At Virgin Hair Nuance, we are committed to providing the highest quality products and ensuring customer satisfaction. However, we understand that sometimes a return or refund may be necessary. This policy outlines the terms and conditions for refunds, exchanges, and returns to protect both our customers and our business.
1. Eligibility for Refunds
We only accept returns for unopened, unused items in their original packaging. To be eligible for a refund, you must meet the following conditions:
- Products must be returned within 14 days of receipt.
- The product must be in the same condition that you received it, without being washed, altered, or installed.
- The packaging, including any seals or labels, must be intact.
Non-Refundable Products:
- Customized or altered products, including dyed or chemically treated hair.
- Clearance or sale items.
- Gift cards or promotional products.
2. Requesting a Refund
To request a refund, please contact us at [email protected] within 14 days of receiving your order. Please include the following information in your email:
- Order number
- A detailed reason for the return
- Photos of the product (if the item is damaged or incorrect)
Our support team will review your request and respond with instructions for the return process, including a return shipping address.
3. Return Shipping
The customer is responsible for the cost of return shipping unless the product is defective or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
In cases where the product is defective or incorrect, Virgin Hair Nuance will cover the return shipping costs. Please ensure that items are packaged securely to prevent damage during transit.
4. Refund Processing
Once your return is received and inspected, we will send you an email to notify you of the status of your refund. If approved, your refund will be processed within 5-7 business days and applied to the original method of payment.
Please note:
- Shipping costs are non-refundable unless the item was defective or incorrect.
- We reserve the right to deduct a restocking fee of 10% for returns that do not meet our full return criteria.
- If the returned product shows signs of use, alteration, or damage not caused by our company, we reserve the right to refuse the refund or offer a partial refund at our discretion.
5. Exchanges
We do not offer direct product exchanges at this time. If you would like to exchange a product, you must first return the original item for a refund (if eligible) and place a new order for the desired product.
6. Damaged or Defective Products
If you receive a damaged or defective product, please contact us at [email protected] within 3 days of receiving the item. We will ask you to provide:
- Your order number
- Photos of the damaged or defective product
We will assess the damage and arrange for a replacement, return, or refund, depending on the situation. Virgin Hair Nuance will cover the return shipping costs for defective or damaged items.
7. Incorrect Orders
If you receive the wrong product, we apologize for the inconvenience. Please contact us at [email protected] within 3 days of receiving the order. Include your order number and photos of the incorrect product. We will arrange for the correct item to be sent to you as soon as possible.
8. Sale and Clearance Items
Only regular-priced items may be refunded. Sale and clearance items are final and cannot be returned or refunded.
9. Order Cancellations
Orders can only be canceled within 24 hours of being placed. After this period, the order will be processed and shipped, and you will need to follow the return process if you wish to return the item.
10. Late or Missing Refunds
If you haven’t received a refund yet, please check your bank account or credit card company again. It may take some time before your refund is officially posted. If you’ve done this and still have not received your refund, please contact us at [email protected].
11. Fraudulent Claims
We reserve the right to refuse any refund or return request that we suspect is fraudulent or part of a pattern of abuse. Virgin Hair Nuance will also blacklist customers who attempt to make fraudulent claims or abuse the refund policy.
12. Return Address
Once your refund request is approved, you will be provided with the appropriate return shipping address.
13. Contact Information
For any questions regarding our refund policy or to initiate a return, please contact us at [email protected].