Can my customer exchange a product?

Scenario 1: Customer wants to exchange a different length or style.

You can initiate an exchange request 15 days upon receiving a product (marked delivered on the shipment tracking page) ONLY if the merchandise is sent back to us in the original condition as it was when it was sent out.

Step 1. Please ask your customer for a video and photos of the item in the original condition.

Step 2. Then you can submit the request for an exchange on our exchange policy page.

Step 3. Send the item back to our New Jersey USA mailing address within 15 days after initiating the request.

Step 4. Once we receive and examine the returned package, the total order amount MINUS the original postage will be credited to your account in store credit so you can place the new order.

You must initiate the exchange request BEFORE sending the item back, otherwise, we won’t know whose package it is since all Dropship orders are white-labeled.

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Scenario 2: customer says the product has defects and wants to exchange.

If a customer says a product has defects, you can initiate an exchange within 15 days upon the package is signed for.

Step 1. Ask your customer for a video and pictures of the product’s defect. If we are at fault, we are more than glad to arrange a free exchange quickly!

Step 2. Then you can submit the request for an exchange on our exchange policy page. Make sure to mark “wrong products” on the form.

Step 3. We will take a look at your video and photo materials to see if the defect is valid. If we are at fault, we will issue a shipping label for sending the item back.

Step 4. DO USE our return label to send the package to our New Jersey USA location within a reasonable time frame of 15 days after initiating the request.

Step 5. A full credit INCLUDING the original shipping will be credited back to your account as store credit so you can place the order for an exchange.

We only honor free exchange (your original postage will be issued back to you) if (1) we sent out a wrong item (2) we made a shipping mistake (3) there is a factory defect, such as lace is ripped, hair is cut, hair isn’t the correct length.

The product MUST be returned to our NJ location in the original condition as it was sent out for us to issue the full credit back to you. If we see that the product has been tampered with and not in the original condition, we will not honor an exchange.

Some people use their hair extensions incorrectly but want to force a refund from the company after ruining the merchandise themselves. Hair products are highly hygienic products, by the laws, businesses should reject returns of used hair. We also practice this policy under the laws.

Please understand that we ask for photos and videos because your order is sent out with white-labeled packagings. If you do not submit the form, we won’t know whose package it is thus might delay your store credit until we can identify the buyer.