COCO KENDYLL — Refund & Return Policy

Last Updated: October 2025

At Coco Kendyll Beauty Brand, we maintain strict quality control and integrity standards for every handcrafted product. To protect our customers and our business from fraudulent activity and product tampering, the following refund and return policy applies.

By placing an order, you acknowledge and agree to these terms.

1 · Custom Wigs & Made-to-Order Units

All custom wigs, toppers, and made-to-order units are non-refundable and non-exchangeable under all circumstances.
Each unit is crafted by hand according to your specific selections for length, color, density, cap construction, and lace type, making it one-of-a-kind and unsuitable for resale.

• Once payment is received, production and material sourcing begin immediately.

• No cancellations, modifications, or refunds can be accepted once production has started.

• Customization includes any request for bleaching, coloring, cutting, or adjustments to size or texture.

Verification & Security:

• The billing and shipping address must match for all custom orders.

• A valid photo ID matching the billing address is required prior to production.

• Signature confirmation is required upon order confirmation and delivery.

• Orders with mismatched or unverifiable information will be canceled and refunded minus a 10% verification fee.

💡 At checkout, customers must acknowledge that all custom wigs are final sale and subject to ID and signature verification.

Custom and high-value orders require signature confirmation. Please review our full Signature Policy in our Terms of Service.

2 · Ready-to-Wear Wigs

Ready-to-wear wigs are thoroughly inspected and photographed prior to shipment.
Refunds or exchanges will only be honored in cases of verified manufacturing defects.

Refunds will not be issued if:

• The lace has been cut, tinted, or bleached.

• The wig has been worn, styled, washed, or colored.

• The knots, hairline, or cap construction have been altered.

• The security band, tags, or packaging have been removed.

Once a wig has been tampered with, it is considered used and therefore non-returnable.

3 · Hair Extensions (Bundles, Tape-ins, Clip-ins)

All extensions are final sale for hygiene and quality control reasons.

Extensions are non-refundable if:

• The elastic band or seal that binds the bundle has been cut, removed, or altered.

• The hair has been installed, washed, colored, bleached, toned, or chemically treated in any way.

If you believe you received an incorrect item, contact us within 48 hours of delivery before opening or cutting the binding band.
Please include clear photos of the unaltered product in its original packaging and factory seal.

4 · Hair Care & Accessories

Hair care products, styling tools, adhesives, and accessories are non-returnable once opened or used due to hygiene standards.

5 · Defective or Incorrect Items

If your order arrives defective or incorrect:

1. Email customersupport@cocokendyll.com within 48 hours of delivery.

2. Include your order number, description of the issue, and clear photo or video proof.

3. Our Quality Control Team will review your case within 2–3 business days.

If approved, you will receive return instructions. Returned items must be unworn, unaltered, and in original packaging. All items are compared against pre-shipment documentation for verification.

6 · Lost, Stolen, or Refused Deliveries

Once an order is marked “Delivered” by the carrier, Coco Kendyll is not responsible for lost, stolen, or misdelivered packages.

• Orders valued at $150 or more require signature confirmation.

• Refused or undeliverable packages do not qualify for refunds and may incur additional shipping fees.

7 · Chargebacks, Payment Disputes & Fraud Prevention

Coco Kendyll maintains a zero-tolerance policy for fraudulent chargebacks or disputes.

• Each order is documented with pre-shipment photos and delivery confirmation.

• Billing and shipping addresses must match.

• Orders requiring ID verification must include a valid photo ID with the same name and address as the payment method.

• Any chargeback filed after confirmed delivery will be treated as fraud and reported to the appropriate entities.

We encourage customers to contact us directly before filing a dispute so we can resolve any issue promptly.

8 · Order Cancellations

Orders may be canceled within 24 hours of purchase and before processing or production begins.
After this timeframe, all sales are considered final.

9 · Refund Timeline (if applicable)

Approved refunds are processed within 5–10 business days after inspection.
Refunds will be issued only to the original payment method.
Klarna customers: refunds or cancellations will be reflected in your Klarna account automatically.
Shipping and verification fees are non-refundable.

10 · User-Generated Content & Proof Consent

If you submit photos, videos, or written descriptions for product review, claim verification, or support, you grant Coco Kendyll Beauty Brand a non-exclusive, royalty-free license to use that content internally for quality control and training purposes only.

11 · Non-Returnable Items Summary

• Custom wigs or made-to-order units (final sale)

• Ready-to-wear wigs that have been worn, colored, or had lace altered or the security band, tags, or packaging have been removed.

• Extensions with cut or removed binding bands

• Extensions that have been colored, bleached, or chemically processed

• Clearance and promotional items

• Gift cards or digital downloads

• Opened or used hair care and styling products

12 · Customer Acknowledgment

Before completing checkout, customers must digitally sign or check the acknowledgment box confirming that:

• They have read and agree to the Coco Kendyll Refund & Return Policy.

• They understand that custom orders are final sale and require photo ID and matching billing/shipping addresses.

• They acknowledge that any dispute filed after verified delivery will be treated as fraudulent activity.

Contact Information

Trade Name: Coco Kendyll Beauty Brand
Email: customersupport@cocokendyll.com
Address: Coco Kendyll Beauty Brand, Baltimore, MD 21218, United States

🕐 Customer Support Hours: Monday–Friday, 10:00 AM – 5:00 PM EST
(Closed on U.S. national holidays)
📩 Emails are typically answered within 24–48 business hours.