Refund policy

At roelito, we are confident in the quality of our premium wigs, hair ties, and hair extensions. If you are not completely satisfied with your purchase, we are happy to assist you. Please read the following policy carefully before initiating a return.

1. Return Period

You may request a return within 30 calendar days of receiving the product. Return requests after 30 days will not be accepted unless otherwise stipulated by local consumer law.

2. Return Eligibility

For returns, the product must be in its original condition—unused, unopened, and with all original packaging, caps, labels, and tags intact.

If the product is defective, arrives damaged, is the wrong item, or is significantly different from the description (e.g., incorrect color, texture, or length), we will arrange a full refund or free replacement.

Returns due to personal reasons or a change of mind are accepted as long as the product remains unopened and in its original packaging. However, the following items are not eligible for return for personal reasons: wigs, lace hair extensions, lace bangles, hair ties, or any opened hair products (for hygiene reasons); any wigs that have been tried on, worn, combed, trimmed, or styled; and any items clearly marked "non-returnable" on the product page.

3. Return Shipping Costs

Who bears the return shipping costs depends on the reason for the return.

If the return is due to product defects, damage in transit, wrong item sent, or significant discrepancy from the product description, roelito will cover the return shipping costs. We will provide you with a prepaid return label, and there will be no handling fee.

If the return is due to personal reasons or a change of mind, the customer must bear the return shipping costs. In this case, the original shipping cost paid at checkout will not be refunded. We will not charge any handling fees as long as the item is unopened and in its original packaging.

Return requests after the 30-day return period are generally not accepted, but defective items may still be covered by the manufacturer's warranty and can be repaired or replaced.

4. How to Initiate a Return

To initiate a return process, please send an email to our customer service team at service@roelito.com with the subject line "Return Request - Order Number: [Your Order Number]".

Please include the following information in the email: your order number, the name and quantity of the item you wish to return, a clear reason for the return (e.g., defective product or personal reasons), and any supporting photos or videos if you claim the item is damaged, defective, or the wrong item was sent.

We will respond within two business days with return instructions. If the item has a quality issue, we will provide a prepaid shipping label.

5. Refund Processing

After receiving and inspecting your returned item, we will notify you whether your refund request has been approved.

Approved refunds will be credited to your original payment method, such as your credit card or PayPal account. The exact arrival time depends on your bank or payment service provider. We do not require any separate bank account or payment information from you; all refunds are processed through the channel you originally used for the purchase.

For returned items, we may offer a partial refund if parts are missing, packaging is damaged, or there are signs of use other than opening the outer packaging.

6. Exceptions and Important Notes

For products with a manufacturer's warranty, such as wigs with a specific durability guarantee, please contact us after the 30-day return period to inquire about repair or replacement options.

Shipping damage must be reported within seven days of receiving the item, so we recommend that you inspect the package immediately upon receipt.

Bulk or commercial orders may be subject to different return policies, so if you are ordering a large quantity of items, please contact us before purchasing.

This policy does not affect your legal rights under applicable consumer protection laws in your jurisdiction.

7. Contact Us

If you have any questions about this policy or believe your return request has been unfairly denied, please contact us at service@roelito.com. We strive to respond within 24 hours on weekdays.

For disputes that cannot be resolved, we are willing to seek resolution through third-party mediation or in a competent court in our jurisdiction.