Satisfied customer guarantee – 30 days

We want you to feel confident with your purchase. That's why we offer a30 days satisfaction-customer-guaranteefrom date of order.

If the hair does not meet your expectations, we will be happy to help you find the best solution. In many cases, the problem can be solved with proper care or a simple action, but if necessary, we will replace the product according to the warranty.

Before you contact us

Most questions we receive are not due to manufacturing defects.

Our Standard hair is treated with a protective protein treatment that makes the hair soft, shiny and easy to manage when new. This treatment gradually wears off with washing and use.

As the treatment begins to wear off, the hair can:

• feels drier
• become more frizzy
• Start to feel lighter
• require more hydration than previous

This is a natural characteristic of treated human hair and does not automatically mean that the product is faulty.

Please read the information below before contacting us. It answers the most common questions and helps you determine if your hair needs more care or if there may be a defect in the product.

How do real hair extensions work?

Real hair extensions are a natural product and each hair is unique.

How long the protective protein treatment lasts is affected by, among other things:

• how often to wash your hair
• which products are used
• using heat tools
• sun, salt water and chlorine
• how to brush and handle hair

Therefore, the same hair can be experienced differently by different people even though it comes from the same manufacturer.

Frequently asked questions

My hair has become dry or frizzy after a few weeks – is there something wrong with the hair?

Not necessarily.

As the protective protein treatment gradually wears off, your hair will need more moisture. This is a natural part of the lifespan of real hair extensions and does not automatically mean that the product is defective.

My hair has started to tangle - what can I do?

We recommend that you:

• uses moisturizing products for hair extensions
• use heat protectant before styling
• brush your hair regularly with a extension brush
• sleeping with your hair braided
• avoid products with strong sulfates or deep-cleansing shampoos

My tape hair is coming off – is there something wrong with the tape?

Not necessarily.

In most cases, the tape coming off is due to residue from conditioners, oils or other products in the hair when inserting it, or that the tape was not pressed together properly.

If the problem persists, we will be happy to help you. In many cases, we will send you a new tape free of charge.

What is covered by the customer satisfaction guarantee?

If the hair does not meet your expectations within 30 days, we will help you with a replacement product.

For the warranty to apply, you need:

• the entire product is returned
• please contact us before returning the product
• the complaint must be made within 30 days from the date of order

The guarantee applies once per order and involves a replacement product - not a refund.

What is not included?

The guarantee does not cover:

• normal wear
• changes that occur when the protective protein treatment gradually wears off
• bleaching, coloring or other chemical treatment
• damage caused by improper care
• damage from heat tools without heat protection
• damage caused by external impact
• problem which arose during the actual insertion

If the complaint is that the hair extensions have come loose due to the insertion, the matter will be referred to the hairdresser or the person who performed the insertion.

Durability

Life span varies depending on care and use.

• Standard hair:up to about 6 months with proper care.
• Long lasting hair:up to approximately 2 years with proper care and generally requires less maintenance.

Free products

Products that are sent free of charge in connection with campaigns are not covered by warranty or right of complaint.

In the event of a return where a free product is retained, the regular value of the product and any shipping costs will be deducted from the refund.