Refund policy

Refunds, Exchanges & Final Sale

All custom orders are final sale

Manufacturing Defects

Our refund policy is aligned with our manufacturers’ standards, which means claims are limited to verified manufacturing defects within 30 days only. Once the hair has been installed or used, outcomes are influenced by factors outside of production, including installation and aftercare. We only accept claims for verified manufacturing defects, which are strictly limited to the following:

Excessive shedding
Severe matting

These defects must:

Must be reported within 30 days of installation and no later than 50 days from the original purchase date, regardless of when installation takes place
Be supported by clear photographic and/or video evidence
Be assessed and approved by our team before any resolution is offered

If a manufacturing defect is confirmed, we may offer a replacement or store credit at our discretion.

What is not considered a defect:

The following are not considered manufacturing defects and are not eligible for refunds, replacements, or credits:

Normal or minimal shedding
Tangling caused by improper installation, maintenance, or aftercare
Dryness due to chemical processing, colouring, or heat styling
Damage caused by bleach, toner, colour, keratin treatments, or chemical services
Improper cutting, blending, or installation techniques
Use of non-recommended products or tools
Wear and tear over time
Issues arising after the hair has been altered, coloured, or chemically treated
Incorrect colour selection, shade mismatch or incorrect items ordered.

Once hair has been installed, cut, coloured, toned, or chemically altered in any way, it is considered used and accepted.

Shipping Responsibility

All shipping costs related to defect claims are the responsibility of the client, including return shipping and any reshipment costs
We do not cover shipping, duties, customs fees, or courier charges under any circumstances
Returned items must be sent using a tracked and insured service