Returns and Exchanges
All our products are made of 100% natural virgin human hair. As each bundle comes from individual people, we cannot guarantee hair color or texture. We will, however, make every effort to match your order to meet your desired requirements. Our natural virgin hair comes in a straight, wavy or curly pattern; straight hair texture may vary between straight and slight wave, wavy hair texture may vary between loose wave and deep wave, and curly hair texture may vary between loose curl and tight curl. The color will range between color #1b (natural black) and 2 (Dark Brown). If you have a specific request for virgin hair in a lighter color/particular texture, please note this in the “comments” box on the order page and we will do our best to accommodate your request.
REFUND / EXCHANGE POLICY
Please Note that Refund / Exchange Requests must be made within 24 hours of Purchase and meet the criteria outlined below: We will refund the purchase amount of the product and not the shipping cost.
- Contact our customer service within 24 hours of purchase to initiate a refund/exchange request.
- Hair must NOT have been installed, colored, cut, or altered in any manner
- Please note: Federal law states you cannot return human hair products that have been used. We adhere to strict policies in regards to federal law, health regulations, and hygiene concerns. If the item is removed from the bundle 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.
- Returned packages must include a copy of the original invoice.
- Shipping and handling are the responsibility of the customer.
- Merchandise must be physically received at our corporate office before a return can be granted.
The product must be sent back at your expense. We recommend that you use a shipping provider with a signature confirmation service, and/or insurance to protect your package.
Please do not send unauthorized returns. We assume no responsibility for lost items, unauthorized returns, or items sent to the incorrect address.
We do not offer returns or exchanges for customized hair products.
For Bulk Hair, if the product has been returned within 24 hours from the date of purchase, unused and in its original condition we will exchange the product for something of equal value. Once Bulk Hair has been installed, due to the nature of the product and possibility of incorrect installation which could result in the hair being inverted, the Product Defective Exchange Policy is not applicable.
Terms of payment are always 100% upfront. We accept all major credit cards. As soon as you place an order online your credit card will be charged. Please review your order, items and shipping information carefully. Once submitted, your order and payment will be processed and cannot be changed for any reason without canceling your order. If your order is canceled, your bank will typically hold the authorized funds from between 3 and 5 business days. Unfortunately, this is out of our control so please be sure your order information is accurate.
Credit card fraud and theft of our merchandise will be prosecuted to the fullest extent of the law. If your billing address is different than your shipping address you will be required to fill out a credit card authorization form and send supporting documentation before your shipment is released. If this is necessary a representative will contact promptly after your order has been placed.
The payment for wholesale orders can be made via Bank Deposit or Wire Transfer.
Our business hours are Monday through Friday from 9:00 am to 6:00 pm EST. Orders placed over the weekend will be processed the following Monday unless it is a holiday. Once shipped, orders arrive within the time frame selected on the order form.