Exchange & Returns
Items must be received within 60 days of the date order was placed. We handle returns on a case-by-case basis with the ultimate goal of making our customers happy. We stand behind our goods and services, and want customers to be satisfied with them. We'll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably. We have long believed that when we treat our customers fairly, they in turn are fair with us.
We do not provide return labels. DO NOT REUSE the original shipping envelope when shipping an item back to us, or your item may be returned to you. We recommend adding tracking, as Cashmere Hair will not be responsible for lost packages. INTERNATIONAL: Please write "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.
Due to hygienic and sanitary reasons there is a strict "no refund" policy on used and opened product. No exceptions will be made. Human hair extensions are considered a hygienic product. This is an industry standard and other hair extensions suppliers do not allow returns of opened items for the same reasons. Security seal must be intact. If you are unhappy or have an issue with the product you received, please contact our customer service team so that we can assist you further.
- Final sale items: sale items, color rings, swatches, haircare, accessories, lashes, all hand-tied extensions, and hand-tied accessories.
Any purchase using a promotional code for a Free Product must also include the free product upon return. Full purchase price of free product will be deducted from your final refund if you decide to keep the item.
All items will be inspected upon receipt to see if you qualify for a return/exchange. Altering the hair in any way is at your own risk and quality can not be guaranteed, therefore returns will not be accepted once the product has been altered. Altering includes cutting, trimming, razoring, removing clips, toning, dying, coloring, purple shampoo, color depositing products, perming, chemical straightening, henna, swimming in chlorine water & more.
We recognize that returns are important to our customers. To ensure a positive shopping experience for all our customers, if we identify an unreasonable return pattern, we may restrict or refuse future transactions from such customers.
HAND-TIED EXTENSION PRODUCTS
FINAL SALE. NO EXCEPTIONS. All Hand-tied extension products are FINAL SALE. Genius-Weft extensions, Hand-tied extensions, Flat weft extensions, & hand tied color rings are NOT eligible for returns or exchanges.
If there are any quality concerns, please contact customer service at 213-222-3878 or firstname.lastname@example.org. Hair must be returned the hair in its’ original condition so we can determine if there's a defect. Once hair is removed from the original packaging, the hair cannot be replaced for any reason.
The Gift Wrapping option is non-refundable. NO EXCEPTIONS. Gift wrapping is $5 for each individual item to be gift wrapped.
HOW TO SUBMIT AN EXCHANGE/RETURN
Fill out the return form included with your order, or log into your your online account and submit for a return or exchange. If you do not submit a return request/slip order may not be processed.
1.) To request a return of one or more items in an order, login to your account and navigate to “My Account”.
2.) Navigate to the Completed Orders section and click on the “Return Item(s)” button (far right).
3.) In the next screen select the products you want to return using the “Qty. to Return” drop down boxes, choose the “Return Reason”, the “Return Action”. Use the “Comments” box for any additional details regarding your request. Click on “Submit Return Request”.
4.) Mail the return back to us. The TESTER PIECE must be returned with the exchange/return in it’s original form if the product included one, in order for your return to be processed.
PLEASE SEND RETURNS TO:
1645 S. Rancho Santa Fe Road
San Marcos, CA 92078
Please to not come in person to the above address. It is 'closed to the public' and we will not be able to process your return.
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@example.com or 213-222-3878 with your order number and detailed information. We will be happy to make it right.
WHAT IF MY HAIR EXTENSIONS HAVE A BROKEN CLIP?
There are 2 extra clips included with each set of hair extensions & instructions are HERE. You may also contact us & we can repair it for you. Broken clips must be reported within the first 15 days of receiving your order for repair. Any clips that break or that are not reported to us within the first 15 days of receiving your order will not be eligible for repair and you will need to replace the clip following our instructions here: https://cashmerehairextensions.com/cliprepair/. Do not send it with signature delivery or certified mail. Tracking is highly recommended, if you do not include tracking, and your track gets lost, you will not be sent a replacement. If you need additional clips, contact us at firstname.lastname@example.org.
There is a 10% restocking fee for all returns that will be automatically deducted. A refund will be issued to your original payment method after your return has been approved. Refunds for orders purchased with Cashmere Hair Gift Certificates will be issued as a Store Credit can be accessed by logging into you online account. Additional restocking fees may be applied under some circumstances. All e-gift card purchases are final sale and non-refundable. Tester pieces must be included with the returned product in order for your return/exchange to be processed. An additional restocking fee will be deducted from your return or exchange if the tester piece is missing from your returned item. The TESTER PIECE must be returned with the exchange/return in it’s original form. If it is missing, damaged or altered, a 20% restocking fees will be deducted.
On exchanges, a shipping charge of $4.99* will be deducted from the store credit to cover shipping costs on your exchange order if free shipping is selected. *Fee subject to change based on current shipping rates. Store credit will be issued to your online account for exchanges once your item is received. Call our customer service if you would like an expedited exchange. You can view your store credit by logging into your online account. The TESTER PIECE must be returned with the exchange/return in it’s original form. If it is missing, damaged or altered, a 20% restocking fees will be deducted.
HOW TO REDEEM STORE CREDIT
To apply store credit to an order when checking out, you need to log into your account. Once logged in you will see the available store credit listed in the “My Account” menu. When you go to check out, you will be given the option to use the store credit to pay for your order or to use an alternative payment method and save the store credit for a future purchase. See images below:
ORDER CANCELLATION POLICY
To cancel an order you have placed with cashmerehairextensions.com, you must contact customer support by email email@example.com or by phone (+1) 213-222-3878 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, returns to sender, and/or for any other reasons that are attributable to customer error, the customer will be assessed a 10%-25% restocking fee and full shipping charges, and Route premium if applicable.
Route premium will not be refunded with your return/exchange.