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We’ve set our bar high so you can look good and feel great. That’s why we pre-wash and triple quality inspect each and every item that leaves our stores. We’re confident in our products, and we’re pleased to offer an industry-first return policy unlike any other company in the event you are not completely satisfied with your purchase.
We are proud to offer the most flexible return policy in the industry. You may wash, condition, brush, and heat style your extensions while in the security zip ties. If for any reason you aren’t satisfied, send the hair back within 14 days of receiving the product for an exchange or refund (a 15% restocking fee will be applied) VIP and VIPro Members have 30 days and a 5% restocking fee. It’s that simple. Shipping charges are not reimbursed. Refunds will be issued in the same payment form as tendered at the time of purchase. Once the hair is used we are very limited if a problem arises.
Exchanges & Store Credit:
We will pay the shipping costs to mail the newly exchanged product(s) as a one-time courtesy (Domestic U.S. only). All international customers must ship items back at their own expense.
A 35% restocking fee will apply for any returned and/or canceled custom orders (Non-VIP, VIP, and VIPro Members). If you would like to exchange your custom order for an in-stock item, no restocking fee will apply.
All returns must meet the following conditions:
Must not be removed from the security zip ties
Hair has not been installed, colored, cut, or altered
If an item has lace, the lace must remain intact and cannot be cut
Must be within 14 days (30 for VIP and VIPro Members) from the delivered date
Must be in the original packaging with tags attached
RMA request must be submitted by phone, email, or online
NON-VIP MEMBERS VIP MEMBERS`zx
RETURN PERIOD 14 Days 30 Days
RESTOCKING FEE 15% 5%
PRE-PAID LABELS No Yes
EXCHANGES Yes Yes
Meet the criteria? Submit a RMA
Use the form below, login to your account or call customer service at 1.888.290.4771 Mon-Fri 9am-5pm PST.
Refunds or Exchanges that do not have a RMA created within the return window will not be permitted. Please allow 72 hours upon receipt for your returned item(s) to be inspected. Refunds will take anywhere between 7-10 business days to be processed.
RETURN POLICY FAQ’S
Do you offer a product guarantee?
Do I have to pay for shipping to send it back?
Will you refund my shipping costs?
How long does it take to receive my refund?
How can you help find my perfect hair?
How can I contact your company?
Do you charge a restocking fee?
Can I get a refund after 14 days?