Faulty Hair Policy
Return Policy- Faulty Products:
*** IF YOU HAVE A COMPLAINT REGARDING THE HAIR IT MUST BE REPORTED TO US WITHIN 28 DAYS FROM THE PURCHASE DATE, AS IF THE HAIR OR KERATIN IS FROM A FAULTY BATCH ALL ISSUES WILL BECOME APPARENT WITHIN THIS TIMEFRAME, IF YOUR PURCHASE IS OVER 28 DAYS WE CAN ONLY OFFER YOU FREE EXPERT AFTERCARE ADVICE TO HELP YOU SOLVE ANY ISSUES THAT YOU MAY HAVE, AS 95% OF PROBLEMS CAN BE RESOLVED BY AFTERCARE ***
If the hair extensions you purchased from us appear damaged or has quality issues, you must report it immediately to our Customer Service department via email at email@example.com
Important; we cannot be responsible in anyway how the customer uses or mis-treats our hair extensions or any other product that we sell. Whether its incorrect application, removal or any damage from colouring, toning, perming etc. If any product is returned that has been modified from its original condition will be rejected. HairXtensions will not accept responsibility of damage to your hair or skin due to misuse of the product. All our hair extensions have a recommended usage of 2-3 months, if you have any issues after this timeframe it is at your own risk. We suggest a patch test is carried out to ensure the client does not react negatively to certain hair extensions involving any micro-rings, tape, bonds or adhesive. We highly recommend all products that we sell are only used by trained and qualified professionals or under trained supervision. We do not recommend colouring, dying or tinting as this can damage the overall quality of the hair can cause problems such as dryness, split-ends and tangling. Any contact with keratin bonds with certain aftercare products, dye, heat and other chemicals can seriously effect the strength of the keratin. We also highly recommend a skin test before all applications, please refer to our aftercare instructions for advice.
We will not accept any faulty goods/hair back after 28 days this is because hair extensions are a consumable product during wear. If you believe the item is faulty one of our trained professionals can help you resolve any problems you have, due to almost 95% problems can be resolved by aftercare advice. If you do not contact us for aftercare advice and remove the hair without consulting us first we have the right to reject any returns. If your order is under 28 days old and we cannot resolve by our aftercare instructions we will ask you to return the goods back to us for a full inspection and testing if required. If your order is over 28 days old, we will provide you with free expert advice.
As with all of our hair extension ranges we suggest using only HairXtensions aftercare products as guaranteeing the quality of our hair products is not possible when used with other formulas. During the time of buying the extensions, the purchase of aftercare products is strongly recommended. Any hair extensions which are returned for a refund or replacement due to quality issues, must be sent along with the original proof of buying our aftercare products.
We can deal only with the account holder when communicating and inspecting any goods that they deem to be faulty. As with any items received without the correct paperwork won't be processed; therefore, it is advisable to return the goods back to us with a cover letter with your name, address and order number. Failure to provide the correct paperwork within 60 days from the date of receipt, will result in the destruction of the returned goods.
If we agree, all faulty products should reach to us within 7 days from the date of the return agreement; then only it’ll be inspected and examined, which can take a maximum of 30 days. If the poor application process or handling seems responsible for deterioration, the product won’t be considered as faulty. If the item is found to be not faulty or damaged only due to your management or chemical use, it will be rejected immediately and no replacement or refund will be considered.
We cannot guarantee the quality of the hair extensions when used in warmer climates and on holidays, as contact with chemicals and weather change may result in its discoloration. Therefore, it is advised to not let our hair extensions come in contact with sea water or water in the swimming pool that contains chlorine or using excessive heat from a hair dryer, as it can damage and discolour the extensions.
We will not refund, exchange or test any hair extensions if it is found to be dyed, tinted or coloured in any way. Customers can do it at their own risks. If you return any extensions that have been modified in anyway we will reject the return immediately.
Any hair extension that is found to be exposed to extreme heat, we won’t be responsible for the damage occurred to it.
HairXtensions will also not be held into account in case of any additional expenses because of the products being faulty, such as for the re-application or removal expenses. Customers are not only strongly advised to that only a trained professional applies before opting for permanent extensions; but also recommended going to a qualified professional for temporary extension application.
The goods are the customers responsibility until we receive the returned product back to our trading premises, we high recommend using a insured/tracked service to avoid any transit losts.
Once we decide the hair is from a faulty batch, if the customer does not return the full amount of hair extensions which were originally purchased we will only refund equivalent value or replace the same amount on a like-for-like basis.
Unfortunately we cannot replace any faulty product unless HairXtensions receives the returned original item.