Refund policy

Return and Refund Policy

You have 14 days from the date you receive your item to request a return.

Return Eligibility

Items must be in their original, unused condition and suitable for resale. Wigs and hair products must meet all of the following conditions.

  • They are unworn and unused, with no signs of wear.

  • The lace is uncut and unaltered.

  • They have not been washed, dyed, bleached, cut, styled, or otherwise altered.

  • They are free of odors, makeup, adhesives, and hair products.

  • They include the original packaging and any original tags or accessories.

Items that have been used or altered, or are otherwise unsuitable for resale, are ineligible for a standard return. We may ask for proof of purchase.

How to Request a Return

  1. Sign in to your customer account using the email address you used to place your order.

  2. Go to Orders and open the relevant order.

  3. Select Return items or Cancel or return, then choose the items you want to return and submit your request within 14 days of receiving them.

Please wait for approval before sending anything back. If we approve your request, we’ll send you a prepaid return shipping label and packing instructions.

Return address
TRUE ME
Unit 1033, 25 Adra Grado Way
North York, Ontario M2J 0H6
Canada

Return Shipping Fee

For returns due to a change of mind or personal preference, such as choosing the wrong style, color, or length, we deduct a flat C$7 return shipping fee from your refund. Use the return label we provide so you don’t need to buy postage separately.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item arrives damaged or defective, or if we sent you the wrong item, contact hello@truemehair.com as soon as possible so we can help.

If the issue is our responsibility, we’ll cover the return shipping cost. Once we approve and inspect the return, we’ll issue a full refund, including the amount you paid for the affected item and any applicable original shipping charges.

Non-Returnable Items

  • For hygiene reasons, wigs and hair products with cut lace, altered hair, or signs of wear or use are ineligible for a standard return.

  • Custom or personalized items are ineligible for returns due to a change of mind or personal preference. If a custom item arrives damaged, defective, or incorrect due to our error, follow the instructions above.

  • Gift cards are non-refundable.

Exchanges

If you’d like a different item, request a return for the original item under this policy. Once we approve your return, you can place a new order for the item you want.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund has been approved. We issue approved refunds to your original payment method, with any applicable C$7 return shipping fee deducted.

Please allow up to 10 business days for your bank or card provider to post the refund after we issue it. If more than 15 business days have passed since we approved your return and you still haven’t received your refund, contact hello@truemehair.com.