Damaged or Defective Products

While LOF Hair USA maintains an all-sales-final policy, we recognize that in rare cases, products may arrive damaged or defective due to shipping mishandling or manufacturing issues. In such cases, LOF Hair USA will provide a replacement product at no additional cost to the customer, subject to the following conditions:

Eligibility Requirements

  • The damage or defect must be reported to support@lofhairusa.com within 48 hours of package delivery

  • Customer must provide clear photographic evidence of the damaged or defective product, including the outer packaging, inner packaging, and the affected product itself

  • Customer must provide the order number, delivery date, and a written description of the damage or defect

  • Damage must have occurred during shipping or manufacturing — damage resulting from customer misuse, improper storage, or accidents after delivery is not eligible

Resolution Process

Once eligibility is confirmed, LOF Hair USA will ship a replacement of the damaged or defective product at no additional cost to the customer. Replacement products typically ship within 3 to 5 business days of confirmation. Damaged products do not need to be returned to LOF Hair USA.

⚠ IMPORTANT: In damage/defect cases, LOF Hair USA provides REPLACEMENT products only. No cash refunds, store credits, or monetary compensation are issued under any circumstances.

What Is Not Considered Damage or Defect

  • Minor cosmetic imperfections on packaging that do not affect product integrity

  • Products lost after delivery confirmation by the carrier

  • Products damaged by customer during opening or use

  • Products with expiration dates that have not yet passed

  • Reactions to product ingredients (please review before purchase)