Refund policy
Refund Policy
Due to the nature of our products, we do not offer refunds, returns, or exchanges unless there is a verified error on our end (such as receiving the wrong item or an order error).
If We Made an Error
Refunds will only be considered under the following conditions:
● You contact us within 24 hours of delivery
● You provide clear photo and/or video proof of the issue
● Product is unused, uninstalled, and in its original condition
Approved Refunds/Returns/Exchanges
If approved, the item(s) must be shipped back within 7 days of the delivery date and a valid tracking number must be provided once return has been shipped.
Failure to return item(s) within this timeframe may result in additional charges and/or denial of the refund, return, or exchange, and may lead to a ban from future purchases.
Refunds will not be issued for any other reason
Lost, Delayed, or Stolen Packages
Once an order has been shipped, House of Ki is not responsible for carrier related issues, including lost, stolen, or delayed packages.
● Marked as delivered: Customers must contact the shipping carrier directly to file a claim. A claim number may be required for further assistance
● Lost in Transit: If tracking has not updated for 7 or more business days, please contact
us. A carrier investigation may be required and any additional resolution will only be
considered after investigation and confirmation from carrier
● Carrier Delays: Delays due to weather or shipping carriers are outside of our control
Damaged Packages & Products
If your order arrives damaged, you must contact us within 24 hours of delivery with clear photo/video evidence.
House of Ki is only responsible for issues involving the product itself due to our error, such as incorrect items or manufacturing defects. Damage caused during shipping and handling by the carrier is not the responsibility of House of Ki.
Refused/Unclaimed Packages
When packages that are refused or unclaimed are returned to us, we will notify the customer using the contact information provided at checkout.
Customer must respond within 5 business days of notification to arrange reshipment and additional reshipment fees may apply
Failure to respond within the stated timeframe may result in the order being considered
abandoned, no further action will be taken and order will not be eligible for refund.
Unauthorized Returns
We do not accept unauthorized returns. All return requests must be reviewed and approved by House of Ki prior to being sent back.
Fraud Prevention
To protect both our business and customers, all orders are subject to review.
● Billing and shipping address must match
● Orders flagged as fraudulent may be canceled or held for review
● Additional information may be required prior to processing
Chargesbacks & Disputes
By completing a purchase, you agree to contact us to first resolve any issues.
Customers must allow up to 14 business days for a resolution before initiating a chargeback or dispute. Misuse of chargebacks or disputes is strictly prohibited.
We reserve the right to dispute claims with supporting evidence, restrict or ban accounts associated with fraudulent activity, and recover any fees or costs incurred from improper chargebacks.
Product Disclaimer
Due to natural nature of our raw and virgin hair, slight variations in texture, color, and pattern may occur.
House of Ki is not responsible for issues resulting from:
● Improper installation
● Third party stylist errors
● Chemical processing
● Poor maintenance
User Content & Conduct
By submitting reviews, photos, or other content, you grant House of Ki permission to use such content for marketing and promotional purchases.
All submitted content must not be unlawful, misleading, or defamatory.
Intellectual Property
All content on this website, including but not limited to logos, branding, images, graphics, product names, and designs, is the property of House of Ki and is protected by applicable laws.
You may not copy, reproduce, distribute, or use any content without prior written permission from House of Ki.
Third Party Services
We utilize third party service providers to support our operations, including payment processing, shipping, and analytics. By using our services, you acknowledge that these third parties operate under their own terms and policies, and House of Ki is not responsible for their actions or
practices.
Privacy Policy
We collect personal information to process your orders, provide customer support, and improve our services. Your information is handled securely and is never sold. It is only shared with trusted third party providers (such as payment processors and shipping carriers) as necessary to fulfill your order and operate our business.