Returns & Refunds

Braiding fiber is a hygiene-sensitive product that is handled directly against hair and scalp, so we cannot resell a package once it has been opened. The rules below are written to be as generous as that constraint allows, and are disclosed to you before you pay, as California law requires of sellers whose policy is not a full cash refund within seven days (Cal. Civ. Code § 1723).

1. What can be returned or exchanged

• Unopened packages only, in original condition with the seal sticker intact.
• Within 14 days of the delivery date shown by the carrier.
• One color exchange per order. If you chose a shade that turned out wrong for the client, swap the unopened packs for a different shade.

2. What cannot be returned

• Packages that have been opened, or whose seal is broken or missing.
• Fiber that has been braided, cut, dyed, heat-treated, or otherwise used.
• Packs sent back without contacting us first.
• Items requested more than 14 days after delivery.

This section does not apply to items that arrive damaged, defective, or not as ordered. Your rights in that situation are in section 4, and they are not limited by anything here.

3. Who pays return shipping

• If you changed your mind about the shade — shipping is your responsibility in both directions: you pay to send the packs back, and you pay the shipping on the replacement we send out. We are a small braider-run business selling fiber at close to cost, so we cannot absorb two parcels on a change of mind. The packs themselves are swapped at no extra charge.
• If we made the mistake — wrong shade sent, wrong quantity, or a damaged or defective pack — we cover the whole exchange, both directions, and email you a prepaid return label. To confirm the claim we ask for an unbroken unboxing video that starts before the parcel is opened and shows the sealed packaging, the shipping label, and the contents as they come out, plus photos of the item, the seal, the packaging, and the label. If more is needed to establish what went wrong, we will tell you exactly what to send. We may ask you to keep the packaging until the claim is closed.

4. Damaged, defective, or wrong items — and your warranty rights

Check your parcel when it arrives, and film the unboxing — it is the single thing that settles a claim fastest. If something is damaged, defective, or not what you ordered, email us within 7 days of delivery with your order number, an unbroken unboxing video, and photos of the item, the seal, the packaging, and the shipping label. We will replace it or refund it in full, whichever you prefer, including any shipping you paid.

Separately from this policy, consumer goods sold in California carry an implied warranty of merchantability under the Song-Beverly Consumer Warranty Act (Cal. Civ. Code §§ 1790 et seq.), which lasts at least 60 days and no more than one year from delivery. Nothing in this policy waives that warranty or the rights your own state’s consumer law gives you. If fiber turns out not to be fit for ordinary use, contact us even after the 7-day window and we will put it right.

5. How to start a return or exchange

• Email dreadscult.hair@gmail.com or message us on WhatsApp with your order number and what you would like to do.
• Wait for our reply before shipping anything back — we will confirm the return address. Parcels sent without confirmation may not be processed.
• If the claim is that we made a mistake, attach the unboxing video and photos in that first email — it lets us approve the exchange immediately instead of going back and forth.
• Pack the packs so they arrive in resalable condition, and keep your tracking number.

6. Refunds and how long they take

Once we receive and inspect the return, we email you the result within 2 business days. Approved refunds are issued to the original payment method:

• Card, Apple Pay, Google Pay, and PayPal — we submit the refund to Stripe within 2 business days of approving it, and no later than one billing cycle after your right to a refund arises. Your bank or card issuer then needs a further 5–10 business days to show it on your statement; that part is out of our hands.
• Cancelled or undeliverable orders — where the refund is owed because we could not ship, the Federal Trade Commission’s Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. § 435.2) requires a prompt refund, and we issue it within 7 working days of the cancellation, or within one billing cycle where the charge was made to a credit account.

Original shipping charges, where they were charged, are not refunded on a change-of-mind return — but they are refunded in full whenever the fault was ours or the order could not be shipped.

7. Cancelling an order

Orders can be cancelled for a full refund at any time before they ship — usually a window of 1–3 business days. Write to us as soon as possible and we will stop the parcel if it is still with us.

If we cannot ship on time, you can always cancel. We ship within the time stated on the Site, or within 30 days if no time is stated. If we cannot meet that deadline we will contact you before it passes and offer you the choice of agreeing to the new date or cancelling for a prompt, full refund. You do not have to ask for that choice.

8. Problems with a payment

If you do not recognise a charge or believe something went wrong, please contact us before filing a chargeback with your bank. We answer quickly and can almost always resolve it directly and faster than a dispute would.