Refund policy

Poca Tresses — Return & Refund Policy

Last updated: 7/12/2026

At Poca Tresses, we want you to love your hair. Because our extensions are a personal-care, worn item, we follow the return standards common across the hair extension industry to protect the quality and safety of our products for every customer.

1. Due to the Nature of Hair Extensions

For hygiene and quality-control reasons, all hair extension sales are final once a package has been opened, worn, cut, brushed, colored, or altered in any way. This includes bundles, closures, frontals, and wigs from the Empress, Lotus, Indigo, and Jade collections.

2. Eligible Returns & Exchanges

We accept returns or exchanges only when:

  • The item is unopened, with the original packaging seal fully intact
  • The hair has not been worn, brushed, cut, colored, steamed, or washed
  • The request is made within 7 days of delivery
  • You have your order number or proof of purchase

Wigs and closures must also have any protective wig cap/net still attached and untouched.

3. Non-Returnable Situations

We cannot accept returns, exchanges, or refunds for:

  • Opened or worn hair (bundles, wigs, closures, frontals)
  • Items showing signs of tangling, coloring, cutting, or product application
  • Custom or made-to-order pieces
  • Final sale, clearance, or pre-order items (unless defective — see below)
  • Gift cards

4. Damaged, Defective, or Incorrect Orders

If you receive hair that is defective, damaged in transit, or not what you ordered:

  1. Contact us within 48 hours of delivery at [insert email/DM]
  2. Include your order number and clear photos/video of the item and packaging
  3. Do not open the sealed bundle further than needed to inspect it

Once verified, we'll offer a replacement, store credit, or refund — your choice.

5. How to Start a Return

  1. Email [insert email] or DM @pocalocsss with your order number and reason for return
  2. Wait for return approval and shipping instructions — items sent back without authorization will not be accepted
  3. Ship the item back in its original, unopened packaging within 7 days of approval
  4. Customer is responsible for return shipping costs unless the item was defective or incorrect

6. Refunds

  • Approved refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the returned item
  • Original shipping fees are non-refundable
  • Store credit (if selected) is issued instantly upon approval and does not expire for 12 months

7. Exchanges

We're happy to exchange unopened, unworn hair for a different texture, length, or collection within 7 days of delivery, subject to availability. Price differences will be charged or refunded accordingly.

8. Pre-Orders

Pre-order items follow the same final-sale policy once received and opened. Estimated ship dates are provided at checkout and are subject to change; we'll notify you of any delays.

9. Questions?

We're here to help before you buy. If you're unsure about texture, color, or density, reach out at [insert email] or DM us before ordering — our team is happy to guide you.