Returns & Refunds Policy
Please read carefully before making a purchase · Last updated June 2026
Your satisfaction is our priority — we style, you smile.
Our Commitment to You
At IBCOCO, every unit is carefully inspected and packaged before it leaves our hands. We take pride in the quality of every product we sell — and we want you to feel confident in every purchase you make with us.
We understand that buying hair online requires trust. That is why we have built this policy to be fair, clear and straightforward. Please read it in full before completing your purchase.
"Quality is our standard. Your confidence is our goal. If something is not right, we will do our best to make it right."
Returns Eligibility
We accept returns on eligible items within 7 days of the delivery date. To qualify for a return, your item must meet all of the following conditions:
- The item is unworn and unaltered in any way
- The item is in its original packaging with all tags intact
- The item has not been washed, styled, cut or coloured
- The lace has not been cut or trimmed
- No adhesives, glue or tape have been applied to the unit
- You contact us within 7 days of receiving your order
- Proof of purchase is provided
⚠ Due to strict hygiene standards, we are unable to accept returns on any item that has been worn, altered, washed or used in any way. This policy is non-negotiable and applies to all orders.
Non-Returnable Items
The following items are strictly non-returnable under any circumstances:
- Worn, washed, styled or altered wigs and hair units
- Items with cut or trimmed lace
- Hair bundles, closures or frontals that have been opened and unpackaged
- Hair care products, tools and accessories
- Sale items and items purchased at a discounted price
- Custom or bespoke orders made to your specification
- Items returned after the 7-day return window
- Gift cards
How to Return an Item
If your item meets the eligibility criteria above, please follow these steps to initiate a return:
Reach us on Instagram @imbycoco or TikTok @cocohairboss within 7 days of receiving your order. Include your order number, the item you wish to return and the reason for the return.
Our team will review your request within 2–3 business days and confirm whether your return has been approved. Please do not send items back without prior approval — unapproved returns will not be accepted.
Once approved, securely package your item in its original packaging. You are responsible for return shipping costs. We strongly recommend using a tracked and insured shipping service as we cannot be held responsible for items lost in transit.
Once we receive your returned item, it will be inspected within 3–5 business days. We will notify you of the outcome and process your refund or exchange accordingly.
Refunds
If your return is approved and passes our inspection, a refund will be issued to your original payment method within 5–10 business days depending on your bank or payment provider.
- Refunds are issued to the original payment method only
- Original shipping costs are non-refundable
- Return shipping costs are the responsibility of the customer
- If your item arrived damaged or faulty, we will cover return shipping costs
- Partial refunds may be issued at our discretion for items not in their original condition
"If you receive a damaged, defective or incorrect item, please contact us within 48 hours of delivery with photographic evidence and we will resolve it immediately at no cost to you."
Exchanges
We offer exchanges on eligible items subject to stock availability. If you wish to exchange your item for a different size, length or texture, please contact us within 7 days of receiving your order.
Exchange requests are handled on a case-by-case basis. Where the replacement item is of a higher value, you will be required to pay the difference. Where it is of a lower value, a partial refund will be issued for the difference.
Damaged or Incorrect Items
If you receive an item that is damaged, defective or different from what you ordered, please contact us immediately — within 48 hours of delivery. We will require:
- Your order number
- Clear photographs of the damaged or incorrect item
- A brief description of the issue
We will arrange a replacement or full refund at no additional cost to you, including covering all return shipping charges. We take full responsibility for errors on our end.
In-Store Purchases
For purchases made in person at our Essex, UK or Ghana stores, please speak directly with a member of our team at the point of sale regarding our in-store returns and exchange policy. In-store policies may differ slightly from our online policy.
All in-store purchases are subject to inspection at the time of sale. We encourage all customers to thoroughly inspect their units before leaving the store.
International Orders
We ship worldwide and welcome international customers. Please note the following for international returns:
- International customers are responsible for all return shipping costs including customs duties and taxes
- We recommend using a tracked and fully insured international shipping service
- IBCOCO cannot be held responsible for items lost, delayed or damaged during international return transit
- Refunds for international orders will be issued in GBP to the original payment method
- Exchange rates and currency conversion fees are the responsibility of the customer
Policy Updates
IBCOCO reserves the right to update or amend this Returns and Refunds Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy before making a purchase.
By completing a purchase with IBCOCO, you confirm that you have read, understood and agreed to this Returns and Refunds Policy in full.