At 1aPrime, customer satisfaction is our top priority. Please review the following policy carefully to understand how returns, refunds, and exchanges are handled.
A. Package in Transit
Customs clearance is the buyer’s responsibility. If your package is held by customs, please contact your local customs office promptly to complete the clearance process.
If you require supporting documents (such as an invoice), feel free to contact us and we will assist you.
If your tracking status has not updated for an extended period, we recommend contacting your local carrier (DHL / UPS / FedEx / TNT / USPS) for verification.
At the same time, we will follow up with our shipping agent to investigate the issue. Please stay in contact with us until the package is successfully delivered.
B. Unsuccessful Delivery
If delivery fails due to an incorrect or incomplete address provided by the buyer, we are not responsible for the resulting loss.
If you did not receive your package, please contact your local carrier to request a lost package investigation number and send it to us.
Once the carrier confirms that the package was lost or delivered to the wrong address, we will resend a replacement or issue a full refund.
We offer a 30-day return, refund, or exchange policy starting from the date the package is delivered.
To initiate a return, please email service@1aprime.com within 30 days of delivery.
Returns sent without prior authorization will not be accepted.
Return Requirements
The product must be unused, unwashed, undamaged, and in original factory condition
The lace must NOT be cut
All tags, ties, and original packaging must be intact
Please provide clear photos or videos when contacting us
After approval, we will provide you with the return address.
Once shipped, please send us a photo of the package and the return tracking number.
Return & Exchange Scenarios
The hair must remain in original condition
Return shipping cost is the customer’s responsibility
Please contact us immediately
After confirmation, we will arrange an exchange
Return shipping cost will be covered by us
Contact us immediately with photos or videos
After verification, we will offer a replacement or refund
Return shipping cost will be covered by us
Conditions
We are not responsible for damage caused by:
Improper care
Hair shedding due to misuse
Lace damage after installation
Used, washed, installed, colored, bleached, or altered items are not eligible for return or refund.
No return handling fee is charged
Once we receive and inspect the returned item, eligible refunds will be issued to the original payment method within 2 business days
Please allow 2–5 business days for the refund to appear in your account
4775 Westpark Dr SW,
Suite A Atlanta, GA 30336
United States
Items must be returned in original condition; we do not sell refurbished products
“Original condition” means:
Hair has not been washed, conditioned, installed, worn, dyed, curled, or bleached
Ties are not cut and hang tags are attached
Always contact us before returning any item
Promotional or clearance items are non-refundable
Return shipping costs are paid by the customer unless the return is due to our error
For items valued over $75 / £60, we recommend using a trackable shipping service or insurance
Returned items are the customer’s responsibility until received by us
If the return is caused by our error (damaged or incorrect item), we will cover the return shipping cost.
Orders may be canceled or changed within 24 hours before shipment
Once shipped, orders cannot be canceled
Custom orders (such as special cap size or color) cannot be canceled or changed once production has begun
Orders are typically processed and shipped within 2 business days.
Contact
Us
Email: service@1aprime.com