Return & Refund Policy

Last updated: September 1, 2026

Thank you for shopping with Koja Hair and booking with Koja Hair Studio.

Koja Hair sells raw human hair products, including hair extensions, lace closures, lace frontals and exclusive wigs. Koja Hair Studio provides wig revamp, restoration, customization and related services.

Because our products and services are different, the return and refund terms below apply according to what you purchased or booked.

Koja Hair Products

All hair products are inspected before they are shipped.

Because hair is a personal-use product, we do not accept returns or exchanges on hair that has been worn, installed, washed, colored, chemically processed, cut, altered or otherwise used.

Products must be returned in their original, unused condition and with all original packaging, tags and materials intact.

If you receive an item that is incorrect, damaged before use, or materially different from what you ordered, contact us at kojahair@gmail.com within 3 days of delivery.

Please include your order number and clear photos of the item and packaging. We may request additional information or photographs before approving a return or replacement.

Do not send an item back without receiving return instructions from us first.

Approved returns must be shipped using a tracked service. The customer is responsible for return shipping costs unless the return is due to an error made by Koja Hair or another circumstance where Koja Hair is responsible for the return shipping cost.

Once an approved return is received and inspected, we will confirm whether the item qualifies for a refund, replacement or other available resolution.

Exclusive Wigs

Exclusive wigs are made and/or customized by Koja Hair and may include individualized customization.

For this reason, wigs that have been customized specifically for a customer may not be eligible for return simply because the customer has changed their mind.

If an exclusive wig arrives damaged, defective or materially different from the product description, contact us at kojahair@gmail.com within 3 days of delivery with your order number and clear photographs.

The wig must not be worn, altered, washed, cut, colored, installed or otherwise modified before the issue is reported.

Wig Revamp Services

All Koja Hair Studio revamp services are paid in full at the time of booking unless otherwise stated.

A booking may be cancelled before the service begins in accordance with the cancellation terms communicated at the time of booking.

If a client cancels before their wig has been sent and before any work has begun, the service fee may be refunded according to the applicable cancellation terms.

If a client's wig has already been received by Koja Hair Studio but work has not yet begun, the client may request cancellation. If the cancellation is approved, the applicable service fee will be refunded, subject to applicable law. Any cost associated with returning the client's wig is the client's responsibility.

Once work has commenced, the standard cancellation and refund process no longer applies. Any request to terminate a service after work has begun will be handled in accordance with the applicable circumstances, this policy and applicable law.

Nothing in this policy limits any rights a consumer may have under applicable Québec consumer-protection or civil-law legislation.

Service Assessment

A wig is assessed after it is received by Koja Hair Studio.

If the condition of the wig, the extent of damage, or the work required differs materially from the service originally booked, we may contact the client before performing additional work.

Additional services or charges will not be added without the client's approval, except where otherwise permitted by applicable law.

Koja Hair Studio may decline a service if the wig is not suitable for the requested work or if proceeding would create an unreasonable risk of damage to the wig.

Service Quality Concerns

If you believe there is an issue with a completed service, contact us at kojahair@gmail.com as soon as reasonably possible after receiving or collecting your wig.

Please provide your booking information and clear photographs or other information that helps us understand the concern.

We will review the matter and determine the appropriate resolution based on the service performed, the condition of the wig before service, the client's instructions and applicable law.

Refund Processing

Approved refunds will be issued to the original payment method where reasonably possible.

Processing times may vary depending on the payment provider or financial institution.

Koja Hair Studio is not responsible for delays caused by a payment processor or financial institution after a refund has been issued.

Shipping Costs

Original shipping charges are generally non-refundable unless otherwise required by law or agreed to by Koja Hair.

Return shipping costs for customer-owned wigs sent back after a revamp are the client's responsibility unless otherwise agreed in writing.

Contact

For questions about a return, refund or service cancellation, contact:

Koja Hair Studio Ltd.
kojahair@gmail.com
www.kojahair.com