Return and Exchange Information
We are happy to accomodate exchanges & returns within 180 days of placing your order. We will only exchange or refund extensions that have not be opened, worn or tampered with. To request an exchange or refund, simply fill out a returns form here.
Some refunds are applicable to a 10% restocking fee. This restocking fee is not guaranteed for each order and is decided on a case-to-case basis.
We understand the struggles of color matching online. This is why we have decided to include tester pieces on the top or bottom compartment of your Clip in, Halo & Ponytail extension packages. You can use this tester piece to determine if your extensions are a good match to your own hair, without having to open the extension set. Please note that the tester piece is part of the full set, and will need to be shipped back with your extensions for a refund or exchange.
Please do not tamper with your tester pieces. This includes cutting, dyeing, straightening, curling, washing or toning. We cannot accept extensions that have been tampered with.
Exchanges, Refunds or Store Credit
Once we have received your extensions back, and have confirmed that they are in acceptable condition, you can choose to exchange them, receive a refund (minus shipping costs incurred by Superiorhair + 10% restocking fee) or 105% store credit (excluding shipping incurred by SuperiorHair).
After you submit your request, we will process it as soon as we can. If we have any issues or questions, we will contact you. Otherwise, we will go ahead and process your request. If you have any questions please send an email to email@example.com
Customers wishing to return their set will be responsible for all shipping costs. We will deduct the shipping cost incurred by SuperiorHair off your refund.
If you are exchanging your order, you will be required to pay standard shipping fee of $9.99 AUD to cover the shipping costs.
If the products received are believed to be faulty/broken/damaged, please send them back to SuperiorHair for inspection. Upon inspection, if the products are indeed not of acceptable quality, SuperiorHair will reimburse for the return shipping fee, along with the exchange shipping fee (if applicable). If the customer chooses a refund, the refund amount will be processed in 3-5 business days.
However, if products are not broken, damaged or faulty, the return shipping fee cannot be reimbursed by SuperiorHair and refunds/exchanges will not be processed until the cost of shipping products back to customers are paid. SuperiorHair cannot refund/exchange opened products that are in good condition due to hygiene reasons. Please see "return and exchange information" for more details.