Refund policy
RETURN/EXCHANGE POLICY
RETURNS & REFUNDS: We do not offer refunds or accept returns for items that have been opened and tampered with. This is due to the hygienic and sanitary nature of the products. Once the packaging of the hair extensions has been opened and tampered with, they cannot be returned for health and safety reasons.
EXCHANGES: Exchanges are allowed if returned within 7 days after the delivery date if the items in the order have not been tampered with. The customer will be responsible for the cost to re-ship items for exchanges. We will send an invoice to be paid before the exchange can be shipped out.
CONDITION: Returned items must be new, unused, with original tags and packaging. Once hair extensions are installed, worn, or altered, they are non-returnable.
DEADLINE: No returns/exchanges are accepted after 7 days from the delivery date.
RESTOCKING FEE: A 20% restocking fee applies to all opened packaging or items not returned in the same condition (e.g., tangled, fingers run through, visible alteration, requiring re-washing).
A 20% restocking fee will also apply to all orders if:
-Customer ordered the wrong product and wants to return item(s)
-Customer changed their mind after placing an order and returns item(s)
CANCELING AN ORDER: Customers can cancel their order within 24 hours to receive a refund minus a 10% cancellation fee. After 24 hours, orders cannot be cancelled.
RETURN PROCESS: Contact customer service (shopplatinumlabelhair@gmail.com) for confirmation of your return being accepted. Please provide a clear explanation of the issue and, if possible, include supporting images. Upon receiving the returned item(s), our team will inspect it for eligibility based on the stated reasons and process accordingly.
After you have received email confirmation of the return being accepted by Platinum Label Hair Co, pack the item in the original packaging, and mail it to the provided address below. Please note, the customer will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.
MANAGERS DISCRETION: Restocking fees for returns and exchanges are determined at the discretion of Platinum Label Hair Co. If you have any questions or concerns, please email us at shopplatinumlabelhair@gmail.com prior to shipping your purchase.
Also please note:
- Texture is a preference and varies from person to person. If the customer is not satisfied with the texture of their order, the order can be exchanged for a different item, with payment for any price difference.
- Additionally, if you receive your order and are not satisfied with the item(s), please send an email with your concerns to shopplatinumlabelhair@gmail.com. You may be eligible to return the item(s) to receive a refund minus a 20% restocking fee if the item(s) are returned within our timeframes and in new condition. Please note that shipping fees are not refundable.
- Promotions used in original order may not be applied to exchange order.
Note: This policy is subject to change, and any updates will be communicated on our website.