REFUND POLICY

RETURN, EXCHANGE, REFUND POLICY

What is the Refund/Exchange Policy?
We understand that there may be a case in which you need to return or exchange your order. We are more than happy to accommodate eligible* returns/exchanges within 7 days of receiving your order.

Why are TrueHair Extensions not exchangeable/returnable if used?

Human hair extensions are a hygienic product and cannot be returned or exchanged once they have been used. We always take matters of hygiene and public safety seriously and DO NOT ALLOW used items to be returned for the safety reasons. This is an industry standard, and other hair extensions suppliers do not allow returns of used items for the same reasons. No exceptions will be made. If you are unsure about the integrity of your TrueHair Extensions, contact our customer service by email at [email protected]

Eligibility:
• Extensions must be in all of its original packaging & not be used and any form, this includes wash, straighten or colored.

• Promotional items must be included with your return for a refund. Any purchase using a promotional code for a Free Product must also include the free product to receive a refund. Full purchase price of free product will be deducted from your final refund if you decide to keep the item.

About Returns
All Returns will be charged a 10% restocking fee. 

All exchanges must go through our exchange process which can take 2-3 days to process once we receive it. We do not process returns on weekends. Please plan ahead accordingly and call our customer service if you are in a hurry. 

Shipping Labels
We do not provide shipping labels for returns and exchanges. We strongly recommend you send your item back with a tracking number to avoid lost returns.

International Returns
Please write on outside of package “RETURN, NO DUTIES” or your package may be returned to you.

Can I return or exchange hair if it has been colored or dyed?

TrueHair Extensions is virgin hair and has already been color altered and processed. Therefore, we NEVER recommend coloring TrueHair Extensions. Should you choose to dye TrueHair Extensions it is at your own risk, and you cannot make a return or exchange once the hair has been dyed.

Can I exchange my hair extensions for a different length?
We accept exchanges for a different length & colors for eligible hair extensions.If you would like assistance choosing which length before making your purchase, email us at [email protected]

What if my order is defective?
If a product is defective please send a photo of the defect along with a description to customer service at [email protected] and we will gladly help you to resolve the issue.

May I return/exchange TrueHair Extensions without submitting a return request?

NO! You need to submit a claim via email to [email protected]. We will contact you via email or phone. Once you hear from our customer service representative, we will provide you return instructions, then you may ship your item(s) back to us.

How do I return my item?

All TrueHair Extensions must be shipped back in the original packaging. The packaging must not be torn or defaced in any way or a return will not be issued. A copy of your invoice must accompany your return/exchange to facilitate tracking of your returned product and to expedite your refund. Please note that refunds/exchanges for merchandise returned without submitting for a return/exchange will be denied.
Where to I send my return/exchange items to?
Please send your return/exchange to:

TRUEHAIR EXTENSION
P.O. Box 17442, Memphis, TN 38187-0442

All items will be inspected upon receipt to see if you qualify for a return/exchange. Worn/tampered merchandise will not be refunded or eligible for an exchange & will be returned to you in the condition they were received.

How will I receive my refund?

A refund will be issued to your original payment method after we have received, inspected and confirmed that the returned hair extensions were not worn or tamper with. Returns are subject to 10% restocking fee.

When will I receive my refund?
Returns will be refunded to the original form of payment within 1-3 business days after we receive your return. Please allow 2-3 business days after your return is received at our Returns Center for processing.

When will I receive my exchanged items?
Please allow 2-3 business days after your return to arrives at our Returns Center for processing. Once we have received, inspected and approved that the hair extensions are not worn or tamper with, you will be issued a store credit to repurchase your desired shade/length for exchange.

What if I was shipped the wrong product?

If you receive the wrong product, we apologize and we will do our best to quickly fix our mistake. Please contact us asap at [email protected] or 901.428.5051 with your order, and detailed information and we will be happy to make it right.

Out of Stock Policy:
Our inventory can fluctuate throughout the day, so an item indicated as “in stock” when you place your order may, in fact, be out of stock. In this event, we make every effort to contact you by email immediately to notify you that your order will be placed on backorder. Most out of stock items are in stock again within 1-2 weeks & sometimes sooner. Backorders will automatically be upgraded to 2-4 day shipping (*Domestic orders only) to get it to you even sooner. Custom length items are not kept in stock, but can be special ordered for you and are shipped within three to four (3-4) weeks.

Order Cancellation Policy:

To cancel an order you have placed with TrueHair.com, you must contact customer support by email [email protected] or by phone 901.428.5051 before it has been SHIPPED. Every effort will be made to accommodate the cancellation of your order as long as it has not yet shipped. When contacting customer support to cancel an order, please be ready to provide your name, the order number, and your contact information. Please note that if the item has shipped, the order cannot be canceled. In this case, you can request to return the item for a refund.

Delivery Refusal & Failure To Retrieve:
When a customer places an order online and then subsequently refuses to accept delivery of the order, and for any other reasons that are attributable to customer error, the customer can be assessed a 10% restocking fee and full shipping charges.

How may I contact you?

Call us during business hours from 10:00am - 5:00pm central time at 901.428.5015 or email us anytime at [email protected] and we will reply to you within 24 hours.