Return Policy

Return Policy

Due to the nature of our business, all sales are finalWe cannot accept or resell used hair for hygienic reasons. Here at ExtenCity Hair, we take the safety and well being of our customers very seriously. This policy is in effect to comply with the federal law. When you make a purchase from our online store, you legally agree to these terms before check out. 

We strive to deliver the best products possible and maintain a high level of quality assurance. Our hair and other products are thoroughly inspected to ensure that they are of the highest quality before they are shipped. Your satisfaction is our primary goal and we take the steps necessary to make sure that you’re receiving the best that we have to offer.

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?

At ExtenCity Hair, your health and safety is our number one priority and for this reason, we do not accept product returns or exchanges.

We will replace products that were shipped in error and rectify the mistake as soon as possible. If it is evident that you have received a defective item, we can only offer an exchange within 7 days of product delivery, no exceptions. The product can 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 to 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. Altering the product in any way will void any rights you have to a replacement. 

  • 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 replacement or exchange.

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.

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 or by phone at 1.844.951.2489. We are always happy to help :)