If it is evident that you have received an incorrect or defective item, we accept returns on unopened and unaltered products within 7 days of product delivery, minus a non refundable fee of $25 to cover the credit card processing fee. Unfortunately, once the bank has processed the payment, they do not issue refunds.
To request a refund, please contact customer support with your order number along with pictures and/or video proof of defect by email to firstname.lastname@example.org. Please note that all returns need to be authorized and processed in writing by email, not by telephone or DMs on social media.
Once return is authorized, you will be provided with instructions and a return address to ship your item(s) back. All hair must be shipped back unworn, unaltered and in its original packaging with tags and seals intact - the same condition you received it. Altering the product in any way will void any rights you have to a product return.
- 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.
We strive to deliver the best so if we determine that you have received a defective product, we will replace it immediately. If we determine that the product in question is free of defects, it will be shipped back to you at your expense, without a refund or exchange.
What if the package gets lost or stolen?
All packages shipped from ExtenCity have a tracking number. Each time the package is handled by the courier company, they will update their system and ensure the package is delivered to the address provided. Please note, a signature is required for all deliveries. You can check the whereabouts of your order here.
If you have received a defective item and need to return it to us, 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 packages that get lost or stolen in the shipping process. You will not receive a refund for lost/stolen packages.
ExtenCity will work with your chosen courier company whether it be USPS, DHL Express or FedEx to try and locate your package and file an insurance claim if necessary.
Upon receipt of the defective item, a replacement will be processed within 5-7 business days and reshipped to you within 3-5 business days.
FRAUD DETECTION POLICY
ExtenCity Hair takes serious precautions against fraud of any kind. In the event that fraud has been detected, ExtenCity Hair will take legal action, including but not limited to contacting lawyers, law enforcement, and/or filing lawsuits. This policy also includes fraudulent disputes. To avoid any complications, we suggest only using payment methods that are legally registered in your own name and at your own address.
Please feel free to contact our customer service team with any questions before ordering to ensure a smooth ordering experience.
Have a question?
Please refer to our most frequently asked questions here, contact us at email@example.com or by phone at 1.844.951.2489. We are always happy to help :)