Welcome to SAMA PRIVÉ (“we,” “our,” or “us”). We specialize in crafting high-quality customized wigs, hair integration systems, biological scalp energy eco-repair powders, and intimate fragrances.

Because many of our products are either custom-made to order or belong to personal hygiene & intimate care categories, we enforce a strict, transparent, and international-standard Return & Refund Policy to protect both product integrity and your shopping experience.

Please read the following policy carefully before placing an order on our website.

1. Overview & General Policy

Due to the nature of our handcrafted, customized, and intimate product lines, all sales are final once an order has been shipped, unless the item arrives damaged, defective, or incorrect due to our error.

  • Hygiene & Safety Protection: To uphold strict health, safety, and sanitary standards, intimate products, hair integration systems, customized wigs, and biological scalp energy eco-repair powders that have been opened, worn, or used cannot be returned or resold.
  • Customer Verification: For all custom orders (e.g., customized wigs, tailored biological scalp energy eco-repair powders), we provide pre-shipment photos/videos for your approval. Once you approve the pre-shipment media and the order is dispatched, cancellation or return requests based on personal preference will not be accepted.

2. Product-Specific Return Guidelines

A. Customized Wigs & Hair Integration Systems

  • Eligible for Return/Exchange:
    • Received size or design does not match your order confirmation.
    • Items with manufacturing defects upon arrival.
  • Ineligible for Return/Exchange:
    • Incorrect size selected by the customer (please refer to our Sizing Guide before ordering).
    • Custom wigs or hair fiber systems that have been cut, styled, dyed, washed, or altered after delivery.
    • Normal wear and tear, or damage caused by improper application/removal.

B. Intimate Fragrances & Personal Care (Biological Scalp Energy Eco-Repair Powders)

  • Eligible for Return/Exchange: Items damaged during transit or sent in error due to our mistake, provided they remain unopened, unused, and in their original, factory-sealed packaging.
  • Ineligible for Return/Exchange: Any intimate fragrance or liquid/powder product with a broken seal, opened box, or missing original security tags due to strict personal hygiene regulations.

3. Damaged, Defective, or Incorrect Items

If your package arrives damaged during transit or contains the wrong product:

  1. Reporting Window: Please contact our customer support team within 7 days of delivery.
  2. Required Proof: Reach out to us via email or official WhatsApp, providing:
    • Your Order Number / Invoice ID.
    • Clear photos/videos showing the damaged or incorrect item, along with the shipping label and outer packaging.
  3. Resolution: Upon verification, we will arrange a free replacement, or issue store credit, a partial refund, or a full refund depending on the specific situation.

4. Order Cancellations & Modifications

  • In-Stock Standard Items: If your order has not yet been shipped, you may request a cancellation within 24 hours of placing it for a full refund.
  • Customized / Made-to-Order Items: Cancellations are accepted only before production begins (within 12 hours of order placement). Once raw materials are cut or customized production has started, a 30% restocking/material fee will apply to any approved cancellation.

5. Refunds & Return Shipping

  • Refund Processing Time: Approved refunds will be processed back to your original payment method (or via Wire Transfer / Store Credit) within 5–10 business days following inspection/approval.
  • Return Shipping Costs:
    • If the return is due to our error (defective, damaged, or wrong item sent), SAMA PRIVÉ will cover the return shipping costs or ship a free replacement.
    • If an authorized return/exchange is granted for non-quality issues, the customer is responsible for international return shipping fees, duties, and taxes. Returned items must be shipped using a trackable shipping service.

6. Contact Us

If you have any questions regarding your order or require assistance with a return/exchange request, please reach out to our dedicated support team:

Official Website: www.samaprive.com

Brand / Company: SAMA PRIVÉ (Hunan Kehe Supply Chain Co., Ltd.)

Customer Support Email: [email protected]