Refunds & Exchanges Policy

At The Hair Extension Company, we take great care in preparing every order to ensure your luxury hair extensions meet our high-quality standards.

Due to the personal nature of hair extensions and for hygiene reasons, we are unable to accept returns or exchanges on hair that has been opened, removed from its original packaging, worn, brushed, washed, coloured, altered or fitted.

Before Ordering

We strongly recommend checking your chosen:

• Hair colour
• Length
• Weight/grams required
• Extension method
• Texture/curl pattern

If you are unsure which option is right for you, our team is happy to provide guidance before placing your order.

Eligible Returns

Returns may only be accepted if:

✓ The hair is unused and remains in its original, unopened packaging
✓ The hair has not been removed from the security seal
✓ The item is returned within 14 days of receiving your order
✓ The item is in its original condition

Customers are responsible for return postage costs unless the item is faulty or incorrect.

Custom & Raw Hair Orders

Due to the personalised nature of our Raw Hair collection, including customised colours, lengths or bespoke orders (Nano, I Tip, Flat Weft), we are unable to accept returns or exchanges unless the item is faulty or there has been an error with your order.

Each Raw Hair order is individually prepared specifically for you, so please ensure all details are correct before purchasing.

Faulty or Incorrect Items

If you believe your order has arrived faulty or incorrect, please contact us within [48 hours] of receiving your order with:

• Your order number
• Photos/videos showing the issue
• Details of the problem

We will review your request and work with you to resolve the issue.

Colour Matching

Please note that colours may vary slightly depending on lighting, screens and natural hair variation. We recommend contacting us before ordering if you need help selecting the closest shade match.

Your satisfaction is extremely important to us, and we are always happy to assist you in choosing the perfect hair for your needs.