Refund policy
Return and Refund Policy – Sirene Hair
Return Policy
You have the right to withdraw from your purchase within 14 days of receiving your order, in accordance with EU consumer law. If 14 days have passed since your delivery date, unfortunately we can no longer offer a return.
To be eligible for a return:
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Products must be unused, unwashed, unaltered, and in their original packaging.
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For hygiene reasons, hair products that have been opened or handled cannot be returned.
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Custom-sized wigs (any size other than medium) and custom-made items are excluded from the right of withdrawal and are non-returnable.
⚠️ Please note: Hair that has been removed from packaging, washed, cut, colored, plucked, curled, or otherwise altered cannot be returned.
To initiate a return, please email: serinehair.business@gmail.com within 14 days of receiving your product. We will provide further instructions.
Return Shipping
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Customers are responsible for return shipping costs.
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Original shipping fees are non-refundable.
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Please use a trackable shipping method. Sirene Hair is not responsible for lost returns.
Refunds
Once your return is received and inspected, we will notify you by email. If your return is approved, we will issue a refund via your original payment method, within 14 days of receiving the returned item.
According to EU rules and Mollie standards:
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Refunds must be made to the original payment method, unless otherwise agreed.
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Store credit may be offered only if the customer explicitly chooses it.
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Cash refunds must be honored if eligible and requested by the customer.
Exceptions
The following items are non-refundable:
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Custom-sized wigs (non-medium sizes)
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Custom orders and made-to-measure products
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Products that show signs of use or tampering
Late or Missing Refunds
If you haven’t received your refund:
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Check your bank or credit card account again.
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Contact your card issuer or bank — processing may take several business days.
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If after following these steps you still have not received your refund, please contact us: serinehair.business@gmail.com
Shipping Liability
Once the order has left our facility and been handed to the courier, Sirene Hair is not responsible for delays, loss, or damage caused by the courier.
International customers are responsible for any customs duties or import taxes.
Customer Support & Complaints
If you experience any issues with your order, please contact us directly. We are committed to resolving concerns in a fair and professional manner.
📧 serinehair.business@gmail.com
Feedback & Communication
We value honest reviews and open communication. If you are not satisfied, please give us the opportunity to resolve the issue before posting public feedback.
Note: While we welcome constructive criticism, threatening fines for negative feedback is not permitted under EU consumer law and has been removed for compliance.