Refund policy
Last updated: 07/11/2025
Return Policy
Due to the nature of our products and hygiene reasons, we can only accept returns if:
- You have not removed any tags and item is in it's original packaging
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You received the wrong item, or
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Your item arrives damaged or faulty.
Returned items must be unused and in their original packaging with the attached label.
To start a return, please contact us within 14 days of receiving your order at hello@mugahair.com. Items sent back without prior approval will not be accepted.
Please note we do not provide returns labels.
How to Start a Return
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Email us at hello@mugahair.com with your order number and reason for return.
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We’ll confirm if your return is eligible and provide instructions and the return address.
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Items sent back without approval will not be accepted.
Damages and Issues
Please inspect your order upon receipt. If your ponytail is damaged, faulty, or incorrect, contact us immediately so we can resolve the issue.
Exchanges
If you ordered the wrong product, the fastest way for an exchange is to return the item as above, and once approved, place a separate order for the replacement.
EU & INTERNATIONAL Customers – 14-Day Cooling Off Period
For orders shipped to the European Union and internationally, you have the right to cancel your order within 14 days of receiving your item.
However, due to hygiene reasons, the item must be unused, sealed, with the tag attached, and in its original packaging. We will only accept returns that meet these conditions.
Refunds
Once your return is received and inspected, we will notify you if your refund is approved.
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If approved, refunds will be issued to your original payment method within 10 business days.
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Please allow extra time for your bank or card provider to process the refund.
If more than 15 business days have passed since approval and you haven’t received your refund, please contact hello@mugahair.com.
Contact
For any questions about returns or refunds, email hello@mugahair.com.