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Here at The Hair Extension Company, our goal is to ensure your complete satisfaction with your purchase. We aim to provide expert guidance to help you choose the best possible products for your needs. We also understand that sometimes a product just doesn't quite fit, so for whatever reason, if you are dissatisfied with your order, you can return the product for a refund or exchange within 14 days. Please contact us before you send a product back to us, including a note with your name and the reason why you are returning the product.
Please note: We cannot accept any used or worn products or products that have been tampered with.
Hair extensions are a hygiene product and should be returned in the same condition as received. This means the packaging is still intact and the gold hygiene bands are still wrapped around the hair. If you are returning hair because the colour doesn't match your own hair then you can send us a sample of your natural hair and we will do our best to get a match for you.
Please check the colour and the length before removing extensions from their packaging. If any part of the packaging (including the golden hygiene band) has been removed, we reserve the right to refuse an exchange or refund.
If you are returning goods because you believe them to be faulty then we will test the item. If the item fails then we will send out a replacement free of charge. If this is not the case and the item is not faulty then we will send the item back to you and you will be liable for the cost of postage.
We cannot accept any products that have been handled irresponsibly, i.e the item has been left on and has short circuited or overheated.
Exchanges are processed within seven working days of us receiving the item back for UK customers. International exchanges are processed within a time period of up to three weeks, depending on where you're returning the item from.
If you are returning your item for a refund, please be aware that refunds are given for the price of the item only. WE DO NOT REFUND POSTAGE. Refunds are given to the amount of the item itself, we do not refund the cost of postage unless the item is defective on receipt, in which case we will refund you the postage cost. There is a restocking fee of 10% which will be deducted from your refund.
Please Note: The buyer is responsible for the return postage cost when returning an item.