Our Policies

Overview

Our policies are designed to meet the needs of a hassle-free shopping experience for us and our customers. Please review the terms and conditions carefully before making a purchase.

Shipments To Customers Policy

US Customers:

If the item(s), purchased by a US customer, is available in stock, then they are expected to receive their order within 3-4 business days. If an item(s), purchased by a US customer, is pre-ordered, meaning that the item(s) is on backorder and not yet available in stock, then they are expected to receive their order within 7-10 business days.

NOTE: Business days does NOT include weekends or holidays.

International Customers:

All customers, located outside of the US, may take between 9 to 16 business days for delivery if the item(s) are available in stock. If the item(s) are pre-ordered, meaning that the item(s) is on backorder and not yet available in stock, then it may take longer than 9 to 16 business days for delivery, depending on the shipping carrier and weather conditions.

NOTE: Business days does NOT include weekends or holidays.

All Customers:

All orders are carefully inspected before shipment to customers to ensure that all items are in perfect condition. Additionally, all orders are shipped with insurance. If an order is lost, stolen, or damaged while in transit after shipment to the customer, then we encourage our customers to reach out to the shipping carrier for assistance to file an insurance claim. We will not be able to assist in this matter.

All orders will be shipped to the billing address provided by the customer at checkout. We will NOT ship orders to any other address that is different from the billing address provided by the customer, during a standard checkout. Please ensure that all Billing & Shipping information is correct when placing an order at checkout. In addition to this, if you are placing an order via PayPal, please ensure that your PayPal shipping address is updated, as we will only use the provided PayPal shipping information.

All orders that are over $200 will require a signature upon delivery. If you are unable to provide a signature for your order at delivery, then please reach out to us immediately.

For Exchanges, depending on where you live, the time it takes for your exchanged product to reach you may vary. However, please keep track of your order through the assigned shipping carrier after we send the tracking information to you.

NOTE: All returned item(s) for a refund are subject a $50 restocking fee that WILL be deducted from your refund.

Customer Return Shipment Policy

The customer is responsible for paying for their own shipping costs for returning any items that are not due to any mishaps on our end. Shipping costs for returns are NOT reimbursed to the customer, as this would be at their own expense.

It is highly recommended that customers who are returning items to purchase shipping insurance, especially if the item(s) being returned are a more expensive cost. We don’t guarantee that we will receive the returned item(s), and we are NOT responsible for any pending return item(s) that are lost, stolen, or damaged while in transit with any shipping carrier. If you obtain a tracking number, please email us the tracking number so that we can monitor your return.

Refund, Return, and Exchange Policies

Our Refund, Return, and Exchange policies are valid for 30 days after the delivery date. If 30 days have passed since the delivery date, then we can NOT offer the customer a refund or exchange.

NOTE: All returned item(s) for a refund are subject to a $50 restocking fee that WILL be deducted from your refund.

To be eligible for a refund or exchange, the item(s) must be returned as follows:

UNUSED (NOT worn, dyed or bleached, styled, washed, etc.)
NON-DAMAGED (NOT processed or weighed down in any way with hair products or overall poor maintenance, tangled, cut, etc.)

This means that the hair or item(s) should be in the same condition as you received it AND must also be in the original packaging.

Additional Information: Refund, Return, and Exchange Policies

All refunds and exchanges will be issued once the returned item(s) is received, inspected, and approved to be in its original condition. Any item(s) that are found damaged, tampered with, etc. after inspection will NOT be entitled to a refund or exchange.

To request a return or exchange for an item(s), please simply contact us here.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s), along with the status of your refund or exchange.

There are certain situations where partial refunds are granted, and they’re as follows

Any items that are returned and approved but is missing additional item(s) from the order for reasons that are not due to our error.
Any item(s) that are returned but a few item(s) are approved for a refund, and other item(s) aren’t approved for a refund due to failed inspection.

NOTE: This does NOT apply if the returned item(s) is shipped to us with insurance, by the customer, and was missing or damaged while in transit.

ADDITIONAL NOTE: A $50 restocking fee will also be applied to all partial refunds on item(s) returned and WILL be deducted from your refund.

If you are approved for any refund, then your refund will be processed back onto the applied Credit/Debit card or to the original method of payment within 3-7 business days, depending on your financial institution.

Late or Missing Refunds: Refund, Return, and Exchange Policies

If you haven’t received your refund yet, then we encourage you to first check your financial account. Next, contact your financial institution, as it may take time before your refund is officially posted.

If you’ve reached out to your financial institution and you still have not received your refund yet, then please email us at support@freshhairexts.com

Exchanges: Refund, Return, and Exchange Policies

If a customer request to exchange an item(s) for a different item(s), then the customer is responsible for paying any difference of that exchanged item, along with the shipping fee to return the item that is requested to be exchanged. NO reimbursement will be given to the customer for the return shipping fee. Please see our Customer Return Shipment Policy. If a partial refund is to be applied for the exchange on our end, then we will apply it as required.

We ensure that each and every item(s) is in perfect condition before we ship them to our customers, and we also ensure that all orders are shipped with insurance. If an order is lost, stolen, or damaged upon delivery to the customer, then we encourage our customers to reach out to the shipping carrier for assistance to file an insurance claim. Please refer to the All Customers section above for more information. However, if you would like to request an exchange of an item, please send us an email at support@freshhairexts.com. Also, please refer to our Refund, Return, and Exchange Policies and Customer Return Shipment Policy for all returned items that are being exchanged.