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719 Danforth Avenue, Toronto, Ontario, Canada M4J-1L2

    Exchange & Refund policy

    Exchange & Refund policy

    Refund & Exchange Policy

    All Sales Final

    Due to the personal and hygienic nature of our products, all sales are final.
    No refunds will be issued unless otherwise stated under warranty or defect conditions.

    Order Cancellations

    Orders may only be canceled before they are processed and shipped.

    • If you wish to cancel, please contact us immediately after checkout by phone or email.

    • If the order has not yet been processed or shipped, it will be cancelled and refunded in full.

    Once Shipped

    • If an order has already shipped, it cannot be canceled.

    • If the shipment is refused at delivery, a 15% restocking fee + the cost of shipping will be deducted from the refund amount.

    • If the cancelled order is delivered, you must ship it back at your cost within 10 days of delivery in accordance with our Returns & Exchanges Policies.
      A 15% restocking fee will be deducted from the refund once processed.

    Exchanges

    We accept exchanges only for incorrect or defective items, and only under the following conditions:

    Eligibility Requirements

    • Items must be returned in original, unaltered packaging with all seals intact.

    • Items that have been removed, handled, or altered (including brushing, combing, washing, dyeing, curling, thinning, braiding, or wearing) are not eligible for exchange.

    Condition of Returned Items

    • If an item is returned in unacceptable condition, it will be held for 10 days pending payment of return shipping back to the customer.

    Shipping Costs for Exchanges

    • Return shipping is not reimbursed, except in cases of our error.

    • We highly recommend using a trackable shipping service, as we cannot confirm receipt otherwise.

    Restocking Fees & Processing

    A 15% restocking fee applies to:

    • All approved exchanges.

    • Orders refused at delivery.

    • Orders returned after cancellation (if already shipped).

    Shipping charges are non-refundable.

    If the returned item’s value exceeds that of the requested exchange, the difference will be applied toward shipping costs.

    Factory repairs or replacements may take several months, during which time you must use your own unit.
    Future hair loss after repair cannot be guaranteed against.

    Federal & Hygiene Regulations

    In compliance with federal and hygiene regulations, we cannot accept returns or exchanges for any human hair products that show signs of use or handling.

    Warranty & Defective Claims

    Warranty does not cover:

    • Units that have been cut, colored, thinned, trimmed, chemically treated, or mishandled by the client.

    Defective Hair Systems (Covered Within 7 Days of Delivery)

    Defects include:

    • Incorrect hair cut

    • Incorrect base cut

    • Incorrect color, density, grey percentage, or size

    Claims Process

    1. Contact Customer Service with full details.

    2. You may be asked to provide photos or return the unit for inspection.

    3. A Service Request Number will be issued.

    4. Ship the unit within 10 days of the request.
      Items received after 10 days will not be reviewed.

    5. After inspection, we will advise available solutions.

    Return Shipping Addresses

    Canadian Customers

    Ship returns to our Toronto office.
    Mark the package clearly as “Hairpiece for RETURN” and declare only the item’s value to avoid customs delays.

    Shipping Information (Integrated From File)

    Free Shipping Within Canada*

    *Orders over $99.99 before taxes ship free via Canada Post (regular ground).
    Delivery time is typically 3–7 business days, depending on location.

    Expedited Options

    Faster shipping options are available at checkout or by phone.

    Shipping Delays

    Delays may occur due to:

    • Holidays

    • Weather

    • Natural disasters

    • Carrier delays

    Holidays are not business days and should be considered when estimating timelines.

    Billing Information Requirements

    Please ensure all billing information matches exactly what appears on your credit card statement.
    Incorrect billing details may delay order processing.

    Tracking Your Order

    After ordering, you will receive an email confirmation with an order number.
    Use this number and your shipping postal code to track your order online or by calling 416-694-5553 or 1-866-374-9447

    Important Notes on Color Representation

    Color may vary due to:

    • Screen differences

    • Lighting conditions

    • Photography

    Exact color matches to electronic listings cannot be guaranteed.

    Extensions Warranty

    Our Tape-In Remy Hair Extensions are made with 100% human hair, available in a range of qualities and colors.

    Warranty Limitations

    • No warranties apply once extensions are installed.

    • Extensions must be handled carefully before any styling (cutting, coloring, thinning, etc.).

    • No warranty applies to any unit altered or mishandled by the client.

    • All sales become final once the hair system or extensions are altered in any way.