky to visualize! If your Halo doesn’t feel quite right in terms of length, no worries — we’re happy to offer a one-time exchange or store credit to make sure you love your ThatHair.

To qualify:

  • Your request must be submitted  within 30 days  of receiving your order
  • The product must be in  original condition  (unworn, with tags/seals intact, and not removed from hygienic packaging)

💡 We highly recommend checking out our Length Guide and reaching out to us before ordering if you’re unsure — we’re always happy to help you find the perfect fit!

📌 Please note the following conditions apply to all length-related returns/exchanges:

  • Customers cover the  return shipping cost
  • Shipping fees and insurance  are non-refundable
  • A  $5 restocking fee  will be deducted from your refund

Still unsure? Feel free to message us at  support@thathair.co  — we’re here to help you choose the best match 💌

 

Order Cancellations

Need to cancel your order? No problem — just email us at support@thathair.co as soon as possible using the same email you used at checkout.

  • If your order  hasn’t shipped, we’ll issue a  full refund right away.
  • If it has  already shipped, you may return the item once it arrives by following our return instructions above.


Refund Policy

We’re confident you’ll love your new ThatHair product, but if something doesn’t feel right, here’s how we can help.

We gladly offer refunds under our  30-Day Satisfaction Guarantee  as long as:

  • Your request is submitted  within 30 days of delivery
  • For damaged or defective items, photo/video evidence is provided

Refunds are issued to your original payment method within 5–7 business days.

Please note:

  • Shipping fees and shipping insurance are non-refundable
  • Refunds are not eligible after 30 days from delivery

Still Have Questions?

We’re here to make things right. Reach out anytime at  support@thathair.co  — our friendly team is always happy to assist you.