Política de reembolso

Hero Remy Hair After-Sales Policy

1.Do you have a return policy or exchange policy?
Yes, we are pleased to offer a return policy on unopened hair extensions within ninety (60) days within you receiving your order. We find that we have very low return rates and we are proud of the high quality hair extensions that we offer. However, we understand that there may be a case in which you need to return or exchange your order and we are more than happy to accommodate returns and exchanges on hair extensions that have not been opened, worn or tampered with.
2. Eligibility for Return & Exchange
Eligible Items
Unopened, unused hair extensions with original packaging and intact tags.
Defective, damaged or wrong items received (subject to verification).
Ineligible Items (No Return/Exchange)
Hair extensions that have been worn, washed, dyed, cut or altered in any way (hygiene requirement).
Items without original packaging, tags or missing key parts.
Clearance items, pre-order products, custom-made items and hair accessories (clips, combs, etc.).
Products that have passed the 60-day return/exchange window.
3. Return & Exchange Process & Policy
Step 1: Initiate Request
Contact our customer service first with your order number and clear reason for return/exchange within the 60-day period.
Step 2: Eligibility Verification
Our customer service will confirm whether your item meets the return/exchange requirements within 24 business hours.
Step 3: Ship Back the Item
If your request is approved, please ship the item back in its original condition (unopened, unused, with full packaging and tags) within 7 business days of approval. We recommend using trackable shipping to prevent package loss.
Step 4: Inspection & Processing
Refund: We will inspect the returned item upon receipt. For eligible returns, refunds will be processed within 5-7 business days and credited to your original payment method. Original shipping costs are non-refundable.
Exchange: For eligible exchanges, we will ship the replacement item to you within 3-5 business days after inspection.
Additional Policies
Color Difference: Slight color variations caused by device displays, lighting or shooting angles are not product defects. Costs for returns/exchanges due to color dissatisfaction will be borne by you.
Order Cancellation: You can cancel your order within 24 hours of placement (if not shipped). Once shipped or produced (for custom items), cancellation is not allowed.
Restocking Fee: No restocking fee will be charged for valid returns. If the returned item is damaged, missing parts or has incomplete packaging, we reserve the right to deduct a reasonable handling fee from the refund.
International Orders: You are responsible for return shipping costs and any customs duties for international orders. We are not liable for lost or damaged packages during international return shipping.
4. Defective/Wrong Item Compensation
If you receive a defective, damaged or wrong item, please contact us within 7 days of delivery, providing your order number and clear product photos. We will arrange a free replacement or full refund for you.
5. Contact Us
For any after-sales questions or issues, please reach out to us through:
WhatsApp: +86 17335275538
Email: heroremyhair@gmail.com
We will reply to your inquiry within 24 business hours and resolve your problem as soon as possible.
Hero Remy Hair Team