Refund policy

RETURN AND REFUND POLICY

Return Period You have 30 calendar days from the receipt of your order to request a return or refund.

Right of withdrawal (European Union) If you are a consumer residing in the European Union, you benefit, in accordance with Directive 2011/83/EU and Articles L221-18 et seq. of the French Consumer Code, from a right of withdrawal of 14 calendar days from receipt of your order, which you may exercise without giving any reason and without penalty.

  • To exercise it, send us, before this period expires, an unambiguous statement of your decision to withdraw to hello@whoislys.com, quoting your order number.
  • Then return the item without undue delay and no later than 14 days after informing us of your decision to withdraw. The direct cost of returning the item is borne by you, as stated in the “Return Shipping Costs” section.
  • We will refund all payments received from you, including standard delivery costs, no later than 14 days after we receive the returned item or, if earlier, after you provide proof of having shipped it back. The refund is issued to the original payment method.

Statutory exception — items unsealed for hygiene reasons In accordance with Article L221-28, 5° of the French Consumer Code (implementing Article 16(e) of Directive 2011/83/EU), the right of withdrawal cannot be exercised for sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery. Wigs and hair extensions whose hygiene packaging has been opened, or which have been worn, therefore cannot be taken back under the right of withdrawal.

Withdrawal and our 30-day return policy Our 30-day commercial return policy, described on this page, is more favourable than the statutory period: it applies in addition to your legal right of withdrawal and neither replaces nor restricts it.

Return Conditions To be accepted, the returned product must:

  • Be in its original condition (unworn, unwashed, unaltered)
  • Have its lace intact (uncut, undyed, uncustomized)
  • Be returned in its original packaging with all its tags and accessories

Any item damaged, incomplete, or showing signs of use will be refused.

Return Shipping Costs Return shipping costs are the responsibility of the customer. LYS does not provide a prepaid label. We recommend shipping with a tracking number — LYS cannot be held responsible for a lost returned package.

Restocking Fee No restocking fee is applied.

Return Procedure

  1. Send your request to hello@whoislys.com with your order number and the reason for the return
  2. Our team will provide you with the return address within 24 to 48 hours
  3. Ship the item with a tracking number
  4. Send us the tracking number by email

Refund Once the package is received and inspected, you will receive a confirmation email. If the return is approved, the refund will be processed to your original payment method within 5 to 10 business days.

Damaged Item or Order Error If you receive a defective item or an item that does not match your order, contact us immediately at hello@whoislys.com with photos of the product. We will resolve the issue as a priority.