Refund policy
Returns and Exchanges
We accept both returns and exchanges within 14 days of receipt of your order. The hair must still have the security bands intact each piece to qualify for return or exchange. For pieces that have the security band removed or damaged, we will not accept returns or exchanges. Closures must be new and unused in order to be returned or exchanged. Closure defects would be noticeable within 14 days so please notify us within 14 days of receiving your order to begin an exchange request.
If you feel you may have received a defective piece and would like to initiate an exchange or return, please see below.
Products must still be unused and unopened in order to be returned or exchanged.
Returns Process
- Customer Access: Customers sign in to their customer account by clicking here.
- Customers enter their email address and receive a six-digit verification code via email - no password required.
- Once signed in, you can:
- Click "Request return" for their fulfilled or partially fulfilled orders
- Select which items they want to return
- Choose a return reason and add notes
- Submit the request directly
We’ll receive your request and on weekdays, we typically respond the same day.
Refunds
Once we receive and inspect your returned item(s), we'll process your refund within 1-2 business days. Refunds are issued to your original payment method. For non-error returns, the return shipping cost will be deducted from your refund amount.
Return Shipping Labels
Once we approve your return request, we'll send you a prepaid return shipping label via email.
- If we made an error (wrong item sent, defective product, etc.): We cover the return shipping cost at no charge to you.
- For all other returns or exchanges (change of mind, wrong size/texture ordered, etc.): We'll provide the label, but the shipping cost will be deducted from your refund.
Return shipping is the customer's responsibility for non-error returns and exchanges.