Refund policy
Date: [August 6th, 2026]
At The KAY Collection, we are committed to delivering premium-quality hair products and an exceptional shopping experience. We take great care in inspecting every item before it leaves our warehouse to ensure it meets our quality standards.
Please read this Return & Refund Policy carefully before placing an order. By completing a purchase, you acknowledge and agree to the terms outlined below.
Our Commitment to Quality
Every order is carefully inspected, packaged, and shipped directly from The KAY Collection's inventory. Because our products are beauty and personal-use items, certain return restrictions apply to protect the health, safety, and satisfaction of all customers.
Our goal is to provide a fair, transparent, and hassle-free return process while maintaining the highest standards of product quality. Clear return windows, refund timelines, and eligibility requirements also help customers understand what to expect and support accurate return information across shopping platforms.
Return Eligibility
We gladly accept eligible returns within 30 calendar days of the delivery date.
To qualify for a return, the item must:
Be returned within 30 days of delivery.
Be unused, unworn, and unaltered.
Be in its original condition.
Include all original packaging, tags, accessories, and inserts.
Be free from odors, stains, makeup, perfume, smoke, or other signs of use.
Include proof of purchase or your order confirmation.
Items returned that do not meet these conditions may not be eligible for a refund.
Non-Returnable Items
For hygiene and quality assurance reasons, we cannot accept returns on:
Opened or used hair products
Worn wigs or hair extensions
Customized or personalized products
Clearance or final sale items
Gift cards
Products damaged due to misuse or improper care
These restrictions help ensure every customer receives products in new, hygienic condition.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or if you receive the wrong item, please contact us within 48 hours of delivery.
Please include:
Your order number
A description of the issue
Clear photos of the product
Photos of the packaging (if applicable)
After reviewing your claim, we may offer:
A replacement
A full refund
Store credit
Another appropriate resolution
If the error was ours, we will cover the reasonable cost of the return shipping.
How to Start a Return
To request a return:
Email: support@thekaycollection.com
Please include:
Full Name
Order Number
Email Address
Reason for Return
Photos (if applicable)
Our support team will review your request and provide return instructions if your return is approved.
Please do not send products back without receiving return authorization.
Return Shipping
Customers are responsible for return shipping costs for approved returns unless:
The wrong product was shipped.
The item arrived damaged.
The item is defective.
The return is due to an error made by The KAY Collection.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.
Inspection Process
Once your return is received, our quality team will inspect the item to confirm it meets our return requirements.
Inspection typically takes 2–5 business days after delivery to our facility.
Refund Process
If your return is approved, your refund will be processed to your original payment method.
Refunds are generally issued within 5–10 business days after the returned item passes inspection. Your financial institution may require additional time before the funds appear in your account. Clearly communicating refund timelines is recommended to set customer expectations.
Original shipping charges are generally non-refundable unless the return results from our error.
Exchanges
We currently offer exchanges for eligible items, subject to product availability.
If your requested item is unavailable, we may provide:
A refund
Store credit
An alternative product of equal value (with your approval)
Order Cancellations
Orders may be canceled only before they enter processing.
Once an order has been processed or shipped, it cannot be canceled.
If you need to cancel an order, please contact us immediately after placing it.
Refused Deliveries
Orders refused by the customer or returned because of an incorrect or incomplete shipping address provided at checkout may be subject to shipping and handling deductions from any eligible refund.
Please review your shipping information carefully before submitting your order.
Fraud Prevention
To protect our customers and business, The KAY Collection reserves the right to:
Refuse returns that do not meet this policy.
Limit excessive return activity.
Decline fraudulent or abusive return requests.
Request additional information to verify a claim.
International Orders
International customers are responsible for any customs duties, import taxes, or local fees imposed by their country's customs authorities.
These charges are non-refundable.
Return shipping costs for international returns are generally the customer's responsibility unless the return is due to our error.
Store Credit
Where appropriate, we may offer store credit instead of a refund.
Store credit:
Never expires unless required by law.
Can be used toward future purchases.
Is non-transferable and cannot be redeemed for cash unless required by applicable law.
Contact Us
If you have any questions regarding returns or refunds, we're here to help.
The KAY Collection
Customer Support:
Business Inquiries: business@thekaycollection.com
Business Hours: Monday – Friday: 9:00 AM – 6:00 PM
We appreciate your trust in The KAY Collection and are committed to resolving any concerns fairly, promptly, and professionally.