Return & Refund Policy

🛍️ Store Policies

We’re so grateful you’ve chosen True Locks to be part of your hair and beauty journey. Below you’ll find important information about our policies, created with care to ensure the safety and satisfaction of every customer.

💳 Refund & Return Policy

Due to the nature of our products as personal care items, and to maintain the highest hygiene standards, we do not accept returns, refunds, or exchanges — even if the product has not been opened.

Regular Orders: We pack and ship in-stock items quickly. If you need to cancel, please contact us at support@mytruelocks.com as soon as possible. We will do our best to cancel your order if it has not already shipped. Once an order has shipped, it cannot be canceled or refunded.

Preorders: Preorders may be canceled within 24 hours of purchase by contacting us at support@mytruelocks.com. After 24 hours, all preorder sales are final, as preorder funds are immediately used to secure your product in the next shipment. Preorder items are estimated to ship within 4–6 weeks (often sooner), and all items in your order will ship together once preorder items are ready.

We know how important it is to choose the right product for your hair’s needs. If you’re unsure what to order, we’re here to help! Please feel free to contact us with your questions so we can guide you to the best match for your hair.

Thank you for understanding and for supporting our small family-owned business. We are committed to providing quality products and service to all of our customers.

📦 Order Issues

We take great pride in packaging and shipping your products with care, but if your order arrives damaged or incorrect, we’re truly sorry and ready to assist you.

Please email us at support@mytruelocks.com within 7 days of receiving your order, and include:

●             Your full name and order number

●             A clear photo of the issue (damaged item or incorrect product)

We’ll review your request and respond as quickly as possible to make things right.