Returns, Damaged Items,
& Order Cancellation Policies
Last Updated: 2025
Overview of Policies
Jump to Section
| Main Topic | Description |
|---|---|
| Item Return Policy | Information on when and how to return unopened and unused items, including eligibility requirements and refund process. |
| Damaged or Incorrect Items (Non-Shipping Issues) | Guidelines on handling items that arrive damaged, expired, or incorrect through non-shipping-related issues. |
| Damaged or Missing Items (Shipping Issues) | Steps to follow for items damaged or lost during UPS or shipping processes, including how to file a claim. |
| Order Cancellation Policy | Details on how to cancel an order, including when cancellations are allowed and the process for refunds. |
Item Return Policy:
How to Return an Item or Items
Overview
Our goal is to make the return process as simple and clear as possible. Before sending an item back, you must contact us to receive return authorization. This ensures we are prepared for your return and can verify if a return is necessary.
When Can You Return an Item?
| Eligible for Return | Not Eligible for Return |
|---|---|
| Item received in its original, unused, and unopened condition. | The product has been opened, tried on, or used. |
| Item is not the right fit (e.g., not the color you wanted, changed your mind). | The item has been altered (e.g., cut, colored, or modified). |
| Completely unaltered, including not opened, cut, or styled. | The packaging has been damaged or removed (specific to the product, not the shipping box). |
How to Request a Return Authorization
| Step | Details |
|---|---|
| Contact Us First | Email us at online@beautydepotusa.com or use our Contact Page. Provide your order number, item(s) you wish to return, and the reason for the return. Wait for our confirmation and return instructions before sending anything back. |
| Prepare Your Return | Ensure the item is in its original condition and packaging. The original packaging refers to the product packaging (e.g., the wig box or product container), not the shipping box. Include your name, order number, and a copy of the return authorization confirmation email. |
| Ship the Item | You are responsible for shipping costs. You may use any shipping carrier and packaging of your choice. The item must be securely packaged and arrive undamaged. Return Address: Beauty Depot Online 3120 E Hillsborough Ave, Tampa, FL 33610 |
Refund Process
| Stage | Description |
|---|---|
| Inspection & Approval | Once received, we will inspect the return to ensure it meets our criteria. |
| Refund Method | Approved returns will be refunded to the original payment method. |
| Processing Time | Refunds typically process within 3-5 business days. |
| Shipping Costs | Original shipping fees are not refundable unless the return is due to an error on our part. |
Examples of Eligible and Ineligible Returns
| Scenario | Eligible for Return? | Reason |
|---|---|---|
| You ordered a wig, and the color wasn’t what you expected. The packaging is still sealed. | ✅ Yes | The item is unused, unopened, and in its original packaging. |
| You tried on a wig but didn’t like how it looked. | ❌ No | The item has been used and is no longer in its original condition. |
| You opened a product to see if you liked the scent, but it’s not what you wanted. | ❌ No | The product is no longer sealed and is considered used. |
| You received an item and decided you no longer want it. The packaging is unopened and in perfect condition. | ✅ Yes | The item is in its original, unused condition. |
Damaged or Incorrect Items Policy:
Non-Shipping Issues
Overview
This section outlines how to handle items that arrive damaged, expired, or incorrect due to non-shipping issues. Non-shipping issues include items that were defective upon arrival, expired, incorrect, or appeared used, old, or opened.
When Does This Apply?
| Applicable Scenarios | Details |
|---|---|
| Damaged Item | The product arrived damaged or defective through no fault of shipping. |
| Expired Product | The item received has passed its expiration date. |
| Incorrect Item | You received the wrong item (e.g., incorrect color, size, or product sent). |
| Used or Opened Product | The product appears used, old, or opened upon arrival. |
What to Do: Step-by-Step Process
| Step | Action Required | Outcome |
|---|---|---|
| 1. Contact Us Immediately | Email us at online@beautydepotusa.com or use our Contact Page. Provide the following information:
|
We will respond within 1-2 business days with the next steps. |
| 2. Assessment | We will review the provided information to determine whether the issue is a non-shipping issue or a UPS/shipping issue. | You will be notified of the assessment result and any additional actions needed. |
| 3. Resolution for Non-Shipping Issues | If it is a non-shipping issue, you will receive a full refund to your original payment method. We do not provide replacements. | If a return is needed, we will cover the return shipping costs and provide instructions. |
Examples of Non-Shipping Issues
| Scenario | Action Required | Outcome |
|---|---|---|
| You received a hair product that arrived expired. | Email us with photos showing the expiration date and item condition. | Refund issued after verification. |
| An item you received is damaged but not due to shipping. | Provide photos of the damaged item and packaging. | Full refund if confirmed as a non-shipping issue. |
| You ordered a wig but received the wrong color or style. | Send a detailed description and photos showing the discrepancy. | Refund to your original payment method. |
| The product appears old or used upon arrival. | Contact us immediately with a detailed description and photos. | Full refund if the issue is confirmed as non-shipping related. |
Damaged or Incorrect Items Policy:
Shipping Issues (UPS)
Overview
This section outlines how to handle items that arrive damaged, missing, or lost due to shipping issues. Shipping-related issues typically involve damages during transit, missing items in an intact package, or packages marked as delivered but not received.
When Does This Apply?
| Applicable Scenarios | Details |
|---|---|
| Damaged Package | The shipping box arrives visibly damaged, and items inside are affected. |
| Missing Items | The package is intact, but some items are missing from your order. |
| Stolen or Lost Package | UPS tracking shows "Delivered," but you did not receive the package. |
What to Do: Step-by-Step Process
| Step | Action Required | Outcome |
|---|---|---|
| 1. File a Claim with UPS First | Visit the UPS Claim Page. Provide the following: Tracking Number: Ensure the tracking number is accurate. Photos: Include clear images of the damaged package and items. Required Information: Follow all instructions provided by UPS for filing a claim. |
UPS will begin their investigation process. Keep the claim number for reference. |
| 2. Contact Us with Details | Email us at online@beautydepotusa.com with: Order Number and Name: To locate your purchase. UPS Claim Details: Include the claim number and status. Photos: Attach any images submitted to UPS. |
We will support your claim process with UPS and provide guidance if needed. |
| 3. Our Role | We will assist you through the claim process, but refunds or replacements are only provided if UPS approves the claim. | Resolution depends on UPS claim approval. |
Examples of Shipping Issues
| Scenario | Action Required | Outcome |
|---|---|---|
| Your package arrives with a crushed box and damaged items inside. | File a claim with UPS and contact us with photos. | UPS will review, and we can assist based on their decision. |
| You did not receive your package, but the tracking says "Delivered." | File a claim with UPS and notify us immediately. | UPS will handle the investigation, and we will support you through the process. |
| The package is intact, but an item is missing. | Contact UPS to file a claim and send us your order details and photos of the package. | We can assist once the UPS claim is processed. |
Important Notes
| Consideration | Details |
|---|---|
| We Cannot File a Claim for You | This is a UPS policy. The customer must initiate the claim process directly with UPS. |
| Keep All Packaging | Until your claim is resolved, keep all original packaging, damaged items, and any relevant documentation. |
| Follow UPS Guidelines | UPS may require inspections, additional documentation, or other steps during the claim process. |
Need Assistance?
If you have questions or need further assistance, please contact us at online@beautydepotusa.com or visit our Contact Page.
Order Cancellation Policy:
How to Cancel an Order
Overview
We strive to make the order cancellation process as smooth as possible. There are certain conditions under which an order can be canceled, and understanding these will help you navigate the process with ease.
When Can You Cancel an Order?
| Scenario | Can You Cancel? | Outcome |
|---|---|---|
| You placed an order today and want to cancel it immediately. | ✅ Yes | Transaction will be voided. The pending charge will disappear without a refund transaction. |
| Your order status is "Processing," but it has not yet shipped. | ✅ Yes | The pending charge will drop off your account without a refund being processed. |
| Your order has shipped, and you received a tracking number. | ❌ No | You need to follow our Return Policy to receive a refund. |
How to Cancel an Order
| Step | Action Required |
|---|---|
| 1. Contact Us Immediately | Email us at online@beautydepotusa.com or use our Contact Page. Provide the following information: Order Number: Helps us identify your order quickly. Name: The name associated with your order. |
| 2. Wait for Confirmation | We will verify if the order can still be canceled. You will receive an email confirmation once the cancellation is processed. |
Payment and Refund Details
| Scenario | Outcome |
|---|---|
| Order Canceled Before Shipping | The transaction will be voided, not refunded. You will not see a refund transaction. The pending charge will simply disappear from your account. This process may take 1-3 business days depending on your bank. |
| Order Canceled After Shipping | Follow our Return Policy for a refund. The pending charge will convert into a standard charge, and the refund process will follow the return procedure. |
Auto-Cancellation and Fraud Detection
| Why It Happens | What to Do |
|---|---|
| Our system includes an automatic fraud detection feature to protect both our customers and our business. In rare instances, this may result in your order being automatically canceled due to potential fraud or discrepancies. |
Contact us at online@beautydepotusa.com. We can guide you through the process to resolve the issue and potentially reorder without problems. This issue is often resolved quickly by confirming order details or updating payment information. |
Need Help?
If you have questions about your order status, the cancellation process, or if your order was auto-canceled by mistake, please contact us at online@beautydepotusa.com or visit our Contact Page.