LaVivid Custom Order Policy

1. Custom Order Overview

A Custom Order refers to a hair system that is individually manufactured according to a customer's specific requirements, including but not limited to:

• Base design and material
• Hair color
• Hair type
• Grey hair percentage
• Hair density
• Base size
• Hair length
• Curl or wave pattern
• Hair direction
• Front hairline contour
• Other personalized specifications

Custom products are specially manufactured, non-standard products created exclusively for each customer. Due to their personalized nature, custom orders are not eligible for the standard 45-day return or exchange policy applicable to regular stock products.

Custom Order Process

Specification Confirmation → Payment → Production → Quality Inspection → Shipment

2. Discount & Promotion Policy

2.1 Repeat Custom Order Discount

Repeat custom order discounts are calculated based on completed custom orders recorded in our system.

Cancelled, refunded, or incomplete orders will not count toward cumulative custom order quantity. Discounts cannot be applied retroactively to previous orders. Customers will automatically qualify for the corresponding discount tier once eligibility requirements are met.

2.2 Multi-Item Custom Order Discount

Multi-item discounts apply only when multiple units of the same custom design with identical specifications are purchased within a single order.

Stock products, accessories, and products with different specifications are not eligible. Quantities from separate orders cannot be combined.

2.3 Discount Combination Rules & Maximum Discount Limit

Eligible standard discounts may be combined using a simple percentage addition method rather than a discount-on-discount calculation.

The maximum combined discount for standard promotions is 18%.

Rules

• Repeat Custom Order Discount and Multi-Item Discount may be combined.
• The total combined discount cannot exceed 18%.
• Any amount exceeding the maximum limit will be adjusted to 18%.
• Special promotions, including Anniversary Sales, Black Friday, Cyber Monday, and other limited-time campaigns, follow their own promotional rules and are not included in the 18% maximum limit.
• All discounts are calculated based on the eligible order subtotal.

Birthday rewards and special promotional discounts are calculated separately according to their applicable terms.

2.4 VIP Customer Benefits

Permanent Custom Specification Record

Approved custom specifications will be securely stored in our system. Returning customers may reference previously confirmed specifications for a more convenient repeat ordering experience.

Birthday Exclusive Benefit

Eligible customers may receive an additional 10% birthday discount during their birthday month.

Terms:

• Available once per year only.
• Automatically issued according to system eligibility.
• No manual application is required.
• Cannot be combined with repeat custom order discounts or multi-item discounts.

2.5 Holiday Promotion Rules

For special promotions, including Anniversary Sales, Black Friday, Cyber Monday, and other holiday campaigns, discount combination rules will follow the specific terms announced for each promotion.

3. Custom Order Return & Exchange Policy

3.1 General Principle

All custom products are individually manufactured according to each customer's approved specifications and are created exclusively for that customer.

Due to the personalized nature of custom orders, returns or refunds are generally not accepted for reasons unrelated to manufacturing defects or errors made by LaVivid Hair in producing the confirmed specifications.

If a custom product has a confirmed quality issue or does not match the approved specifications, LaVivid Hair will carefully review the situation and provide an appropriate solution.

For special circumstances, disputes, or quality concerns, our customer service team will conduct a case-by-case review based on the order details, production records, and supporting information provided.

3.2 Add-on Items

Discounted add-on items purchased together with a custom order, including but not limited to care products, tapes, adhesives, and accessories, may be voluntarily returned if the main custom product is approved for return review.

If add-on items are not returned, the difference between the original retail price and the discounted purchase price of those items may be deducted from the refund amount.

4. Cancellation During Production

After payment has been completed, cancellation requests for custom orders will be handled according to the actual production stage at the time the request is received.

All cancellation requests must be submitted through official email communication. The effective cancellation time will be based on the time LaVivid Hair customer service confirms receipt of the request.

Special Note: All Rush Orders are not eligible for cancellation after payment has been completed, except in cases caused by confirmed factory-related issues.

5. Rush Order Fee Policy

5.1 Rush Order Levels & Fees

Standard rush production options are only available for hair systems using skin/poly or lace base materials.

Needle-injected hair systems do not follow fixed rush production timelines. Production timelines for these products must be evaluated separately based on current factory capacity, production workload, and order requirements.

5.2 Rush Order Terms

1. The rush fee only applies to shortening the factory production timeline and does not include international shipping or delivery time.
2. Rush orders cannot be cancelled or refunded after payment has been completed, except in cases caused by confirmed factory-related issues.
3. If LaVivid Hair is unable to complete the order within the confirmed rush production timeframe due to factory capacity or production-related issues, the rush fee will be fully refunded. The order will continue under the standard production schedule.
4. Super Rush orders must be confirmed with customer service before purchase. If production capacity is unavailable, LaVivid Hair may not be able to accept the rush request.

6. Product Accuracy & Difference Policy

All custom hair systems are handmade products. Due to the handcrafted production process, a 100% identical replication cannot be guaranteed.

Reasonable handmade variations are considered normal production characteristics and do not qualify as product defects.

By placing a custom order, customers acknowledge and accept normal variations that may occur during handmade production.

Standardized evaluation applies primarily to color differences. Variations in texture, curl pattern, density distribution, and handcrafted details are considered normal characteristics of handmade products.

6.1 Color Difference Standards

LaVivid Hair makes every effort to match the requested color; however, a 100% identical color match cannot be guaranteed.

The following situations are considered normal variations and are not regarded as product defects or reasons for after-sales claims:

1. Color Matching Based on Customer Hair Samples

When matching colors based on customer-provided hair samples:

• With sufficient and clear samples: approximately 80%–90% similarity
• With limited or insufficient samples: approximately 70%–80% similarity

Color differences caused by insufficient sample information are considered normal.

2. Color Selection Based on Customer Photos

Photo-based color matching may be affected by:

• Screen calibration differences
• Lighting conditions
• Camera settings
• Image quality

Expected similarity is approximately 70%–80%.

Color differences caused by digital display variations or environmental factors are not covered under after-sales claims.

3. Color Ring or Specific Color Code Selection

For production based on official color rings or specified color codes, slight batch variations of approximately ± half a shade may occur.

Such variations are considered a normal industry production tolerance.

4. Curly Hair Coloring Process

For curly hair systems, especially lighter colors, the high-temperature coloring process may slightly affect the final tone.

Such changes are considered normal characteristics of the coloring process and are not considered product defects.

5. Color Matching Recommendation

To achieve the most accurate color result, customers are strongly encouraged to:

• Provide sufficient and clear hair samples whenever possible
• Use LaVivid's official color ring for reference

All custom color matching methods may result in reasonable variations within approximately 70%–90% similarity, which are considered acceptable handmade production differences.

6.2 Handmade Production Variations

Due to differences in technician craftsmanship, production batches, and manufacturing conditions, slight variations may occur in:

• Curl pattern
• Hair texture
• Hair density distribution
• Ventilation or knotting details
• Overall styling appearance

For curly hair systems, changes in curl shape or texture after wearing, brushing, washing, storage, or regular use are considered normal characteristics of handmade hair products.

Such changes are part of normal product maintenance and usage and do not qualify as manufacturing defects.

Miscellaneous

• This policy becomes effective on September 30, 2026, and applies only to custom orders placed after the effective date.
• LaVivid Hair reserves the right to update or modify this policy based on business needs. Any updates will be published on the official website and will not require individual customer notification.
• If any conflict exists between this policy and a written agreement specifically confirmed for an individual order, the written order-specific agreement shall prevail.
• Customers are responsible for properly protecting returned products during return shipment. We recommend using a trackable shipping method. If a returned product is lost, damaged, altered, or affected during transit, LaVivid Hair reserves the right to adjust or deny the refund request accordingly.
• For policy questions or after-sales assistance, please contact our official customer service team: support@lavividhair.com.

Custom Order Agreement Confirmation