Refunds & Exchanges
You have the option to exchange or return your order within 30 days of its delivery, provided that the security seal remains intact, and the hair extensions have not been worn, tampered with, removed from their original packaging, or taken out of the main package.
Questions & Answers
What is your return + exchange policy?
Our return policy allows for returns and exchanges within 30 days for all unopened, unworn, and undamaged hair extensions, including the sample piece. Both the hair and its packaging must remain in their original, pristine condition as when they were initially dispatched to you.
Note: Any merchandise returned after the 30 day returned window will not be accepted. The return will be denied without refund, and the merchandise will not be returned to you.
How do I know If my order is eligible for a return?
All of our packaging features a sample hair piece in a dedicated compartment. You are welcome to remove the sample hair piece to assess its color, quality, and curl pattern. However, it's essential to keep the sample intact and ensure that the main compartment remains sealed to qualify for a refund or exchange. If the security seal on the main compartment has been broken, or if there is evidence of tampering with the hair, the order will no longer be eligible for a return or exchange.
Can I return my order without contacting you?
It is essential to initiate a return or exchange request through our online portal and obtain approval for your return before dispatching it. Please be aware that any merchandise returned without approval will not be accepted. The return will be denied without refund, and the merchandise will not be returned to you.
Why can't I return opened extensions?
It's important to note that human hair extensions are categorized as hygienic-sensitive products. At Curly Heaven, we prioritize hygiene and public safety, which is why we do not accept returns or exchanges for items that have been opened or tampered with in any way.
When will I receive my refund?
Our goal is to efficiently handle all returns within 2-7 business days of receiving your return (Refunds may take longer during the holiday season). We strive to complete this process as quickly as we can for your convenience. Once we have received your return and conducted the necessary inspection, a refund will be issued to your original payment method. This refund will be processed provided the following conditions are met:
- The hair extensions have not been opened, removed from their original packaging, or tampered with.
Please be aware that certain financial institutions may take anywhere from 2-5 business days or possibly longer to process the refund. We kindly request that you allow a few business days for your financial institution to reflect the refund on your statement before reaching out to us.
Do I have to pay for shipping on my return?
The customer is responsible for covering all return shipping expenses. We strongly advise using a shipping method with tracking capabilities, as Curly Heaven cannot be held accountable for any lost returns.
If we provide you with a return shipping label, please be aware that a $9 shipping fee will be subtracted from your refund amount.
What is a restocking fee?
A $20 restocking fee is applied to all returns in order to offset the time and expenses involved in inspecting, repackaging and restocking the item.
Restocking fee does not apply to exchanges.
