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Return Policy

Return Policy

Due to the nature of our products, ALL SALES ARE FINAL. This policy is in effect to comply with the federal law. We cannot accept used hair for hygienic reasons and here at ExtenCity Hair, we take the safety and well being of our customers very seriously. When you make a purchase from our online store, you legally agree to these terms before check out. There will be NO EXCEPTIONS. 

1. Can I cancel my order?

We do not process cancellations or refunds after 24 hours of purchase. Due to our high volume of orders, we have a structure in place to ensure that each item is carefully inspected and shipped out as soon as possible. We cannot under any circumstances cancel a shipment once it has already been processed and in transit. 

We apologize for any inconvenience this may cause. Please be sure to review your order carefully before placing it.

2. Can I make an exchange?

If it is evident that you have received a defective item, we offer exchanges within 7 days of product delivery. The product can only be exchanged or replaced for an item of equal or greater value. Please contact customer support with your order number along with pictures and/or video proof of defect by email at support@extencityhair.com. Please note that all returns and exchanges need to be authorized and processed in writing, not by telephone. 

Once exchange is authorized, you will be provided with instructions and a return address to ship your item(s) back. All hair must be shipped back in it's original packaging with all seals intact, unworn and unaltered in the same condition you received it. An exchange will not be issued if the hair has been tampered with in any way. 

  • Hair bands or tags cut
  • Item returned without original packaging it came in
  • Wet hair, dyed, conditioned or chemically altered
  • Lace cut, bleached or tinted
  • Hair worn, cut, washed, colored
  • Combed, curls brushed out, any physical alterations, etc.  

3. What if I am just unhappy with my order?

If for any reason you are not pleased with your order, please contact us as soon as possible (within 7 days of receiving) and we will try our very best to find a solution that meets your needs. We at ExtenCity Hair value our customers and strive to provide the best service possible.

Please note, we do not  accept refunds to comply with the federal law. When you make a purchase from our online store, you legally agree to these terms before check out. There will be NO EXCEPTIONS. 

4. What if it gets lost or stolen?

Please use a trackable shipping method, signature confirmation and keep your postage receipt just in case your package gets lost by your shipping courier. ExtenCity Hair is not responsible for any hair that gets lost or stolen in the shipping process. We will work with DHL Express or FedEx to try and locate your package and file an insurance claim if necessary. 

Upon receipt of your package, the replacement will be processed within 72 hours and reshipped to you within 3-5 business days.

 

Have a question?

Please refer to our most frequently asked questions here, contact us at support@extencityhair.com or by phone at 1.844.951.2489. We are always happy to help :)