PLEASE FOLLOW RETURN/EXCHANGE INSTRUCTIONS AND SEND RETURNS / EXCHANGES TO:
P.O Box 1581
San Jacinto, CA 92581
DO NOT RETURN PRODUCTS WITH SIGNATURE DELIVERY or Certified Mail -If you send it with Signature Delivery, it will NOT be delivered to us, and will be returned to you.
Frequently asked questions about exchanges and returns process
1. WHAT IS THE EXCHANGE / RETURN PERIOD?
We will provide an exchange or return within 30 days of the date that you receive your order on eligible hair extensions that have not been opened, worn or tampered with. Security seal must be intact.
2. DO I HAVE TO PAY FOR THE SHIPPING OF MY EXCHANGE / RETURN?
Yes, you are responsible for all your shipping costs back to us. We recommend that you send your set back with a tracking option, because Cashmere Hair will not be responsible for lost packages. INTERNATIONAL: Please write “RETURN, NO DUTIES” on the package, otherwise the package may be returned to you.
3. WHAT ITEMS ARE ELIGIBLE FOR RETURNS/EXCHANGES?
The following items are FINAL SALE: Sale items, any purchase using a promotional code for a Free or Price Reduced Product must also include the free or Price Reduced Product upon return. Full purchase price of free or reduce priced product will be deducted from your final refund if you decide to keep the item.
4. CAN I RETURN EXTENSIONS IF THEY HAVE BEEN ALTERED?
All items will be inspected upon receipt to see if you qualify for a return/exchange. Altering the hair in any way is at your own risk, therefore you cannot make a return or exchange once the hair has been altered. Altering includes cutting, trimming, razoring, removing/adding clips, toning, dying, coloring, purple shampoo, color depositing products, perming, chemical straightening, henna, swimming in chlorine water & more. NO EXCEPTIONS WILL BE MADE.
5. HOW DO I SUBMIT AN EXCHANGE/RETURN REQUEST?
Fill out the RETURN SLIP included with your delivery, or log into your online account and submit for a return or exchange before shipping your item back to us. If you do not submit a return request/slip your item may be rejected and shipped back to you. A copy of your invoice must accompany your return/exchange.
If you need assistance, contact us prior to sending your exchange / return.
1.) To request a return of one or more items in an order, login to your account and navigate to “My Account”.
2.) Navigate to the Completed Orders section and click on the “Return Item(s)” button (far right).
3.) In the next screen select the products you want to return using the “Qty. to Return” drop down boxes, choose the “Return Reason”, the “Return Action”. Use the “Comments” box for any additional details regarding your request. Click on “Submit Return Request”.
6. WHY ARE HAIROLOGY HAIR EXTENSIONS NOT ACCEPTED BACK TO US IF OPENED?
Hairology Hair Extensions may not be returned or exchanged if opened or tampered with. No exceptions will be made. Human hair extensions are considered a hygienic product. This is an industry standard and other hair extensions suppliers do not allow returns of opened items for the same reasons. Security seal must be intact.
7. WHAT IF I WAS SHIPPED THE WRONG PRODUCT?
If you receive the wrong product we apologize and we will do our best to quickly fix our mistake. Please contact us within three days upon delivery at firstname.lastname@example.org or call us at (650) 502-0008, with your order number and detailed information. We will be happy to make it right.
8. REFUND INFORMATION:
There is a 10% restocking fee for all returns that will be automatically deducted. A refund will be issued to your original payment method after your return has been approved. Refunds for orders purchased with Hairology Hair Gift Certificates will be issued as a Store Credit can be accessed by logging into you online account. Additional restocking fees may be applied under some circumstances.
9. EXCHANGE / STORE CREDIT INFORMATION:
Store credit will be issued to your online account for exchanges once your item is received. Exchanges and returns take 3-5 days to process once we receive it. Call our customer service if you would like an expedited exchange. Store credits may be issued to your account without notification. You can view your store credit by logging into your online account.
To apply store credit to an order when checking out, you need to log into your account. Once logged in you will see the available store credit listed in the “My Account” menu. When you go to check out, you will be given the option to use the store credit to pay for your order or to use an alternative payment method and save the store credit for a future purchase.
10. ORDER CANCELLATION POLICY:
To cancel an order you have placed with hairologyextensions.com, you must contact customer support by email email@example.com or call us at (650) 502-0008 before it has been shipped. Every effort will be made to accommodate the cancellation of your order as long as it has not yet shipped. When contacting customer support to cancel an order, please be ready to provide your name, the order number, and your contact information. Please note that if the item has shipped, the order cannot be canceled. In this case, you can request to return the item for a refund.
11. DELIVERY REFUSAL / FAILURE TO RETRIEVE:
When a customer places an order online and then subsequently refuses to accept delivery of the order, returns to sender, and/or for any other reasons that are attributable to customer error, the customer will be assessed a 10%-25% restocking fee and full shipping charges.