Refund & Returns Policy – Brightangel Hairempire

Effective Date: 27 August 2026

At BrightAngel Hair Empire, we want our customers to receive their orders in good condition and as described on our website.

Because our products include human hair, wigs, closures, frontals, bundles, and other personal-use hair products, we maintain specific return and refund conditions to protect the hygiene, quality, and integrity of our products.

This Return and Refund Policy applies to purchases made through our website and forms part of our Terms and Conditions.

By placing an order with BrightAngel, you agree to the terms of this policy.

1. Order Confirmation Before Payment

Customers are responsible for carefully reviewing their order before completing payment.

Please confirm:

Product type
Hair length
Hair texture
Hair colour
Density, where applicable
Closure or frontal size
Wig type
Quantity
Shipping information
Delivery address
Any available product specifications

If you are unsure about a product, please contact our customer service team before making payment.

Once an order has been processed, changes may not be possible.

2. Returns Are Only Accepted Under Specific Conditions

We accept returns only where the returned product meets the requirements of this policy.

A product may qualify for a return where:

The wrong product was sent by BrightAngel.
The product received is materially different from the product ordered.
The product arrives damaged due to an issue attributable to BrightAngel or the delivery process, subject to verification.
There is a confirmed manufacturing or product defect that was present before the customer used or altered the product.

All returns are subject to inspection and verification by BrightAngel.

Approval of a return is not automatic simply because a customer requests one.

3. Inspection Immediately After Delivery

Customers are expected to inspect their order promptly after receiving it.

If you believe that:

You received the wrong item;
An item is missing;
The product arrived damaged; or
There is another obvious issue with your order,

you must contact BrightAngel within 24 hours of delivery.

Customers should provide clear photographs and/or videos showing the issue, including the product, packaging, labels, and any other relevant evidence requested by our customer service team.

Failure to notify us within the stated period may affect your eligibility for a return, replacement, or refund.

4. Condition Required for Returns

For a return to be considered, the product must generally be:

Unused
Unworn
Uninstalled
Unwashed
Uncoloured
Unbleached
Uncut
Untangled
Free from styling products
Free from perfume, oils, makeup, smoke, or other odours
In its original condition
In its original packaging, where applicable
Accompanied by the relevant order information

The product must be returned in a condition that allows BrightAngel to resell it as new.

We reserve the right to reject a return if the product shows signs of use, alteration, damage, contamination, or handling inconsistent with a new product.

5. Products That Cannot Be Returned

For hygiene, quality-control, and product-integrity reasons, we generally do not accept returns of products that have been:

Worn
Installed
Cut
Washed
Coloured
Bleached
Chemically treated
Dyed
Straightened
Curled
Restyled
Altered in any way
Used with adhesives, glue, gels, oils, sprays, or other hair products
Removed from packaging where doing so compromises the product’s resale condition

This includes wigs, bundles, closures, frontals, extensions, and other hair products.

A customer should therefore inspect the product carefully before installing, wearing, washing, cutting, colouring, or otherwise altering it.

6. Change of Mind

Because of the nature of our products, change-of-mind returns are generally not accepted once an order has been processed or dispatched.

This includes situations where a customer:

Changes their mind about the colour
Changes their mind about the length
Changes their mind about the texture
Decides they prefer another style
Finds that the product is not the style they personally prefer after purchase
Ordered the wrong specification themselves
Simply no longer wants the product

Customers are encouraged to contact us before placing an order if they need assistance selecting a product.

Where BrightAngel voluntarily agrees to consider a change-of-mind return in exceptional circumstances, the product must be unused, unopened where applicable, and in perfect resalable condition. Any applicable return delivery costs may be the customer’s responsibility.

7. Incorrect Product Sent by BrightAngel

If BrightAngel sends you a product that is different from the product you ordered, please contact us within 24 hours of delivery.

We may request photographs and/or videos to verify the issue.

If the error is confirmed to be ours, we may, at our discretion and subject to availability:

Replace the incorrect product with the correct product; or
Provide another appropriate remedy, including a refund where applicable.

The incorrect product must be returned in accordance with our instructions and in an eligible condition.

8. Damaged Products

If your order arrives damaged, please contact us within 24 hours of delivery.

Please provide:

Clear photographs of the product
Clear photographs of the packaging
A video showing the condition of the package and product where requested
Your order number
A description of the issue

We may need to investigate the issue with the relevant delivery company before determining the appropriate resolution.

Damage caused after delivery through improper handling, installation, washing, storage, styling, alteration, or use by the customer will not qualify as delivery damage.

9. Product Quality Complaints

Human hair is a natural product and may have characteristics and variations that are normal for the product type.

Minor differences in:

Texture
Curl pattern
Colour
Density
Length
Shedding
Appearance

do not automatically constitute a defect.

Hair may also require appropriate maintenance and care.

A customer should follow any care instructions provided by BrightAngel.

A product-quality complaint will be assessed based on the condition of the product, the product specifications, the customer’s evidence, and the circumstances of the complaint.

10. Shedding and Tangling

Some degree of shedding or tangling can occur with human hair products depending on the texture, construction, handling, styling, environmental conditions, and maintenance.

Shedding or tangling alone does not automatically qualify a product for return or refund.

Where a customer believes the level of shedding or tangling indicates a genuine product defect, the customer should contact BrightAngel promptly and provide photographs or videos for assessment.

Products that have been altered, installed, chemically treated, coloured, washed, or otherwise used may not qualify for a return.

11. Customised and Special Orders

Customised products, specially prepared orders, personalised wigs, altered products, or products made or modified according to a customer’s specific request may not be eligible for cancellation, return, exchange, or refund once production or preparation has commenced.

Customers are responsible for confirming their specifications before approving a customised order.

Where a customised product has been incorrectly produced by BrightAngel, we will assess the issue and provide an appropriate remedy where applicable.

12. Sale, Discounted and Promotional Items

Products purchased during promotions, flash sales, payday sales, clearance sales, special campaigns, or using promotional pricing may be subject to additional conditions stated during the promotion.

Unless otherwise stated, discounted or promotional products remain subject to this Return and Refund Policy.

A discount or promotional price does not automatically create a right to return a product because of a change of mind.

13. Refunds

Where BrightAngel approves a refund, the refund will generally be made using the original payment method where reasonably possible.

The timing of a refund may depend on:

Completion of our return inspection
Confirmation that the return conditions have been satisfied
Payment-provider processing times
Banking processing times
Other circumstances outside BrightAngel’s reasonable control

A refund will not be processed simply because a customer has shipped an item back to us. The product must first be received and inspected.

14. Partial Refunds

Where appropriate, BrightAngel may offer a partial refund instead of a full refund.

A partial refund may be considered where:

Only part of an order is affected;
The issue relates to a specific component of an order;
The customer and BrightAngel agree to a partial resolution; or
A partial remedy is appropriate based on the circumstances.

The availability of a partial refund is determined on a case-by-case basis.

15. Return Shipping Costs

Where the return is required because BrightAngel sent the wrong product or another issue is confirmed to be attributable to BrightAngel, we will determine the appropriate arrangement for return shipping.

Where a return is approved for another reason, including an exceptional change-of-mind return, the customer may be responsible for the applicable return delivery costs.

Original delivery charges may also be non-refundable unless otherwise required by applicable law.

16. Failed Deliveries and Unclaimed Orders

If an order cannot be delivered because the customer:

Provided an incorrect address;
Provided an incorrect telephone number;
Was unavailable to receive the order;
Refused delivery;
Failed to respond to delivery attempts; or
Otherwise caused the delivery to fail,

additional delivery charges may apply if the order needs to be resent.

If an order is returned to BrightAngel after unsuccessful delivery attempts, the customer should contact us promptly.

Any refund, if applicable, may be subject to deduction of delivery, return, handling, or other reasonable costs incurred by BrightAngel, subject to applicable law.

17. Refunds for Unavailable Products

If BrightAngel accepts payment for a product that subsequently becomes unavailable and we are unable to provide a suitable alternative, we will notify the customer and process an applicable refund.

18. Fraudulent or Suspicious Transactions

BrightAngel reserves the right to delay, suspend, or cancel an order where a transaction appears fraudulent, unauthorised, suspicious, or inconsistent with our security procedures.

Where an order is cancelled for security or payment-related reasons after payment has been received, any applicable refund will be handled after the relevant transaction has been verified.

19. How to Request a Return or Refund

To request a return or refund, contact us using:

Email: brightangelhairempire@gmail.com

Phone: +234 703 361 6966

Please provide:

Full name
Order number
Telephone number
Product purchased
Date the order was received
Description of the issue
Clear photographs and/or videos where applicable

Do not send a product back without first contacting BrightAngel and receiving return instructions.

Unauthorised returns may be delayed or rejected.

20. Return Inspection

All returned products are subject to inspection.

BrightAngel may assess:

Whether the product matches the original order
Whether the product has been used or altered
Whether the alleged defect existed before use
Whether the product remains in resalable condition
Whether the reported issue is consistent with the customer’s description
Whether the return complies with this policy

Our inspection process is intended to ensure that returns are handled fairly and consistently.

21. Customer Responsibilities

Customers are responsible for:

Checking their order promptly after delivery
Providing accurate delivery information
Selecting the correct product specifications
Following product-care instructions
Keeping products in suitable condition before installation or use
Reporting genuine issues promptly
Providing reasonable evidence where requested
Following return instructions provided by BrightAngel

22. Consumer Rights

Nothing in this policy is intended to remove, restrict, or exclude any consumer rights or legal remedies that cannot lawfully be excluded under applicable Nigerian law.

Where applicable law provides a customer with rights that are more favourable than this policy, those legal rights will apply.

23. Changes to This Policy

BrightAngel may update this Return and Refund Policy from time to time to reflect changes in our products, services, business practices, or applicable laws.

When we make changes, we will update the Effective Date at the top of this page.

24. Contact Information

Legal Business Name: Brightangel Global Biz Resources

Trading Name: BrightAngel Hair Empire

Address: 27 Breadfruit Street, Balogun Market, Lagos Island, Lagos, Nigeria