This is the most asked question and the one we try to communicate thoroughly with our clients so we provide a great Happy, Healthy, Sanitary customer experience. Unlike other brands who provide 30-60 day exchanges and a lesser quality product, we only provide a 24 hour exchange. Why is this, you ask: because we operate in a matter complying with salon quality sanitation guidelines. We believe as hair professionals that we should never resell human hair used by one individual to another, because we cannot say with complete confidence it as completely sanitary and stand by the quality after it has been used not knowing what the previous client has done to the unit. Other brands have a lesser quality item and will allow customers to wear the units for 30-60 days at a time, then return and resell the unit to multiple clients. This is very unsanitary and in our professional opinion, an unethical practice in our industry. Some claim 30 day returns as long as you do not open the package...well how possible is that really? We find this unfair to the client. How can a client see if it's a match without opening it? Our policy is simple...notify us within 24 hours of receiving the package that you would like to exchange it. Just do not alter the style of the unit and immediately place it back in the original packaging and drop off at any UPS store within 48 hours of receiving the package and return for a one time exchange. As far as a return and refund, we don't allow for this at this time for sanitary purposes. Once we receive an exchanged item, it is considered a scrapped unit and goes back to our education team to use to educate incoming stylists or placed in quarantine for 30 days to verify it is at that point sanitary.
To sum up, if you are unhappy with your piece when you receive it, please call us within 24 hours at 864-590-8924 to speak with our Customer Service Department. We allow a one time exchange only. We do not offer refunds--NO EXCEPTIONS.