RETURN / EXCHANGE & REFUND POLICY
All our products are made of 100% natural human hair. Bundles of hair comes from individual donors, we cannot 100% guarantee hair color or texture. We will, however, make best effort to match your order to meet your desired requirements. In case of non-conforming to the quality, we are happy to support your request for a return or exchange within 7 days, as long as it has not been opened, used, worn, or tampered with. Please read our Return / Exchange & Refund Policy below, contact the salesman who you work with and /or email us at [email protected] when you are ready to proceed with your return or exchange.
* Please Note that Refund / Exchange Requests must be made within 7 days of receipt of the products.
* We will only refund the amount of purchased products, not the shipping cost.
* The Refund / Exchange Request is only valid if:
- Contact our customer services within 7 days of purchase to initiate a refund/exchange request. Kindly state the reason for a return, your invoice number and date of order and photos of product.
- Hair must NOT have been used, colored, cut, or styled… which make it different from original version. If the item is removed from the bundles and used in any visible manner, all refund and exchange policies are voided.
- The hair must be in its original bundle and not be untied at the top.
- The hair must be in its original packaging.
- Customers must take responsibility of Shipping and Handling.
- Products must be physically received at our corporate office before the releasing the refund amount.
We will then provide you with instructions and a return address to ship the hair back. All returned items will be inspected to see if you qualify for a refund as: Hair must NOT have been installed, colored, cut, or altered in any manner.
Note: we highly recommend to ship the product via a trackable shipping option, as that can greatly expedite the process. Please do not send unauthorized returns. We assume no responsibility for lost items, unauthorized returns, or items sent to the incorrect address
* When will you receive the refund?
A full refund will be provided to you after we have received, inspected and confirmed that the returned hair were qualified for a refund. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.
Some financial institutions can take up to 2-4 business days to process the refund. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.
7 – DAY PRODUCTS GUARANTEE
In the very rare occurrence that a problem arises with one of our hair products that cannot be resolved through routine maintenance, we will make every effort to resolve your situation. The steps to determine if there is a genuine problem – and how to resolve it – are as follows:
- You must contact us within 7 days of receiving your order.
- Depending on the situation, we may ask you to send photos of your hair problem.
Since most problems can be resolved with a maintenance regimen, we may offer suggestions as what product(s) may help resolve your problem. If the problem cannot be resolved through maintenance, the hair must be sent back to us and received before we can take further action. We handle each situation on a case by case basis.
In order for us to determine if your purchase warrants replacement, the entire purchased amount of hair must be completely removed and mailed back to our office. All costs for hair removal and mailing the product back are the customer’s responsibility. We do not offer returns or exchanges for customized hair products.