Refund Policy

Effective date: November 2, 2026

This Refund Policy explains how deposits, refunds, fixes, returns and exchanges work at Hair by Rachel Braids. It covers both hair services booked with Rachel and products bought from our online shop. It works together with our Terms of Service. Nothing in this policy limits any rights you have under Texas or U.S. law.

Part A: Hair services

1. Deposits

• A deposit may be required to secure your appointment. The amount and how to pay it are confirmed when you book, and it is applied to your total on the day.
• With at least 48 hours' notice, you can reschedule once and keep your deposit toward the new date.
• Deposits are non-refundable if you cancel with less than 48 hours' notice, do not show up, or arrive so late that the appointment cannot go ahead.
• If Rachel cancels or cannot complete your appointment, you can choose a full refund of your deposit or keep it toward a new date.

2. Completed services

Every service is personal and uses Rachel's time, skill and materials, so completed services are not refundable. Please look over your style before you leave and say so if anything needs attention. Most concerns can be fixed on the spot.

3. Free fixes within 3 days

If a problem caused by our work shows up within 3 days of your appointment, message Rachel with clear photos and she will fix the affected area at no charge at the next available time. Examples include braids that are loose or slipping, parts or sizes that are clearly uneven, and ends that were not finished.

A free fix covers the affected area. It is not a full redo or a change to a different style. The following are not covered:

• Normal frizz, new growth and wear over time.
• Problems caused by aftercare, such as sleeping without a scarf or bonnet, swimming, heat, or products we did not recommend.
• Styles that have been changed, tightened, washed or taken down by someone else.
• Changing your mind about the color, length, size or style after the service is complete, when it was done as agreed.
• Concerns reported more than 3 days after your appointment.

4. Unfinished or shortened services

• If Rachel cannot finish a service for reasons on her side, you pay only for the work completed, or she will finish it at a new time at no extra cost.
• If a service is shortened or simplified because you arrived late or asked to stop early, the price is based on the work completed and the deposit is not refunded.

5. Braiding hair and supplies for your appointment

Braiding hair or supplies bought for your appointment cannot be refunded once opened or used. If your appointment is cancelled before the hair is opened, unopened packs can be credited toward your next appointment.

Part B: Shop products

6. Returns within 14 days

You can return most products within 14 days of delivery or pickup for a refund of the item price, as long as the item is unopened, unused, and in its original sealed packaging with tags and seals still in place.

7. Items that cannot be returned

For health and hygiene reasons, and because these items cannot be resold, the following are final sale unless they arrive damaged, faulty or wrong:

• Opened or used hair care, skin care and makeup products.
• Braiding hair, bundles, wigs, closures and extensions that have been opened, tried on, cut, colored, washed, styled or installed, or whose seal or hair band has been removed.
• Items that touch the hair or scalp once used, such as combs, brushes, bonnets, scarves and edge brushes.
• Custom or made-to-order items, such as custom wigs or colored units.
• Items marked "Final sale" or clearance.
• Gift cards and digital products.

8. Damaged, faulty or wrong items

• Please check your order as soon as it arrives.
• If anything is damaged, faulty or not what you ordered, contact us within 48 hours of delivery or pickup with your order number and clear photos of the item and packaging.
• We will send a replacement or give you a full refund, including the original shipping cost. You will not pay to return an item that was our mistake.
• We may ask you to send the item back before we replace or refund it.

9. Allergies and reactions

Please read ingredient lists before you buy and patch test new products before full use. If a product irritates your skin or scalp, stop using it. Because opened products cannot be resold, a reaction is not a reason for a refund unless the product was faulty or its ingredients were listed incorrectly.

10. How to start a return

• Message us on WhatsApp (726) 241-4770 or email nseyakayembe0@gmail.com within the time limit. Include your order number, the item(s), the reason, and photos if the item is damaged or wrong.
• Wait for approval and return instructions before sending anything. Items sent back without approval may not be accepted.
• Pack items securely, ideally in their original packaging, and use a shipping method with tracking. We are not responsible for returns lost on the way back to us.
• If you are local to San Antonio, we may arrange a drop-off instead.

11. Return shipping costs

• You pay return shipping unless the item was damaged, faulty or wrong.
• Original shipping charges are not refundable, except when we made the mistake.

12. How refunds are paid

• Once we receive and inspect your return, we will let you know whether your refund is approved.
• Approved refunds are sent to your original payment method within 5 business days. Your bank or card provider may take a further 5 to 10 business days to show it.
• Items returned used, damaged or with missing parts may be refused or receive a partial refund.
• If you used a discount code, the refund is the amount you actually paid.

13. Exchanges

If you would like a different color, length or size, return the unopened item under section 6 and place a new order, or ask us whether we can swap it directly while stock lasts.

14. Cancelling an order

• You can cancel for a full refund any time before your order ships or is marked ready for pickup.
• Once an order has shipped, it is treated as a return under this policy.
• We may cancel an order and refund it in full if an item is out of stock or was listed at the wrong price.

15. Late, lost or stolen packages

• Delivery times are estimates. If tracking stops updating, or shows delivered but you do not have your package, contact us within 7 days of the expected delivery date and we will help you file a claim with the carrier.
• Please double-check your shipping address at checkout. We cannot be responsible for orders sent to an incorrect address you entered.

16. Local pickup orders

Please check your items when you collect them. Pickup orders not collected within 14 days may be cancelled and refunded, less any payment processing fees.

Part C: General

17. Payment disputes

If you have a problem with a charge, please contact us first so we can fix it quickly. We reply to refund requests within 2 business days.

18. Changes to this policy

We may update this policy from time to time. The version on this page when you booked your appointment or placed your order applies to that booking or order.

19. Contact us

Questions about a refund, return or exchange? Email nseyakayembe0@gmail.com or call, text or WhatsApp (726) 241-4770.