Refund policy

RETURN & REFUND POLICY (EU / NL COMPLIANT)

1. General Information

This Return & Refund Policy applies to all purchases made through our website.
We sell hair extensions and related products, which are considered hygienic goods under EU consumer law.

By placing an order, you confirm that you have read, understood, and agreed to this policy.

2. Right of Withdrawal (EU Consumer Law)

In accordance with EU consumer legislation, customers have the right to withdraw from their purchase within 14 days of delivery, provided that the product remains unopened and fully sealed.

The right of withdrawal expires immediately if the hygienic seal has been broken after delivery.

3. Hygienic Products – Important Exception

Due to hygiene and health protection reasons, hair products are excluded from the right of withdrawal once the seal has been broken.

This applies to all:

  • Hair bundles
  • Wigs
  • Closures
  • Frontals
  • Any other hair extension products

If the seal is broken, the product is no longer eligible for return, refund, or exchange.

4. Conditions for an Eligible Return

A return is only accepted if all of the following conditions are met:

  • The return request is submitted within 14 days of delivery
  • The product is unopened
  • The original zip seal is completely intact
  • The product has not been worn, installed, washed, brushed, cut, colored, bleached, or altered
  • No products (including oils, sprays, styling products, or heat) have been applied
  • The product is returned in its original packaging, in resalable condition

If any of these conditions are not met, the return will be refused.

5. Non-Returnable Items

We do not accept returns or refunds for:

  • Opened or unsealed hair products
  • Used, installed, washed, brushed, or altered hair
  • Hair exposed to chemicals, heat, or products
  • Items returned due to personal preference (including dissatisfaction with texture, length, color, or style)
  • Items returned based on advice from a hairstylist
  • Sale or promotional items
  • Custom-made or personalized items, including colored or specially treated hair bundles, as these are created based on the customer's request and cannot be resold.

6. Return Procedure

To request a return, you must contact us within 14 days of delivery.

Returns sent without prior approval will not be accepted.

Customers are responsible for:

  • Safe packaging of the return
  • All return shipping costs
  • Any loss or damage during return transit

7. Refunds

If a return is approved and complies with EU consumer law:

  • A refund will be issued to the original payment method
  • Original shipping costs are non-refundable

Refunds are processed after inspection of the returned item.

8. Damaged or Incorrect Items

If you receive:

  • An incorrect product, or
  • A product that is damaged upon arrival

You must notify us within 24 hours of delivery, including clear photo and/or video evidence.

After review, we may offer:

  • A replacement, or
  • A refund, where legally required

9. Final Sale Items

Items marked as sale, discounted, or promotional are final and not eligible for return or refund, unless the item is defective or incorrectly delivered.