Returns, Refunds & Cancellations

Here at KOJA HAIR, we ensure that our hair is the best quality for our customers. We are committed to providing luxury products to our customers all over the world. Our 100% raw and virgin hair has been thoroughly tested to assure impeccable quality and standards. We guarantee countless wears and endless styles with our hair. For questions on preservation and upkeep, please visit our FAQ section. Before ordering on www.kojahair.com, we recommend reading all our policies below to familiarize yourself with our process. 
ORDER CANCELLATION 
  • Order Cancellation Policy and Process

Any physical item purchased on our online store is eligible for cancellation and will be fully refunded minus restock fees up to 6 hours after the time of purchase (found on the order confirmation email) (see fees description and amount in Return section below) 

If the cancellation request is done after 6 hours of the time of purchase, a flat 20% restocking fee will be charged for all returned or cancelled requests (more information in our Return and Exchange Policy below). 

 

Steps to cancel your order (no later than 6 hours after purchase). Order cancellations are ONLY initiated and accepted via email.

  1. Locate the order number (example: 72114) sent to your email or phone number upon purchase on our website.
  2.  Send us an email to kojahair@gmail.com with the SUBJECT: Cancel Order: XXXXX (Write your order number here). 
  3. Upon receipt of your email, we’ll contact you within 48 - 72 hours and proceed to refund your order.
  4. Cancellation requests received after 24 hours of the purchase time will be automatically levied a 25% restock fee.

 

RETURNS 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to print the receipt or proof of purchase (sent to your email when purchase was made).

To start a return, you can contact us at kojahair@gmail.com and follow the Return and Exchanges Policy/Process. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

  • Items deemed not as Described 

 We take multiple pictures and videos of items posted on our website including, detailed descriptions to ensure that an informed purchase is made by our customers. Additionally, we offer a concierge service for our customers to see the items live and ask questions before committing to a purchase. However, if you believe that the item you received is not as described, please follow the policy below:

  1. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and correct it. 
  2. Please contact kojahair@gmail.com no later than 48 hours from the courier delivery date to notify us of the issue to be eligible for a refund. Additionally, due to sanitary precautions to protect the health of our employees, all items must be in their original packaging in order for the refund to be granted.
    For example, if the tracking number shows the delivery date as 10/10/2023 at 2:00 p.m., you have until 10/13/2023 at 2:01 p.m. to contact us regarding the issue in order to start the refund process. All communications received after that date will not be accepted. The customers ought to provide evidence regarding the issue. Evidence can be a video or a picture of the issue noted. Upon submission of evidence, Koja Hair is to determine the resolution process. If Koja Hair determines that a return is warranted, the normal process for a return related to "item received is not as described" is the following:
  3. Take a picture/ video of the item in its original packaging (the item must be in its original packaging) and send it to  kojahair@gmail.com
  4. Upon confirmation of the original condition of the item, a return shipping label will be sent to the customer
  5. Upon receipt of the item, please allow 7 business days for our team to double-check the condition of the item purchased and process a refund 
  6. For a refund to be processed, the item needs to be in its original packaging, unworn and unused.
  7. Once the package is received (delivery date per courier), a Koja Hair representative will take a video from the time the returned package sent is opened to the time it is inspected to confirm the item is in its original condition
  8. If the item is in its original condition/package, Koja Hair will issue a full refund minus restock fees within 7 business days from the delivery date noted on the shipping carrier tracking number
  9. The customer will receive a notification email regarding the refund. It takes an additional 7 to 10 business days for the refund money to be reflected in your bank account
  10. No refund will be made if the hair has been altered, used, or is not in the original package.
  11.  A flat 25% restocking fee will be charged for all returned items. Shipping fees are not refunded. 
  • Alteration By Third-Party Policy
We recommend using licensed, professional, or knowledgeable hairstylists for all items purchased on our website. Koja Hair is not liable for alterations performed on our products by third parties. This includes alterations made by other hairdressers or hairstylists. No refund is granted on Koja Hair purchases altered by third parties. Refunds or Exchanges must follow the Refund or Exchange policy. 
  • Issues with Order Received (damaged, defective or unsuitable for use) 
 Due to the nature of our products, any issues related to products received must be communicated no later than 48 hours after the date of delivery. To communicate the issue, we require that a detailed explanation of the issue be sent via email including videos and pictures evidence. In some cases, we also require that the item be returned to us for further analysis. If upon investigation, we confirm that the item was defective or damaged prior to shipment, we will perform a full refund or exchange the product at no additional cost to the customer.  This policy is only applicable to physical products purchased on kojahair.com
  • Return and Exchanges Policy/Process
Due to CDC guidelines related to the COVID-19 pandemic, we reserve the right to deny an exchange if certain conditions are not met. The conditions include and are not limited to the following:
  1. Issue must be communicated no later than 72 hours after delivery date
  2. Evidence is provided to justify the issue
  3. Item is in its original packaging, has not been altered, and is unworn.
  4. Item has not been altered by the third party per Alteration By Third-Party Policy 
Refunds and Exchanges are processed ONLY if they are communicated via email within 72 hours of delivery date per carrier website. Please use the following guidelines to start the refund process:
  1. Take a picture/ video of the item in its original packaging (item must be in its original packaging) and send it to kojahair@gmail.com
  2. Upon confirmation of the original condition of the item, a Koja Hair agent will provide return address information via email. All return shipping fees are paid by the customer
  3. Once the returned item is shipped, the customer must provide a copy of the shipping label and tracking number via email
  4. Upon receipt of the item, please allow 72 hours for our team to double-check the condition of the item purchased and process a refund
  5. For a refund to be processed, the item needs to be in its original packaging, unworn and unused
  6. Once the package is received (delivery date per carrier), a Koja Hair representative will take a video from the time the package sent back is opened to the time it is inspected to confirm the item is in its original condition
  7. If the item is in its original condition/package, Koja Hair will issue a full and complete refund within 7 business days from the delivery date noted on the return shipping carrier tracking number
  8. The customer will receive a notification email regarding the refund. It takes 7 to 10 business days for your money to be reflected in your account
  9. No refund will be made if the hair has been altered, used or is not in the original package. 
Any communication received after the 72-hour grace period will not be treated and refund/exchange will be automatically denied. If you have any additional questions about our refund policy, please send us an email at kojahair@gmail.com. 
  • General Refund Policy 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. 

  • Shipping Issues
This policy is only applicable to third party carriers. Koja Hair is not responsible/liable for items misplaced or lost by third-party carriers. In order to mitigate the risks related to shipped orders, the client bears the sole responsibility of losing items if shipping rates with Insurance are not purchased at checkout. If the shipping rate with Insurance was purchased at checkout, Koja Hair orders will be insured for the full value of the purchase minus fees. If an insured order is lost or stolen by third party shipping couriers, a full refund minus fees is processed and ONLY if all the following criteria are met:
  1.  Customer did not incorrectly enter shipping address at the time of purchase
  2.  Customer address is in secured area and delivery instructions have not been updated
  3. A claim is accepted by the shipping carrier for the entire value of the purchase 
  4. Entire value of the purchase has been reimbursed to Koja Hair by the third party shipping courier
  5. Timeframe to receive a complete refund is fully dependent on the specific courier claims resolution process. Please refer to the courier's website to understand their policies and procedures around the claims resolution process and timeline.
  • Exceptions / non-returnable items
All items purchased on sale or with promotional codes are FINAL . Unfortunately, sale items cannot be refunded. Gift Cards are also non-refundable. Please note the following exceptions to our return and refund policy:
  1. Discounted items are final sale and cannot be returned or exchanged
  2. Returned items must have tags still on and be returned in original product packaging
  3. Returned items must have no visible signs of wear or use
  • Shipping and Order Processing Delays

This policy pertains to shipping and order processing delays. 

  1. Due to our rigorous quality control processes, unexpected shipping delays may occur and change the processing time described under each product. When these instances occur, all orders affected by the delay are automatically upgraded to the fastest shipping speed. For Canadian customers, shipping is upgraded to two-day shipping speed and for international orders, the fastest shipping option is selected. Customers are informed of delays via email
  2. Our priority is to ensure that processing time is respected. However, customers may experience shipping delays due to the increased amount of orders during the holiday season. Customers are informed of delays via email.
Order drop offs to third parties couriers are processed within 24 - 48hrs from tracking date. For instance, UPS drop offs are processed in bulk, therefore, please allow 24 - 48hrs from shipment confirmation date for tracking to be updated in the UPS system. DHL drop offs tracking are updated within 24 hours of shipment confirmation date. 

 

  • Route Packaging Protection Policy

ROUTE is a third-party insurance policy company added to the KOJA HAIR Ltd. website to give customers the option to protect their packages during transit. The decision to choose Route to insure packages is solely the responsibility of the customer. 

KOJA HAIR Ltd. is therefore not responsible for any claims in connection with packages lost, stolen or damaged. Please refer to this policy's “Shipping Issues" section to familiarize yourself with KOJA HAIR Ltd. shipping policies.

For more information about ROUTE's policies regarding Package Protection and Insurance please visit ROUTE's website at Route Package Protection Policies – Route or contact their team using email cms@route.com

  • KOJA HAIR Digital Term, Conditions and Refund Policy 
By making a purchase on www.kojahair.com, you confirmed that you read and understand our policies and agree to abide by them. If you have any further questions or concerns email us at kojahair@gmail.com. Please allow 24 - 72 hrs. to respond to your inquiries.