Cashmere Hair RETURN/EXCHANGE/REFUND POLICY
We stand behind our hair extension quality and want you to be satisfied with them. We’ll always do our best to take care of customers — our philosophy is to deal with you fairly and reasonably.
What is the Refund/Exchange Policy?
We are proud to offer a return policy on unopened regular shade clip in hair extensions. 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 30 days of receiving your order.
• DO NOT OPEN, TAMPER WITH, OR REMOVE THE SECURITY SEAL.
• Extensions must be in all of its original packaging & not be removed from the from the packaging.
• The TESTER PIECE must be returned with the exchange/return. Your Return/exchange will not be accepted if the tester track is missing or altered. (The Tester Piece may not be dyed, cut or altered in any way.)
• Custom Lengths are final sale, and are not eligible for returns or exchanges. We recommend ordering Swatches to see the colors in person if you are unsure about the color before paying for a custom length.
• The following items are FINAL SALE and are not eligible for returns or exchanges: Wrap Ponytails, The Cashmere Hair Brush, Swatches, Full Color Ring, The Blondes Color Ring, The Brunettes Color Ring, The Ombre Color Ring, Red Head Color Ring, The Luxury Storage Bag, Extension Shine Spray, Hair Care Set, Smooth & Shine Set, Deep Treatment, Limited Edition Color Clip-In Extensions, Limited Edition Peek-A-Boo Clip-In Extensions, Custom Length Orders, Maintenance Kit, Cashmere Hair Clips, Headbands, Store & Care Set.
• 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.
All returns are subject to a 10% restocking fee. Restocking fee will be waived if customer chooses a store credit instead of a refund.
Store credit will be issued for all exchanges and you can repurchase the correct shade/length that you would like to exchange it for at your convenience. Store credit will not be issued until your exchange item is received. All exchanges must go through our exchange process, so please plan ahead accordingly if you are in a hurry.
Do I have to pay for the shipping of my return/exchange?
We do not provide shipping labels and all items returned to Cashmere Hair are done at the customers expense. For all domestic orders, the exchange will be sent back to you free of charge for shipment of the exchanged item(s), unless you choose an upgraded shipping option upon checkout. For all international orders, you will be responsible for returning the goods to us, we strongly recommend you send your item back with a tracking number to avoid lost returns. We do not provide shipping labels for returns/exchanges. Please indicate on package “RETURN, NO DUTIES” or your package will be returned to you.
Why are Cashmere Hair Extensions not exchangeable/returnable if opened?
Please understand, human hair extensions are a hygienic product. We always take matters of hygiene and public safety seriously and DO NOT ALLOW opened items to be returned for the safety reasons. This is an industry standard, & other hair extensions suppliers do not allow returns of opened items for the same reasons. No exceptions will be made. If you are unsure about the integrity of your security seal, contact our customer service at firstname.lastname@example.org.
Can I return or exchange hair if it has be colored or dyed?
Cashmere Hair is not virgin hair and has already been color altered and processed. Therefore we NEVER recommend coloring Cashmere Hair. Should you choose to dye Cashmere Hair it is at your own risk, and you can not 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 clip-in hair extensions. Exchanges will be issued STORE CREDIT and you will be able to repurchase your desired length and shade. No refunds for the price difference in length will be issued, so please choose wisely when selecting the length. If you would like assistance choosing which length before making your purchase, email us at email@example.com.
What if my order is defective or my extensions are missing a clip?
If a product is defective please send a photo of the defect along with a description to customer service at info@cashmerehairextensions and we will gladly help you to resolve the issue. Although it’s an inconvenience, broken clips are an easy fix, as there are 2 extra clips included with each set of hair extensions & instructions HERE (cashmerehairextensions.com/cliprepair/) on how to replace the clips so that you can start wearing your Cashmere Hair again. If you do not want to replace the clip yourself, you can send the track back to us, we will repair it in a timely manner and ship it back to you.
May I return/exchange Cashmere Hair Extensions without submitting a return request?
No. You need to first login to your online account and submit for a return or exchange before shipping your item back to us. (See instructions below)
How do I submit an Exchange/Return request?
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 and Comments are optional fields. Click on Submit Return Request.
How do I return my item?
All Cashmere Hair Extensions must be shipped back unopened in the original packaging. The packaging must not be opened, 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:
3451 Via Montebello
Carlsbad, CA 92009
All items will be inspected upon receipt to see if you qualify for a return/exchange. Opened merchandise will not be refunded & 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 opened and taken out of the packaging which is protected by the security seal. Refunds for orders purchased with Cashmere Hair Gift Certificates will be issued as a Store Credit that customer can access by logging into their online account. All refunds are subject to 10% restocking fee.
When will I receive my refund or store credit?
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. Store credits will be issued immediately to your online account. You can view your store credit by logging into your online account. Note: It may take a few days until your bank posts the refund to your account.
How do I redeem my store credit?
To apply store credit to an order when checking out, you need to first 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.
Store Credits & Gift Certificates:
Gift Certificates and Store Credits are valid for one (1) year from issue date.
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 unopened, the security seal is intact, you will be issued a store credit to repurchase your desired shade/length for exchange. You can choose Free Shipping (6-10 days) or upgrade your shipping option to a faster shipping option if you are in a hurry to receive your exchange. To ensure that your exchange is correct, please order the swatches that you think would be a better match to ensure the perfect exchange. You can also email us at firstname.lastname@example.org for our professional opinion of which shade would match best.
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 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. The email will also provide you with information on how to cancel the order if you would prefer not to wait for the item to be in stock again. Most out of stock items are in stock again within 1 week & sometimes sooner. Backorders will automatically be upgraded to 2-4 day shipping for *Domestic orders to get it to you even sooner. Custom lengths are not kept in inventory, 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 cashmerehairextensions.com, you must contact customer support by email (firstname.lastname@example.org) or by phone (+1) 213-222-3878. 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 (minus shipping costs).
How may I contact you?
Email us anytime at email@example.com and we will reply to you within 24 hours.
Not sure which color to order? Match your hair perfectly by ordering a color swatch from our SWATCH STORE before purchasing a full set!