Refund policy

1. IMPORTANT HYGIENE RULE
Hair extensions, wigs, and lace products are hygiene items.

Returns are accepted only when the item is unused, unwashed, uninstalled, uncut, uncoloured, and free from odours or product buildup.

If a hygiene seal is broken, or the item has been worn, installed, styled, altered, washed, cut, or coloured, the item is not eligible for return.

2. EU, EEA, AND UK CHANGE OF MIND RETURNS (UNUSED ITEMS ONLY)
Change of mind returns
If you are in the EU or UK, you can return an unused item within 14 days of delivery.

Return conditions
The hair must be unused, unwashed, uninstalled, uncut, and in its original condition. If the hygiene seal is broken, we cannot accept a return.

Refunds
We refund the product price once we receive and inspect the return. Shipping costs are not refunded

3. OUTSIDE EU, EEA, AND UK
We offer the same 14 day change of mind return for unused items, under the same hygiene rule in section 1.
Local consumer rules still apply where they give you stronger rights.

4. WRONG ITEM, MISSING ITEMS, TRANSIT DAMAGE, OR MANUFACTURING FAULTS
Every order goes through a final quality check before it leaves our hands. If something still is not right on arrival, notify us within 72 hours and we will offer a replacement, refund, or partial refund after verification.

What you must provide

  • Order number
  • Clear photos and a short video in good lighting
  • Photos of the outer packaging and shipping label
    Do not install, cut, dye, wash, or style the hair while your claim is under review.

Your resolution options (after verification)

  • Replacement at no extra cost, including shipping
  • Refund to the original payment method
  • Partial refund to the original payment method, to reflect the issue

We complete verified resolutions within 30 days from the day we receive the required evidence, and where relevant, the returned item. 

5. RETURN SHIPPING AND FEES
Change of mind returns
You cover return shipping. Use a tracked service. You are responsible for the parcel until it reaches us.
Wrong item, verified fault, or verified damage: we cover the return shipping or send a replacement without requiring a return, depending on the case.

6. REFUND TIMING
After the return arrives, we inspect it.
If it meets the hygiene rule in section 1, we issue your refund within 10 business days.

7. NON RETURNABLE ITEMS

  • Any item that fails the hygiene rule in section 1
  • Custom or personalised orders, including custom wig size, custom colour, custom cut, or any made to order specification, except where a verified fault exists
  • HOW TO START A RETURN OR CLAIM
    Email: Support@nunala.dk
    Include:
  • Order number
  • Your full name
  • The item name and length
  • Reason for return or claim
  • Photos and video evidence