All SALES ARE FINAL! There are no exceptions to this policy. We will accept eligible items that are in new restock condition for merchandise credit only. In cases of shipping errors, unopened merchandise can be returned for a full refund or merchandise credit.
EXCHANGE POLICY: We allow returns on REGULAR HAIR EXTENSIONS AND WIG PRODUCTS in stock colors. Regular wig items include wigs made with standard cap construction that are not marked professional or specialty. Regular hair extension items include all hair extensions except those labeled as professional products. Our stock colors are: #1, #1B, #2, and #4. All other colors including blended, highlighted or tipped colors may not be exchanged. Due to the personal nature of hair pieces, we adhere to a strict policy with regard to exchange merchandise. Unlike many online stores, we do not recycle returns for sale as new merchandise. We guarantee that our customers will receive a factory new item.
We will accept qualifying retail packaged items in the ORIGINAL UNALTERED AND UNOPENED PACKAGING WITH ALL PACKAGING TAGS AND INSERTS. Items packaged for retail sale are packed in clear packaging allowing you to view and to touch the hair merchandise without removing the packaging. If the merchandise is removed from the packaging the seals will be broken making the item unsuitable for exchange. Handling includes removing the item from the packaging, combing, brushing, washing, dyeing, curling, braiding, spraying, wearing, etc. If such an item is returned to us, the item will be held for 10 days pending the payment of shipping charges to have it returned to them. Professional and Specialty products are not generally packaged for retail sale and cannot be returned for refund or exchange. We make no excepts to this policy.
If you are unsure about a color, we recommend that you purchase a color ring. Online color swatches are provided but can vary depending ont he monitor configurations. A hair color ring is the best way to color match. Be sure to get the color ring provided by the manufacturer of the item you want, as colors may vary by manufacturer. We cannot guarantee that the color ordered will fit your needs. Due to variations in computer monitors and other factors, we cannot guarantee that any color samples shown on our website will be the same as the actual product color. It is impossible to do a color match over the phone, so any verbal recommendations made by us are simply suggestions and are not guarantees that you will get the color you want. We will not accept any returns or exchanges simply because the color you received does not appear to be the same as the color shown on our website or you do not like the color.
SALE OR DISCOUNTED ITEMS/PROFESSIONAL SPECIALTY HAIR PRODUCTS/HAIR BONDING PRODUCTS/ACCESSORIES CANNOT BE EXCHANGED OR RETURNED. Items that cannot be exchanged or returned include: custom made wigs, hand-tied wigs, lace wigs, lace front wigs, monofilament wigs, hand-tied extensions, custom extensions, clip-in extensions, pre-glued extensions, extend tube extensions, skin weft extensions, top-pieces, closure pieces, Virgin Cuticle hair, Bohyme Cuticle hair, hair bonding products (adhesives, removers, tools, kits, etc.), hair bonding kits, books, wig care products and other accessories. It also includes any item marked as a SPECIALTY item. These items are designed for beauty professionals who have the SPECIALIZED TRAINING and knowledge.
GIFT CERTIFICATES: Gift certificates may be purchased in amounts set in the options list. Gift Certificates can be used toward the purchase of any item on our site.You may use your gift certificate as many times as possible up to the value of the certificate. You will receive a notice of the balance of your gift certificate after each use. Gift Certificates cannot be redeemed for cash. Gift Certificate purchases are final and cannot be refunded.
TIME LIMITS FOR REQUESTING A RMA: Due to the personal nature of the products sold on our site, we allow (3) days from the date an item is delivered to request a RMA (return merchandise authorization). We allow (10) days for an approved item to be returned to us. The RMA will have the date the RMA was issued, the expiration date (last date the item will be accepted), mailing address, and other useful information. Be mindful of the time limits for merchandise returns.
UNAUTHORIZED RETURNS: Merchandise sent to us without an RMA cannot be tracked and may be lost. We ship from multiple warehouses, so it is not possible to track unauthorized items that are returned to the wrong location. We assume no responsibility for unauthorized returns or items sent to the incorrect address. We must be able to confirm receipt of item(s) sent to us for exchange. We recommend you use a shipping service with DELIVERY CONFIRMATION service. We assume no responsibility for lost shipments. We will not reimburse your cost to send an exchange item back to us except in the case of mis-shipment. We will gladly exchange or issue a full refund for any item(s) shipped in error. Please read the special terms of sale for international shipments.
RESTOCKING FEES / RETURNED MERCHANDISE: A 15% restocking fee and shipping charges apply to all normal returns. A merchandise credit coupon will be issued for eligible items that have passed inspection. The merchandise credit coupon will be equal to the amount paid for the item (shown on the receipt), minus the restocking fee. You may use the merchandise credit toward the purchase of any item on our site. Unless specified in writing or email by an authorized company representative, the minimum restocking fee on any other kind of return is 25%.
Only ONE exchange per customer order is allowed. This means that you may request a RMA for merchandise credit only once for eligible items in every order.
All merchandise received at our exchange center is photographed or videotaped upon receipt to confirm the contents and condition.
OUR RETURN POLICY IS A MATTER OF RECORD WITH THE BETTER BUSINESS BUREAU AND OUR CREDIT CARD SERVICE PROVIDERS.