ORDER AND REFUND POLICY
ORDER, REFUND AND EXCHANGE POLICY
Please be sure to observe our ORDER, REFUND, RETURN, AND EXCHANGE POLICY thoroughly before placing your order. All store policies detailed herein are firmly enforced.
Note that the refund, return, and exchange policies indicated on this website are applicable ONLY to products sold on this platform. If you are shopping our products from a separate online platform or in person, you are subject to the refund, return, and exchange policies of that platform.
When placing an order, your billing and mailing address MUST match. Any orders that do not have matching addresses will be denied and fully refunded. No exceptions.
ORDER CHANGE POLICY
If you have mistakenly ordered the wrong product and need to make a change to your order, please contact us @ email@example.com within the first 24-48 hours of submitting your order. One order change per initial order is allowed. A change order authorization MUST BE issued to you before you can enter into the change order process. Once you have contacted our service support center and your change order has been approved, you will receive Change Order Authorization number.
When you contact our support center via email, please include the following information:
- Order Number
- First and Last Name
- Items you want to change
- Reason for change
ORDER CANCELLATION POLICY
If you need to cancel your order, please contact us @ firstname.lastname@example.org within the first 24-48 hours of submitting your order. Once your order has been cancelled, a refund will be applied back to the card, account, or service, you made your payment with. Funds can take up 7-10 business days to be made available to you after a refund is issued depending on your institution. Once a refund has been issued to you and a confirmation has been sent, we are not responsible for the release of funds to you from your banking institution. That is between you and your institution to which you hold an account.
Note that once orders have been shipped, orders cannot be cancelled. If you receive your order and you experience buyer’s remorse, you will be required to adhere to the REFUND POLICY below to receive store credit only (on certain products).
When requesting an order cancellation, please contact us @ email@example.com within 24-48 hours with the following information:
- Order Number
- First and Last Name
- Items you want to change
- Reason for cancellation
It is always our earnest intent to provide customers with the best products and customer service. However, we understand that our hair may not work out best for everyone. That said, below are order mitigation options available based on product type when experiencing buyer’s remorse.
ITEMS THAT CANNOT BE RETURNED OR EXCHANGED
- ALL SALES ITEMS ARE FINAL. No refund or exchanges are available for items marked as clearance or sale.
- Texture samples are final sale. No refund or exchanges are available for this product.
- Lashes are final sale. No refund or exchanges are available for this product.
- Hair tools such as brushes, hair hangers, edge brushes, head wraps, scarfs, bonnets are final sale products. No refund or exchanges are available for these products.
- Gift cards, digital downloads are final sale products.
- All purchases made during promotional sales are final.
GENERAL REFUND GUIDELINES
- If you are returning an item, a shipping label will be provided/ mailed to you in order to return the products. If you lose, damage, or misplace the shipping label that is provided, you will be required to ship the product back at your own expense.
- A restocking fee of $20 (for hair extensions) and $5 (for all other products that are not included in the list of FINAL SALE/ no refund or exchange category,) will be deducted in order to process your refund/ return.
- The store credit amount minus the restocking fee will be issued only after the merchandise has been received by our order support center. Please be sure to retain the tracking number that will be provided to you on the return label so that you can track the status of the return.
- Shipping costs, custom fees, duties, or taxes are non-refundable.
- If you are returning items and additional fees are incurred, you are responsible for those fees. No exceptions.
Wigs, weft extensions, ponytails, clip-ins can be refunded for STORE CREDIT ONLY if and only if they are in the original condition as they were received. Original condition is defined as:
- Hair that has not been washed, conditioned, installed/ used, colored, or bleached.
- Original tags have not been cut or removed and security ties are securely fastened for a complete or partial (depending on situation) refund.
Note: hair weft extensions, closures, frontals, clip-ins, ponytails are considered a hygienic product. We do not under any circumstances accept returns or offer store credit on any of these products which have been opened, installed, used, colored washed, conditioned.
Apparel qualifies for a store credit, or a full refund. This means you can return the apparel item for a store credit, or request a full refund to be credited back to the EXACT payment method/ account used to make the initial purchase. Apparel items MUST be in original condition. Original apparel condition is defined as:
- Original tags have not been cut or removed.
- Apparel has not been damaged, washed, dried, or altered in any way.
- Apparel is the exact same product that was initially purchased.
STORE CREDIT POLICY
- There are some products in the store that can be refunded with STORE CREDIT ONLY. See refund policy section which outlines those items that qualify.
- You can use your store credit for any other items in the www.saraeyahair.com online store only up to the total amount of the refund.
- If your new purchase exceeds the amount of the store credit refund, it is necessary that you pay the remaining balance as well as shipping cost with one of the accepted payment methods available at check-out.
- Store credits are kindly offered within 7-10 business days of the receipt of your returned product(s).
FRAUD AND FALSE CLAIMS
We are very aware that fraud and false claims are made every day in an attempt to take advantage of businesses and to commit theft. Note that any fictitious, financial misrepresentation/ scams will actively be pursued with the support of legal and law enforcement. We strive to offer a safe experience for our customers and misrepresentation of any kind is not tolerated. No exceptions.