1. WHAT IS THE EXCHANGE / RETURN PERIOD?
We will provide an exchange or return within 30 days of the date that you receive your order on eligible hair extensions that have not been opened, worn or tampered with. Security seal along, with original packaging must be intact.
2. DO I HAVE TO PAY FOR THE SHIPPING OF MY EXCHANGE / RETURN?
Yes, you are responsible for all your shipping costs back to us. We recommend that you send your exchange or return back with a tracking option, because Muse Cosmetics and Muse Virgin Remy Hair will not be responsible for lost packages. INTERNATIONAL: Please write "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.
3. WHAT ITEMS ARE NOT ELIGIBLE FOR RETURNS/EXCHANGES?
- The following items are FINAL SALE: sale items, Muse Lip Color, Muse Virgin Remy Lace Closures and Frontals, Custom Colored Bundles, Altered Virgin Remy Hair (If you process the hair in anyway we will not issue a refund or an exchange.)
- Any purchase using a promotional code for a Free Product must also include the free product upon return. Full purchase price of free product will be deducted from your final refund if you decide to keep the item.
4. CAN I RETURN EXTENSIONS IF THEY HAVE BEEN ALTERED?
All items will be inspected upon receipt to see if you qualify for a return/exchange. Altering the hair in any way is at your own risk, therefore you can not make a return or exchange once the hair has been altered. Altering includes cutting, trimming, razoring, removing clips, toning, dying, coloring, purple shampoo, color depositing products, perming, chemical straightening, henna, swimming in chlorine water & more. NO EXCEPTIONS WILL BE MADE.
5. HOW DO I SUBMIT AN EXCHANGE/RETURN REQUEST?
Email firstname.lastname@example.org. Include in subject title "Refund or Exchange Request" We encourage you send pictures along with your email.
6. WHY ARE MUSE VIRGIN REMY HAIR EXTENSIONS NOT ACCEPTED BACK TO US IF OPENED?
Muse Virgin Remy Hair Extensions may not be returned or exchanged if opened or tampered with. No exceptions will be made. Human hair extensions are considered a hygienic product. This is an industry standard and other hair extensions suppliers do not allow returns of opened items for the same reasons. Security seal must be intact along with original packaging
7. WHAT IF I WAS SHIPPED THE WRONG PRODUCT?
If you receive the wrong product we apologize and we will do our best to quickly fix our mistake. Please contact us asap at email@example.com or (313) 509-7043 with your order number and detailed information. We will be happy to make it right.
8. REFUND INFORMATION:
There is a 10% restocking fee for all returns that will be automatically deducted. A refund will be issued to your original payment method after your return has been approved. Refunds for orders purchased with Muse Cosmetics or Muse Virgin Remy Hair Gift Certificates will be issued as a Store Credit can be accessed by logging into your online account. Additional restocking fees may be applied under some circumstances.
9. EXCHANGE / STORE CREDIT INFORMATION:
Store credit will be issued to your online account for exchanges once your item is received. Exchanges and returns take 2-3 days to process once we receive it. Call our customer service if you would like an expedited exchange. Store credits may be issued to your account without notification. You can view your store credit by logging into your online account.
To apply store credit to an order when checking out, you need to log into your account. Once logged in you will see the available store credit listed in the “My Account” menu. When you go to check out, you will be given the option to use the store credit to pay for your order or to use an alternative payment method and save the store credit for a future purchase.
12. ORDER CANCELLATION POLICY:
To cancel an order you have placed, you must contact customer support at firstname.lastname@example.org or by phone (313) 509-7043 before it has been shipped. Every effort will be made to accommodate the cancellation of your order as long as it has not yet shipped. When contacting customer support to cancel an order, please be ready to provide your name, the order number, and your contact information. Please note that if the item has shipped, the order cannot be canceled. In this case, you can request to return the item for a refund.
13. DELIVERY REFUSAL / FAILURE TO RETRIEVE:
When a customer places an order online and then subsequently refuses to accept delivery of the order, returns to sender, and/or for any other reasons that are attributable to customer error, the customer will be assessed a 10%-25% restocking fee and full shipping charges.