Replacement Policy

ADOMAC Hair wants customers to receive the products they ordered in the condition reasonably expected. This Replacement Policy explains when ADOMAC may provide a replacement for damaged, defective, incorrect, missing, or otherwise qualifying merchandise.

ADOMAC Hair is operated by ADOMAC LLC and presented as a sub-unit of ADOMAC Global.

A replacement is different from an ordinary exchange or change-of-mind return.

1. When a Replacement May Be Available

A replacement may be available where ADOMAC verifies that a product:

• arrived damaged;
• is defective;
• is materially different from what was ordered;
• is the wrong product, color, length, style, or variation because of a fulfillment error;
• was materially misfulfilled;
• was missing from the shipment; or
• otherwise qualifies for a seller-fault remedy under ADOMAC’s applicable policies.

Replacement eligibility depends on the specific circumstances and reasonable verification of the claim.

2. Seven-Day Reporting Period

Customers should report a damaged, defective, wrong, missing, or incorrectly fulfilled item within 7 calendar days of delivery.

For a missing item from a multi-package order, ADOMAC may first verify whether another package associated with the order remains in transit.

Customers should contact ADOMAC as soon as reasonably possible after discovering the problem.

3. Information We May Request

To investigate a replacement request, ADOMAC may request reasonable supporting information such as:

• order number;
• description of the problem;
• photographs of the product;
• photographs of packaging;
• shipping-label information;
• photographs showing damage or defect;
• quantity received;
• product identifiers; or
• other information reasonably necessary to verify the claim.

Requests for evidence should be proportionate to the issue being investigated.

ADOMAC should not request unnecessary personal information merely to process an ordinary product claim.

4. Damaged Products

If merchandise arrives damaged, the customer should retain the product and relevant packaging while the claim is being reviewed where reasonably possible.

ADOMAC may review product photographs, packaging condition, shipment information, carrier information, and other relevant evidence.

If the damage is verified and the claim qualifies, ADOMAC may provide an appropriate replacement or another applicable remedy.

5. Defective Products

A product may qualify for replacement where it contains a verified defect that materially affects the product’s expected use or condition.

Normal characteristics, reasonable variations, or minor differences that do not constitute a defect do not automatically qualify for replacement.

Nothing in this section removes remedies for merchandise that is genuinely defective or materially not as described.

6. Wrong Product or Variation

If ADOMAC sends a product materially different from the product or variation shown on the customer’s confirmed order, the customer should report the issue within the applicable 7-day period.

This may include an incorrect:

• product;
• style;
• color;
• length;
• variation;
• quantity; or
• other material order attribute.

Where ADOMAC verifies that the incorrect item resulted from our fulfillment error, ADOMAC will provide the applicable remedy without requiring the customer to bear reasonable correction shipping costs.

7. Missing Items

If an order arrives with merchandise missing, the customer should notify ADOMAC within 7 calendar days of delivery.

Before approving a replacement, ADOMAC may reasonably review order records, fulfillment records, package information, package count, tracking information, and other appropriate evidence.

Where the missing-item claim is verified, ADOMAC may send the missing product through an approved replacement order or provide another appropriate remedy.

8. Replacement Authorization

A customer should receive replacement authorization from ADOMAC before sending merchandise back or otherwise disposing of the affected product.

Customers should not return merchandise to an address unless ADOMAC has provided or approved the applicable return instructions.

Unauthorized merchandise may not be processed as an approved replacement claim.

9. Whether the Original Product Must Be Returned

Depending on the nature, value, condition, and circumstances of the claim, ADOMAC may require the affected merchandise to be returned before or as part of the replacement process.

Where a return is reasonably required because of a verified ADOMAC error, defect, or qualifying seller-fault condition, ADOMAC will bear the reasonable return-shipping cost.

ADOMAC may also determine that return of the original merchandise is unnecessary in an appropriate case.

Customers should not destroy or discard merchandise involved in a pending claim unless ADOMAC confirms that doing so is acceptable.

10. Replacement Order Creation

When ADOMAC approves a replacement, the replacement will be processed as a separate replacement order linked to the original purchase.

The original paid order remains part of the historical transaction record and will not be rewritten to make it appear that a different product was originally purchased.

An approved replacement order will ordinarily have no additional product charge to the customer for the qualifying replacement merchandise.

This approach helps preserve accurate order, payment, inventory, refund, shipping, and audit records.

11. Replacement Shipping Cost

Where a replacement is required because of a verified ADOMAC fulfillment error, defective product, wrong item, missing item, qualifying transit damage, or other seller-fault condition, ADOMAC will bear the reasonable Standard Shipping cost of sending the approved replacement.

The customer will not be charged an arbitrary replacement fee, administrative fee, or handling surcharge.

12. Replacement Shipping Method

Replacement merchandise will ordinarily be shipped using an appropriate ADOMAC Standard Shipping service.

ADOMAC should make a reasonable effort to resolve verified seller-fault problems without imposing unnecessary delay on the customer.

13. Product Availability

A replacement is subject to product availability.

If the exact approved replacement product or variation is unavailable, ADOMAC will not substitute a materially different product without the customer’s agreement.

ADOMAC may instead offer an appropriate option such as:

• waiting for the approved item to become available where reasonable;
• selecting another product with the customer’s agreement; or
• receiving an applicable refund.

The customer will be informed before a materially different substitute is provided.

14. No Traditional Exchanges

The Replacement Policy does not create a general exchange program.

A customer who simply changes their mind and wants a different color, style, length, product, variation, or other preference should use the applicable Returns & Refunds Policy and place a new order.

The replacement process is reserved for qualifying product, fulfillment, damage, defect, missing-item, or similar issues.

15. Custom and Personalized Products

Custom-made, personalized, specially produced, or customer-measurement products may normally be excluded from ordinary change-of-mind returns.

However, a custom or personalized product may still qualify for a replacement or another remedy where ADOMAC verifies that:

• ADOMAC produced the item incorrectly;
• the merchandise materially fails to match the confirmed customer specifications;
• the product is defective;
• the wrong item was supplied; or
• another qualifying seller-fault condition occurred.

If the customer’s own submitted measurement or customization information was inaccurate and ADOMAC correctly produced the confirmed specification, that circumstance will not automatically be treated as an ADOMAC production error.

16. Replacement of a Replacement

If an approved replacement itself arrives damaged, defective, incorrect, or materially misfulfilled, the customer should report the new issue promptly and normally within 7 calendar days of delivery of the replacement.

ADOMAC will investigate the replacement shipment using the same reasonable verification principles applied to other qualifying claims.

A prior replacement does not prevent ADOMAC from correcting a genuine problem with the replacement shipment.

17. Replacement vs. Refund

Depending on the circumstances, an approved claim may be resolved through:

• replacement;
• refund;
• missing-item fulfillment; or
• another reasonable remedy.

Where more than one remedy is reasonably available, ADOMAC may communicate the available options to the customer.

Nothing in this policy removes customer remedies that cannot legally be restricted.

18. No Double Recovery

A customer may not receive both a full refund for merchandise and retain or receive a replacement for the same merchandise unless ADOMAC expressly authorizes that resolution.

Where a refund has already fully resolved the applicable product claim, ADOMAC may close the replacement request.

This provision is intended to prevent duplicate financial recovery, not to restrict legitimate remedies for separate problems.

19. Fraud, Product Substitution and Abuse

ADOMAC may investigate replacement claims reasonably suspected of involving:

• product substitution;
• knowingly false damage claims;
• intentional product damage;
• false missing-item reports;
• altered evidence;
• return of a different item;
• duplicate claims;
• identity misuse; or
• other fraudulent or abusive conduct.

ADOMAC may delay or deny a replacement where reasonable evidence establishes that applicable replacement requirements were not satisfied.

Nothing in this section authorizes arbitrary denial of legitimate claims.

20. Customer Notification

ADOMAC aims to notify the customer within 1 business day after a material replacement decision is recorded.

The communication should explain, where applicable:

• whether the replacement was approved;
• whether the original merchandise must be returned;
• what the customer needs to do next;
• whether ADOMAC is providing return shipping;
• when a replacement order is created; and
• when replacement tracking becomes available.

21. Replacement Tracking

Where tracking is available for a replacement shipment, ADOMAC will provide or make available the relevant tracking information after the shipment has been created and tracking information becomes available.

Replacement tracking does not alter the history of the original order.

22. Relationship to Other ADOMAC Policies

This Replacement Policy should be read together with the Returns & Refunds Policy, Shipping Policy, Terms & Conditions, and Privacy Policy.

Where a replacement requires merchandise to be returned, applicable return-shipping and inspection requirements may also apply.

23. Changes to This Policy

ADOMAC may update this Replacement Policy from time to time.

The applicable policy will generally be the policy in effect when the relevant order was placed, subject to applicable law and rights that cannot legally be limited.

24. Contacting ADOMAC Hair

Customers requesting a replacement should contact ADOMAC Hair using the verified customer-support information published on the website.

Customers should provide sufficient order and claim information for ADOMAC to identify and investigate the issue.