Refund policy

Last updated: June 2026

At VenusEnt, we want you to love your hair topper. Because our products are personal-use hairpieces, we have specific return guidelines to ensure hygiene and fairness for all customers. Please read this policy carefully before making a purchase.

Return Window

We accept return requests within 15 days of the delivery date. Requests submitted after 15 days will not be accepted.

Eligibility Requirements

To qualify for a return, your item must meet all of the following conditions:

  • Unworn and unaltered — the hairpiece must not have been worn, tried on the head, cut, dyed, heat-styled, or chemically treated in any way
  • No products applied — free of perfume, hairspray, dry shampoo, conditioner, or any other product
  • Original condition — all clips, accessories, and attachments must be intact and undamaged
  • Original packaging — must be returned in the original box or pouch with all included items
  • Proof of purchase — order confirmation email or receipt required

⚠️ Important: Due to the personal-use nature of hair products, any item that shows signs of wear, alteration, or product application will not be accepted for return and will be shipped back to the customer at their expense.

Defective or Incorrect Items

If you receive an item that is defective, damaged, or different from what you ordered, you must:

  1. Contact us within 48 hours of delivery at hello@venusentstore.com
  2. Include your order number, a clear description of the issue, and photos or a short video showing the defect or discrepancy

Failure to report within 48 hours may result in the claim being ineligible. For approved defective/incorrect item claims, VenusEnt will cover the return shipping cost and provide a full refund or replacement at no additional charge.

Change-of-Mind Returns

If you wish to return an item for reasons other than a defect or error on our part (e.g. color preference, change of mind), the following applies:

  • A 20% restocking fee will be deducted from your refund
  • Return shipping costs are the customer's responsibility
  • The item must still meet all eligibility requirements listed above

Non-Returnable Items

The following cannot be returned under any circumstances:

  • Items that have been worn, styled, cut, or altered in any way
  • Items with any product applied (oils, sprays, dyes, etc.)
  • Custom or special-order items (specific color requests, custom lengths)
  • Items purchased during a sale or promotional event
  • Gift cards

Color & Texture Disclaimer

Hair toppers are a handcrafted natural product. Please be aware that:

  • Slight color variations may occur due to differences in monitor calibration and screen settings — this does not constitute a defect
  • Natural hair characteristics such as minor shedding or slight texture variation are normal and not grounds for return
  • For the most accurate color match, we recommend requesting a color swatch consultation before ordering

How to Start a Return

  1. Email hello@venusentstore.com with your order number and reason for return
  2. Wait for our team to review and approve your request — do not ship items back without approval
  3. Once approved, you will receive return instructions and a shipping address
  4. Ship the item using a trackable shipping method and send us the tracking number

Items returned without prior approval will not be accepted and will not be refunded.

Exchanges

We do not process direct exchanges. To get a different item, please:

  1. Submit a return request for the original item (subject to eligibility)
  2. Once your return is approved and received, place a new order separately

European Union — 14-Day Cooling-Off Period

For customers in the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason, without justification, in accordance with EU consumer protection law.

To exercise this right, the item must still be unworn, unaltered, in its original packaging, and accompanied by proof of purchase. Please contact us at hello@venusentstore.com to initiate the process.

Refunds

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund.

  • Approved refunds will be processed to your original payment method within 10 business days
  • Please allow additional time for your bank or card issuer to post the credit
  • If 15 business days have passed since your refund was approved and you have not received it, contact us at hello@venusentstore.com

Contact Us

For all return and refund inquiries: 📧 hello@venusentstore.com 💬 WhatsApp: +1 (406) 287-4698