Refund Policy

Return & Refund Protocol

At Pouweney (operated by Xuchang Tianlai E-commerce Co., Ltd.), we maintain uncompromising hygiene and quality control standards for every human hair unit we dispatch. We understand that purchasing premium hair online requires trust. To protect the health and safety of all our clients while providing a fair resolution process, our return and refund procedures are explicitly outlined below.

1. 30-Day Return Window You have 30 days from the date your package is delivered to request a return. Return requests initiated after this 30-day window will not be authorized.

2. Strict Condition of the Item (Hygiene & Lace Guidelines) Because our hair wigs and accessories are premium personal hygiene products, we enforce strict eligibility criteria. To qualify for a full refund or exchange, the item must be in its original, brand-new factory condition. Specifically, this means:

  • The lace must be strictly uncut and unaltered. We categorically cannot accept returns if the lace has been trimmed, cut, or altered in any way.

  • The hair must be unwashed, unbrushed, unworn, and free of any styling products.

  • No chemical processing, dying, bleaching, or heat styling can have been applied.

  • The item must be returned in its original packaging, with all tags, nets, and accompanying accessories intact.

Please note: If a returned item arrives at our facility with cut lace, lingering scents, or any signs of wear, the return will be rejected, and the item will be sent back to you at your expense.

3. How to Initiate a Return Please do not send merchandise back to our facility without prior authorization. To start a return:

  1. Email our compliance and support team at support@pouweneyusa.com within the 30-day window. Please include your Order Number (#XXXX) and the reason for the return.

  2. Include clear, well-lit photos of the wig (specifically highlighting the uncut lace and the overall unworn condition of the unit).

  3. Once our team verifies the condition via the photos (typically within 24–48 hours), we will issue a Return Authorization (RA) number and provide specific mailing instructions.

4. Shipping Costs & Fee Allocation We believe in absolute billing transparency. There are NO restocking or handling fees for any returns. However, return shipping costs are allocated based on the nature of the return:

  • Client Preference (Change of Mind): If you are returning the item due to personal preference (e.g., changed your mind, disliked the style/color, or ordered the wrong cap size), you are responsible for paying the return shipping fees.

  • Defective or Incorrect Items: If the return is necessitated by a proven error on our part (e.g., an incorrect length sent or a verified manufacturing defect), Pouweney will cover the return shipping costs or provide a prepaid shipping label.

5. Authorized Return Address All authorized returns must be shipped directly back to our central fulfillment and quality control hub. We highly recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item without a valid tracking number.

  • Recipient: Pouweney Return Department

  • Facility Address: Room 1302, Building 9, Furongtai, Weiwen Road, Xuchang City, Henan Province, China

  • Phone: +86 15759932777

6. Refund Processing Timeline Once your return is received at our Xuchang facility and inspected by our quality control team (usually within 3 business days of arrival), we will send you an email notification regarding the approval or rejection of your refund.

  • If approved, your refund will be processed immediately.

  • A credit will automatically be applied to your original method of payment.

  • Please allow 5 to 7 business days for the funds to clear and post to your account, depending on your financial institution's processing times. (Note: Original shipping fees, if applicable, are non-refundable).

7. Order Cancellations & Modifications Because we aim to process and dispatch orders swiftly, if you need to change or cancel your order, please contact us at support@pouweneyusa.com within 2 hours of placing the order. Once the order has entered the processing queue or has been shipped from our facility, we cannot cancel or modify it. You will need to wait for the package to arrive and follow the standard return protocol.

Corporate Contact for Returns:

  • Email: support@pouweneyusa.com

  • Direct Helpline: +86 15759932777