Refund policy

Latour Hair Beauty Plus LLC — Return & Refund Policy

Effective date: August 18, 2026
Business location: Bowling Green, Kentucky
Contact: info@latourhairbeautyplus.com
Mailing address only: 1680 Campbell Lane, Suite 109, Bowling Green, KY 42104

We want every customer to receive the correct order in acceptable condition. Because wigs, hair extensions, hairpieces, closures, frontals, lashes, cosmetics, and similar products are personal-use and hygiene-sensitive items, return eligibility depends on the product type and its condition. Please read this policy before purchasing or opening a product.

This policy forms part of the Latour Hair Beauty Plus LLC Terms of Service. Nothing in this policy limits a right or remedy that cannot legally be waived.

1. Return Request Window

For an otherwise eligible return, email info@latourhairbeautyplus.com within 7 calendar days after the carrier records delivery. Include:

  • your full name and order number;

  • the item you want to return and the reason;

  • clear photos of the item, packaging, tags, seals, and shipping label; and

  • for damage, shortage, or an incorrect item, clear photos of the shipping box and all packing materials.

Do not send a product back until Latour provides written return authorization and return instructions. After authorization, the return package must be accepted by the carrier within 7 calendar days. Authorization does not guarantee a refund; all returns are inspected.

2. Eligible Returns

Except for items listed as nonreturnable below, a product may be eligible only when it is:

  • unused, unworn, uninstalled, unwashed, uncut, uncolored, and unaltered;

  • free of odors, smoke, makeup, hair products, adhesive, chemicals, stains, pet hair, and damage;

  • in its original packaging with every tag, tie, band, seal, lace, label, gift, and accessory intact; and

  • accompanied by valid proof of purchase from Latour Hair Beauty Plus LLC.

Hair products must not be combed through, brushed, separated, unraveled, tried on against the head or skin, or removed from any protective or hygiene packaging. We may refuse a return that does not pass inspection.

3. Nonreturnable and Final-Sale Items

The following are final sale and cannot be returned or exchanged unless Latour sent the wrong item, the item arrived damaged, or applicable law requires a remedy:

  • wigs, hair extensions, bundles, closures, frontals, ponytails, hairpieces, and other hair products once opened or removed from protective or hygiene packaging;

  • any product that was worn, tried on, installed, washed, brushed, combed, cut, plucked, colored, bleached, chemically treated, heated, styled, glued, sprayed, or otherwise altered;

  • products with cut lace, altered bands, broken ties or seals, removed tags, or disturbed bundle wrapping;

  • custom, personalized, made-to-order, preorder, clearance, closeout, or specifically marked final-sale items;

  • lashes, cosmetics, adhesives, edge-control products, hair-care products, fragrances, and other personal-care products once opened or unsealed;

  • gift cards, digital products, and downloadable items; and

  • free gifts and promotional items, except when the entire qualifying order is returned as required.

Color differences caused by screens or lighting and reasonable variations in texture, curl pattern, density, strand characteristics, lace color, measurements, or production batches are not defects.

4. Wrong, Damaged, Defective, or Incomplete Orders

Inspect your order before opening, trying on, installing, washing, coloring, cutting, or otherwise altering any item. Report an incorrect, visibly damaged, apparently defective, incomplete, or tampered-with order to info@latourhairbeautyplus.com within 48 hours after delivery.

Keep the item, shipping box, packaging, labels, and all packing materials. Latour may require photos, video, a written statement, or return of the item for inspection. Do not alter the product while the claim is being reviewed. Alteration may prevent us from determining whether the issue existed at delivery and may make the item ineligible for a remedy.

If Latour verifies that it sent the wrong item or that the item arrived damaged, defective, or incomplete, Latour will provide an appropriate remedy—which may be replacement, exchange, repair, store credit, or refund—consistent with applicable law. Latour will cover authorized return shipping for a verified Latour error or verified delivery-condition defect.

5. Change-of-Mind Returns and Exchanges

If an unopened, non-final-sale item qualifies for a change-of-mind return, the customer is responsible for insured, trackable return shipping. Original shipping, handling, route-protection, and expedited-shipping charges are not refundable unless required by law or the return results from a verified Latour error.

Approved change-of-mind returns are subject to a 10% restocking fee, deducted from the merchandise refund, to cover inspection, handling, and repackaging. The fee does not apply to a verified Latour error or verified defective item.

Exchanges depend on inventory. The fastest option may be to return an eligible item and place a new order. Price differences and new shipping charges may apply.

6. Return Shipping

Use only the return address and instructions provided in Latour's written authorization. The Campbell Lane address is a mailing address only. It is not a storefront, customer-service location, pickup point, or return address. Do not visit or send returns to that address. Packages sent without authorization, sent to the wrong address, delivered postage due, or returned after the deadline may be refused.

For customer-paid returns, use a trackable and insured service. The customer bears the risk of loss or damage until the authorized return is delivered to Latour. Latour is not responsible for a return package lost, damaged, or misdirected in transit.

7. Shipping Protection, Lost Packages, and Carrier Claims

When ShipTection shipping protection was purchased, claims may be submitted through claims@shiptection.com or the Claims Bot at shiptection.com. ShipTection may request:

  • for damage: a written statement, photos of the item, box and packaging, and the invoice;

  • for loss: a written statement, carrier tracking number, and invoice; or

  • for theft: a written statement and invoice.

Lost or stolen package claims generally require waiting at least 14 days for domestic shipments or 30 days for international shipments, subject to ShipTection's then-current rules. Claim approval and payment are controlled by ShipTection, not Latour.

If shipping protection was not purchased, contact the carrier and Latour promptly so available options can be reviewed. A carrier scan marked “delivered” does not automatically prove who physically received a package, and a customer remains responsible for providing a complete and secure delivery address. Latour will comply with all non-waivable duties and applicable laws regardless of insurance or carrier reimbursement.

8. Refund Method and Timing

After an authorized return is delivered and inspected, Latour will email the approval or denial decision. Approved refunds are issued to the original payment method unless applicable law requires another method. Latour generally initiates an approved refund within 7 business days after inspection. Banks and payment providers may take additional time to post the credit.

Refunds are issued only when an order qualifies under this policy or applicable law. A legally required refund is not conditioned on Latour first receiving reimbursement from a carrier, insurer, or shipping-protection provider. For an optional shipping-protection claim, however, the provider's investigation and payment process may determine the available insurance remedy.

Latour will not issue duplicate refunds, credits, replacements, or insurance recoveries for the same loss. If a refund appears missing after Latour confirms issuance, contact your bank or card issuer using the refund reference provided.

9. Cancellations and Refused Deliveries

Send cancellation or address-change requests immediately. We cannot guarantee a change or cancellation after processing, customization, preorder procurement, or fulfillment begins. Once an order ships, it is governed by this policy.

Refusing delivery does not automatically create an approved return. Where permitted by law, any refund for an unclaimed or refused package may be reduced by nonrefundable shipping, return-to-sender, duty, carrier, and restocking costs.

10. Chargebacks and Payment Disputes

Please contact info@latourhairbeautyplus.com before filing a chargeback so Latour has a fair opportunity to investigate and resolve the concern. This request does not restrict any right to dispute a charge with a bank or payment provider.

Once a chargeback or payment dispute is filed, Latour will generally pause its separate refund, replacement, store-credit, and claim-resolution process for the disputed amount to prevent duplicate recovery and conflicting decisions. The customer's bank or payment provider controls the dispute timetable and decision. Latour may submit order records, policy acceptance, communications, fraud-screening information, shipment and delivery evidence, photographs, and other relevant documentation in response.

After the bank or provider closes the dispute, Latour may resume direct review if appropriate and legally permitted. A customer may not knowingly seek or retain more than one refund, credit, replacement, insurance payment, or chargeback recovery for the same loss. Fraudulent chargebacks or knowingly false statements may result in account restrictions and referral to the appropriate payment provider or authorities.

11. Purchases From Other Sellers

This policy applies only to products purchased directly from Latour Hair Beauty Plus LLC. Products purchased from a marketplace, reseller, stylist, wholesaler, or other third party are governed by that seller's return policy and must be returned to that seller.

Please do not mail a return until you receive written authorization and the correct return instructions