Refund policy
Return and Refund Policy
ALL SALES ARE FINAL. XO Hair Vault does not offer cash, debit/credit card, or store credit refunds under any circumstances.
LOCAL DFW & MAIL-IN EXCHANGES
Local Dallas-Fort Worth clients and mail-in customers may request an exchange for an alternate in-stock item of equal or greater value strictly within 3 calendar days of delivery or local fulfillment.
MANDATORY EXCHANGE ELIGIBILITY
To be eligible for an exchange, your request and item must strictly adhere to the following conditions:
- Timeline: Exchange requests must be initiated within 3 calendar days of carrier delivery confirmation or local pickup via kay@xohairvault.com.
- Condition: Hair extensions, closures, frontals, and tape-ins must be 100% unworn, unwashed, uninstalled, uncut, and in their original factory state.
- Packaging & Tags: All original security tags, branded bands, and luxury casing must be completely intact, untampered with, and unremoved.
- Inspection Failure: If any sign of styling, bleaching, coloring, product application, odor, or tag removal is detected upon inspection, the exchange request is voided, and the item will be shipped back at the customer's expense.
SHIPPING & TRANSIT COSTS
Mail-In Exchanges: The customer is responsible for all return shipping costs and transit fees. We strongly recommend using a trackable shipping service.
Local DFW Exchanges: Local Dallas-Fort Worth exchange drop-offs and pickups are coordinated directly via concierge after approval at kay@xohairvault.com.
DAMAGED OR DEFECTIVE ITEMS
Please inspect your order immediately upon delivery. If you receive an item that is defective, damaged, or incorrect, you must contact us within 24 hours of delivery at kay@xohairvault.com with clear photo/video evidence so we can evaluate and resolve the issue.