Refund policy

Return and Refund Policy

At Vidalocs, we want every customer to feel confident and happy with their purchase. If you have any issues with your order, please contact us at support@vidalocs.com. Our support team typically replies within 24–48 business hours.

  1. Order Cancellation

If you need to cancel your order, please contact us at support@vidalocs.com within 1 hour of placing your order.

Once an order has been processed, packed, or shipped, we may not be able to cancel it.

  1. Return and Exchange Window

We accept eligible returns and exchanges within 30 days of delivery.

To request a return or exchange, please contact us first at support@vidalocs.com with your order number, reason for the request, and clear photos of the item.

Please do not send any items back without contacting us first. Unauthorized returns may not be accepted.

  1. Return Eligibility

To be eligible for a return or exchange, the item must be in its original condition:

• Unworn and unused
• Not installed or worn for use
• Not washed, brushed out, dyed, bleached, curled, cut, altered, or customized
• For wigs: lace must not be cut, trimmed, or customized
• No odor, stains, product buildup, damage, or signs of wear
• Returned with original packaging, tags, accessories, and included items

Hair products are personal items that come into direct contact with the scalp and skin. For hygiene and quality reasons, we cannot accept returns or exchanges for products that have been worn, installed, washed, altered, or customized.

  1. Non-Returnable Items

The following items are not eligible for return or exchange:

• Worn or installed hair products
• Wigs with lace that has been cut or customized
• Washed, dyed, bleached, cut, or altered items
• Items with odor, stains, product buildup, or damage
• Items missing original packaging or included accessories
• Final sale or clearance items, if marked as final sale
• Gift cards

  1. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive a damaged, defective, or incorrect item, please contact us at support@vidalocs.com within 7 days of delivery. Include your order number and clear photos of the issue.

If the issue is confirmed, we will help arrange a replacement, exchange, or refund based on the situation.

  1. Return Shipping

Customers are responsible for return shipping costs unless the return is due to an error on our side, such as receiving the wrong item, a defective item, or an item damaged upon arrival.

Original shipping fees, if any, are non-refundable unless the issue was caused by Vidalocs.

We recommend using a trackable shipping service for returns. Vidalocs is not responsible for return packages that are lost in transit.

  1. Exchanges

Eligible items may be exchanged within 30 days of delivery.

Exchanges are subject to product availability. If the requested exchange item is unavailable, we may offer a refund or store credit after the returned item is received and inspected.

If there is a price difference between the original item and the exchange item, our support team will confirm the adjustment before processing the exchange.

  1. Refund Processing

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 2 business days after approval.

Please note that your bank, card issuer, PayPal, or payment provider may take additional time to process and post the refund to your account.

Estimated refund posting times may vary:

• PayPal: usually 3–5 business days
• Credit/Debit Card: usually 5–10 business days
• Other payment providers: processing time may vary

  1. Refused or Undeliverable Packages

If a package is refused, unclaimed, or returned due to an incorrect or incomplete shipping address provided by the customer, any refund may be reduced by shipping costs or return handling fees.

Please make sure your shipping address is correct before placing your order.

  1. Contact Us

For return, exchange, cancellation, or refund questions, please contact us at:

support@vidalocs.com