Return & Exchange Policy

We Accept Returns and Exchange

1. How do I make a return?

First e-mail us at support@cathywu.com. and let us know your order number. Then we will provide you with instructions and a return address to ship your set back. All returned items will be inspected to see if you have the qualify for a refund. Please ensure that the original appearance is not damaged, no stained and no used. If the goods are damaged due to your improper operation, we refuse to return the goods.

Note: we highly recommend to ship your set via a trackable shipping option, as that can greatly expedite the process.

2. What is the return period?

We provide a refund & exchange period within 30-calendar-day of the date that you receive your package.

3. Do I have to pay for the return shipping?

A. Personal Reason: Dislike/Unsuitable for Return

Yes, you are responsible for all return shipping costs. We recommend that you send your return with a tracking option, because we will not be responsible for lost returns.

B. Quality Problem: Wrong/Damaged Products for Return

No, you don't need to bear the return shipping costs. Please send us an email with your order number details, also the problem pictures. We will look into the case once we receive your email, then offer you some solutions.

4. How to Exchange?

First e-mail us at support@cathywu.com. and let us know your order number. Explain why you want to exchange and exchange what. Our customer service will look into the case once we receive your email, then offer you some solutions.

5. Do I have to pay for the exchange shipping?

A. If you want to exchange an item without any quality problem for exchange, please send an email to us at support@cathywu.com. with your order number details. We will offer you the return address. But you are supposed to pay the shipping fee and the price difference.

B. If the item you received has any quality problem, such as wrong or damaged products, you don't need to pay for the shipping of exchange. Just send us an email with your order number details, it will be more persuasive if you attach a picture of the packing box containing the shipping information and a picture of the item you received in the email. We will look into the case once we receive your email, then offer you some solutions.

6. When will I receive my exchange?

We will arrange the new order delivery after we have received, and confirmed that the returned hair products can be also used. All customers must contact us after sending the package back and provide us with the tracking information, in order for us to place the order for your exchange. It takes 1-2 business days to process all orders. Please use the safe logistics company such as USPS/Postal Office international delivery company, and do as we suggest. Usually orders take 7-15 business days to be delivered with standard shipping.

 

Contact Us
Email: support@cathywu.com
Work Phone: +852 4607 0941
Working Hours: 9:30 am-5:30 pm GMT+8
Company Address: OFFICE 5, 8/F MEGA CUBE, 8 WANG KWONG ROAD, KOWLOON BAY, HONGKONG

We will reply you within 24 hours after receiving your email. If you have any questions, please email us. This is the most effective way to solve the problem. Note that it may be in the spam mailbox.