Refund policy

Return Policy

At The Braids Co., we understand that your hair is more than just hair—it’s a crown, a canvas, and a celebration of who you are. Because of the personal nature of our braids, we must approach returns with careful consideration to maintain the integrity of our products and your experience.

Our Return Guidelines

Unopened Packages
We know that sometimes things change, and we're here for you. If your package is unopened, you have a full 30 days to return it to us. We want you to be completely satisfied, and if that means choosing something different, we’re on board.  

Condition Requirements 
To be eligible for a return, your item needs to be in the condition you received it—unworn, unused, with all tags attached, and nestled in its original packaging. Proof of purchase is also needed to help us process your return swiftly.

How to Initiate a Return
Reach out to us at concierge@thebraidscompany.com to start your return journey. 

Keep in mind that you are responsible for the shipping costs to return the product to us. Returns sent without prior arrangement won’t be accepted, so please make sure to contact us first. Any questions? We’re here at concierge@thebraidscompany.com.

Addressing Damages and Issues

Your satisfaction is paramount to us. Inspect your order upon arrival and let us know right away if anything is amiss—be it a defect, damage, or a wrong item received. We’ll dive right into the issue to make it right for you.

Exceptions & Non-returnable Items

Some treasures are non-returnable, including custom creations (like special orders or personalised items) and personal care items such as our beloved hair extensions. Additionally, we can't accept returns for hazardous materials, flammable liquids, or gases. If you have questions about your specific item, feel free to reach out.

Regrettably, we also cannot accept returns on sale items or gift cards.

Exchanges

If you’re seeking a new style, the quickest way to achieve your look is to return the item you have. Once your return is approved, you can make a separate purchase for the new item you desire.

European Union 14-day Cooling-off Period

If your order is heading to the European Union, you have a 14-day window to return or cancel your order for any reason, no questions asked. Just make sure your item is in its original condition—unworn, unused, with tags and original packaging. As always, keep your receipt or proof of purchase handy.

Refunds

Once we receive and inspect your return, we’ll let you know if your refund is approved. If it is, you’ll see the funds back on your original payment method within 10 business days. Please keep in mind that banks and credit card companies might take a little extra time to process the refund. If it’s been more than 15 business days since approval, give us a shout at concierge@thebraidscompany.com.

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We hope this policy reflects the thoughtful, personalised experience we strive to provide, honouring the beauty and diversity of black hair while making sure your shopping experience is as seamless as possible.