Return & Exchange
Your satisfaction is our satisfaction. We are so confident of the product quality that we allow customers to inspect and match the hair with you before you decide to keep it or not within 30 days of delivery. As long as you carefully follow our instructions below, the return procedure is easy and simple, and there is NO restocking fee charged for returned items.
(**LOCAL CUSTOMER VISIT, PURCHASE, PICKUP, EXCHANGE OR DELIVERY SERVICE AVAILABLE**)
We are located in the Downtown New Rochelle (close to the Train Station), a city just north of NYC. Nearby customers are welcome to visit us for purchase, pick up or exchange for your order during our open hours (9am EST-6pm EST Monday through Friday; 11am -1pm Saturday), in case you need to catch an event in a hurry, or you find it's hard to get the right color extensions just based on pictures and varying computer screens. If you can't be available during the above times, please simply email or call us for an appointment time to come or for our direct delivery. We'll do our best to accommodate your schedule.)
Once you receive your ordered item, please first check the following to make sure you receive the item that is exactly ordered.
1. Examine the packaging labels
Review your invoice page and package labels to confirm color match, length, style and set before touching the inside hairpieces
Read the note regarding the return eligibility at the bottom of your invoice paper.
2. Touch inside hairpieces to inspect hair quality and color
- Do Not open the two golden (or the silver) Security Ties holding the extensions together;
- Do Not remove the hair extension set from the long supporting cardboard to which hair extensions are attached;
- Do Not spot, alter, spray or liquid anything on the extensions and packaging materials in any way;
- Do Not cause any odor on the extensions and packaging materials except its brand new smell.
However, You May Do:
You may gently take the supporting cardboard with the hair extensions out of the opening of the plastic bag and take off the net. This will allow you to gently touch the hair (texture and thickness) and match the color against your own hair before a mirror, which should be enough for you to determine if this set is the right choice.
If you find the set is not the right choice at this step, please gently put on the net and push the cardboard with the extensions slowly into the bottom opening of the bag and then throughout its body. Then shake a little bit to make sure everything is back to original packaging conditions, then seal the plastic bag. Then contact us promptly for return or exchange.
Please be assured that our hair quality is guaranteed. And we are happy to offer replacement hair at no cost to customers, if, for any reason, the hair you've received happens to have any defective issue.
Please note: A) NOT carefully following the above instructions may result in the ineligibility of a return.
B) Due to health and hygiene, non-defective extensions are eligible to be accepted only if they 1) are NOT opened, used, worn, perfumed or tempered with, or, removed from its two golden (or the silver) security ties and from the long supporting cardboard; and 2) are in original packaging and resellable conditions.
C) Defective products (though very rarely) are returnable if they are kept as close to their original conditions as possible, regardless of whether they are opened or not. However, a return is not acceptable if a customer has opened and used a properly-working set but still tries to return it by purportedly or falsely claiming it's "defective", "damaged", "fake" or "not working properly", etc.
3. Return for Exchange Procedure
1) Please contact us by email as soon as you make your decision within the 30 calendar days of our delivery.
2) In order to keep the extensions in its original conditions as much as possible, please gently repackage all the items as received from us into a envelope or box that is large enough to hold everything inside properly. You may attach a sample of your own hair or at least one or two true color photos of your hair (taken in outdoor natural light without flash), letting us find the better match for you.
3) You are responsible for the return shipping costs and we suggest you have a tracking number. (For international orders, please write down or indicate on the parcel “Return, No Duties”).
4) Upon receipt of your returned package, we will notify you via email within 24 hours and inspect it as soon as possible. If the merchandise is kept meeting the return policy, we'll process (if any price difference involved) an exchanged item and ship it out upon your instructions.
However, if the returned merchandise is not in compliance with our return policy, the refund will not be issued, nor can we ship it back to you without your payment for the reshipping back costs.
Please note: we also offer the Expedient Return for Exchange option. The procedure is the same as above, except that you place a new order first to allow us to ship to you immediately, then go through the procedure below for the return for refund.
4. Return for Refund Procedure
1) Please contact us by email as soon as you make your decision within the 30 calendar days from our delivery.
2) In order to keep the extensions in its original conditions as much as possible, please gently repackage all the items as received from us into a envelope or box that is large enough to hold everything inside properly.
3) You are responsible for the return shipping costs and we recommend you to mail it back with a tracking number. (For international orders, please write down or indicate on the parcel “Return, No Duties”).
4) Upon receipt of your returned package, we will notify you via email within 24 hours and inspect it as soon as possible. If the merchandise is kept meeting the return policy, a refund (the total payment from you less the actual shipping expenses incurred to us) will be credited back to your original credit card. (For a first class package, the USPS shipping cost by us - postage & insurance - is about $4 to $5 in total; for a USPS priority 2/3-day package, the cost is $6.5 to $8.8 in total, depending on your domestic shipping destination and whether a signature tracking is used).
However, if the merchandise is not in compliance with our return policy, a refund will not be issued, nor can we ship the merchandise back to you without your payment for the reshipping costs.
In the event an item is damaged, defective or not working properly when you receive it, it's returnable even if it has been opened. Upon receipt of your return and after our inspection, a refund (the total payment from you less the actual shipping expenses incurred to us) will be back to your original credit card.
Mailing and Return Address
- Hair Beauty Supply LLC, 85 Crescent Ave, New Rochelle, NY 10801 USA