Refund policy

Satisfaction of DEN Queens is our goal! DNE HAIR offers a 30-day return guarantee.

If you are not satisfied with the product you received, you can contact us for an exchange/cancel/return/refund.

 DNE HAIR Return Process / How to apply for a return refund?

  • If you think that the product you received is not the one you want or the product itself is defective, you can contact us through our email business@dnehair.com, but be sure to provide video/picture/detailed description to speed up the return and refund process. Note: We will not accept returns and refunds without providing any valid pictures or videos.

  • The DNE customer service team will reply to your email within one working day. Priority reply with picture/video/detailed description. Note: Due to the time difference, if there is no timely reply, I hope to get your understanding, but the DNE team guarantees that the customer service will contact every customer who needs a return and refund within one working day. 

  • After the DNE customer service team has contacted you and provided you with the return address, the package can be returned, otherwise the package loss/shipping problem will be borne by you personally.

  • After you return it, we will receive the package in about 15-20 working days, we will contact you after checking and give you a refund.

 Return

  • Product must be returned in original factory condition (unwashed, uncut, unstyled, unaltered, unworn, undamaged and with the label attached in the original packaging) and included with product packaging. (Note: Damaged packaging also needs to pay a certain fee, please refer to Article 2 of Refund).

  •  We do not provide shipping labels. So you need to go to the local site to return it yourself

  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
  • For your convenience, please return your package via USPS with the tracking number, we are not responsible for problems caused by logistics, such as lost or stolen packages. After you return the item, you are responsible for the return shipping and must prepay the shipping fee.

 Refund

  •  If the return is due to the buyer's responsibility (such as dislike/unwanted, ordering the wrong product/size), we will deduct $20 as a handling fee and will not be responsible for return shipping.If the product you return is not the product you purchased or this product has already been used by you , we reserve the right to reject the product without a refund.

  •  If the package is damaged due to the buyer's unpacking, 5% of the order amount shall be compensated. After receiving the package, we will check it. If the requirements are not met, it will be deducted from the amount refunded to you. If your order amount is 200 USD, 10 USD will be deducted.

  •  $20 fee will also be charged for orders that are rejected by the customer at the time of delivery or returned due to an       "undeliverable" address.

  •  Refunds will be processed within 1-2 business days when we receive the goods and automatically returned to the account you paid for.

 Cancel:

  • After you place an order and the package has not been shipped, you have the right to apply for cancellation. To apply for cancellation of the order, you can contact our official store through the following methods, Email: support@dnehair.com, iMessage: +1 ‪(202) 596-5888, Instagram/FaceBook: DNE HAIR.

  •  If the package you ordered has been shipped and you don't want it yet, please contact us for a refund after you receive it. Pls contact our email: support@dnehair.com

 Exchange:

  • If you ordered the wrong product/size/color/style, you can contact us for exchange. Note that if the product you need to exchange is more expensive than the product you have ordered, you need to make up the difference. It will be sent to you in the form of a PayPal bill, and we will change it for you after you have paid the difference.

  • If the product you purchased is large cap / small cap, and the customized product is ready to be shipped, the customized product cannot be exchanged.

 Finally, DNE HAIR never refuses customers, except in the following cases:

  1. The buyer is maliciously returning a refund, referring to a history of many returns and refunds
  2. There is a potential threat/scam

 In this case, our team will contact you to discuss a solution with the aim of ensuring that all customers are treated fairly and other customers are protected.

 For questions about this policy or any assistance , please feel free to contact us at Business@dnehair.com

 We will do our best to help you and respond to all messages within 1 business day. DNE HAIR reserves the right of final interpretation of all policies herein.