RETURN, EXCHANGE, REFUND POLICY
What is the Refund/Exchange Policy?
We are proud to offer a return policy on unopened 7 Piece 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.
HOLIDAY RETURNS: We offer 60 days on eligible* items for a return or exchange for orders purchased between November 21, 2018- December 31, 2018.
Incorrect, Missing or Defective Items:
Contact us at firstname.lastname@example.org within 7 days of receiving your order to report a problem and to receive instructions.
If you suspect your extensions may be defective, email us at email@example.com. You must inspect your order immediately after opening it. Altering any hair extension products in any way voids your ability to return the extensions. Any alterations to the hair or wefts, including cutting, coloring, dying, hair color, toner, color depositing products, chemical treatments, razoring, removing the original clips, and others not listed, will prohibit return or exchange requests. If alteration or damage is visible, the item will not be accepted back for a return or exchange and will be mailed back to you in the condition it was received.
Why are Cashmere Hair Extensions not exchangeable/returnable if opened?
All items will be inspected to see if you qualify for an exchange, as opened merchandise will not be exchanged.In the case of hair extensions, your right to return is only valid if the hair extensions have not been removed from their original packaging and are in their original brand new sealed condition and the tamper seal/guarantee void seal/packaging has not been tampered with. Once the tamper evident/guarantee void seal has been removed or the packaging has been tampered with, they will not be eligible for a refund or an exchange. Human hair extensions are a hygienic product and cannot be returned or exchanged once they have been opened. 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, and 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 by phone or email at firstname.lastname@example.org.
• 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 piece 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, Cashmere Hair Brush, Swatches, Full Color Ring, Blondes Color Ring, Brunettes Color Ring, Ombre Color Ring, Red Head Color Ring, 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, 3 Step Maintenance Kit, Store & Care Set, One Piece Extensions.
• 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 will be charged a 10% restocking fee. Restocking fee will be waived if customer chooses a store credit instead of a refund.
Store credit will be issued to your online account for exchanges. You can repurchase the correct shade/length that you would like to exchange it for at your convenience once store credit has been issued. Store credit will not be issued until your exchange item is received. 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. Store credits may be issued to your account without notification & will be issued as soon as we process your exchange.
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, and to view expected delivery.
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?
No, 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. We do not recommend using toner, purple shampoo, or color depositing products on Cashmere Hair® Extensions. Since Cashmere Hair Extensions are specifically colored to our shades, we can not guarantee the outcome of any color depositing shampoo/products, purple shampoo, or toners or dyes. We are not responsible and can not accept any returns or exchanges on hair extensions that have been treated with dye, toner, or color depositing shampoos/conditioners/products.
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. Any remaining amount will be redeemable as store credit. If you would like assistance choosing which length before making your purchase, email us at email@example.com.
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 info@cashmerehairextensions and we will gladly help you to resolve the issue.
What if my extensions have a broken clip(s)?
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?
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) If you do not submit a return request your item will be rejected and shipped back to you, or store credit may be issued. (I can't log in to my account) (Download Return Form)
How do I submit an Exchange/Return request online?
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.
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:
2647 Gateway Road
Carlsbad, CA 92009
All items will be inspected upon receipt to see if you qualify for a return/exchange. Opened/tampered/worn 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 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. Returns 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 within 2-3 days to your online account. You can view your store credit by logging into your online account. Note: It may take a up to 10 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. 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 better.
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. 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 cashmerehairextensions.com, you must contact customer support by email firstname.lastname@example.org 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, 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 at 213-222-3878 or email us anytime at email@example.com or firstname.lastname@example.org 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.