Refund policy
# Refund and Return Policy
**Company:** PA ECOM SOLUTIONS LLC (doing business as "Lyra Hair")
**Address:** 7901 4th St N, Suite 300, St. Petersburg, FL 33702, United States
**Website:** https://lyrahair.com
**Customer Support Email:** contact@lyrahair.com
**Effective Date:** May 12, 2026
**Last Updated:** May 12, 2026
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## 1. 30-Day Return Window
We want you to love your Lyra Hair purchase. If you are not completely satisfied, you may request a return within **30 days** of the delivery date.
## 2. Eligibility for Returns
To be eligible for a return, your item must meet **all** of the following conditions:
- Returned within 30 days of delivery
- Unused, unopened, and in the same condition you received it
- In the original packaging with all tags, seals, and inserts intact
- Accompanied by proof of purchase (order number or receipt)
## 3. Non-Returnable Items
For health and hygiene reasons, the following items cannot be returned once opened, used, or with broken seals:
- Hair care products (shampoos, conditioners, masks, serums, oils) that have been opened or used
- Hair extensions and wigs that have been worn, washed, brushed, cut, or styled
- Hair tools that show signs of use
- Final-sale or clearance items (clearly marked at the time of purchase)
- Gift cards
If a sealed product is returned with a broken or tampered seal, it will not be accepted.
## 4. How to Initiate a Return
1. Email contact@lyrahair.com within 30 days of delivery with your order number, the item(s) you wish to return, and the reason for the return.
2. Our team will review your request and, if approved, send you a Return Authorization (RA) number and return shipping instructions within 2 business days.
3. Pack the item securely in its original packaging and write the RA number clearly on the outside of the package.
4. Ship the item back to the address provided by our customer service team. **Returns sent without prior authorization will not be accepted.**
## 5. Return Shipping Costs
- **Customer responsibility:** Return shipping costs are the customer's responsibility unless the return is due to our error (incorrect or defective item).
- We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
## 6. Refunds
- Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
- If approved, your refund will be processed to your original payment method within **5–10 business days**.
- Depending on your card issuer or bank, it may take an additional 3–10 business days for the refund to appear on your statement.
- Original shipping fees are non-refundable, except in the case of a defective or incorrect item.
## 7. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact contact@lyrahair.com within **7 days of delivery** with:
- Your order number
- A description of the issue
- Clear photos or video of the item and the packaging
We will send a replacement at no additional cost or issue a full refund, including shipping. Do not discard the item until we have confirmed the resolution.
## 8. Exchanges
We only replace items if they are defective, damaged, or incorrect. If you need a different product, please return the original item (following the standard return process) and place a new order.
## 9. Late or Missing Refunds
If you have not received your refund after 10 business days from the approval email:
1. Check your bank account again.
2. Contact your credit card company; it may take time for the refund to be officially posted.
3. Contact your bank; processing time is often required before a refund is posted.
4. If you have done all of this and still have not received your refund, contact us at contact@lyrahair.com.
## 10. Sale Items
Only regular-priced items may be refunded. Sale items, promotional items, and items purchased with discount codes greater than 30% off are final sale and cannot be refunded, unless they arrive damaged or defective.
## 11. Right of Withdrawal (EU/UK Customers)
If you are a consumer residing in the European Union or the United Kingdom, you have the right to withdraw from the contract within 14 days of receiving your order, without giving any reason, provided the product is unused and in its original condition. Contact contact@lyrahair.com to exercise this right.
## 12. Chargebacks
We encourage customers to contact us first to resolve any issue before initiating a chargeback. Filing a fraudulent chargeback for a legitimate transaction may result in a permanent ban from our store and possible legal action. We comply with all legitimate chargeback investigations from card issuers.
## 13. Contact Us
For any return or refund-related questions, contact:
**PA ECOM SOLUTIONS LLC**
7901 4th St N, Suite 300, St. Petersburg, FL 33702, USA
Email: contact@lyrahair.com