Refund policy

Please inspect your order as soon as it arrives, before opening any sealed hair packaging or using the hair. We want you to feel confident in your shade, length, density, and order details.

Request a Return Within 48 Hours

For eligible non-custom hair, email hello@theextensionhaus.co within 48 hours of delivery to request return authorization. Include your order number, the reason for your request, and clear photos of the hair and its original packaging. This is the deadline to request a return, not a requirement that the return arrive back within 48 hours.

Inspect Your Shade Before Using the Hair

Check the shade in natural daylight while the hair remains in its original product packaging, with all ties, tags, bindings, and any security seals intact. You may open the outer shipping box or mailer. Do not open sealed individual hair packaging, remove the hair from its original bindings, or use the hair to check the match.

If the shade is not right, stop handling the hair, keep it protected in its original packaging, and contact us within 48 hours of delivery. Repackaging opened, used, or altered hair does not make it eligible for return. Screen colors can vary; we recommend using the correct Signature or Couture color ring or requesting shade-match help before ordering.

Return Eligibility

Eligible hair must be completely unused, unworn, uninstalled, unwashed, uncolored, untoned, uncut, and otherwise unaltered. It must remain in its original product packaging with all original ties, tags, bindings, included materials, and any security seals intact.

Hair that has been removed from sealed product packaging or original bindings, brushed, combed, washed, colored, toned, cut, installed, worn, treated with product, or otherwise altered is not eligible for a change-of-mind or shade-match return.

Custom Orders

Custom-color and individually customized hair is final sale once production begins and is not eligible for change-of-mind or shade-match returns. We confirm the custom specifications, final price, and current lead time before production.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or different from what you ordered, stop using it and contact us promptly with your order number and clear photos. We will review the issue separately. This policy does not limit any rights you may have for defective, damaged, or incorrectly supplied goods.

Authorization and Return Shipping

Contact us before sending anything back. We will confirm eligibility and provide return instructions. Returns sent without authorization may be delayed or refused. For approved returns that are not due to our error, damage, defect, or incorrect fulfillment, the customer pays return shipping, original shipping charges are non-refundable, and a 15% restocking fee is deducted from the approved refund.

Refunds

Approved returns are inspected when received. Eligible refunds are issued to the original payment method and typically take 7–14 business days to process after approval; your bank or payment provider may require additional time.