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 extensions are coming loose – is there something wrong with the tape?

Not necessarily.

In most cases, tape comes loose because residue from conditioner, oil or other products was left in the hair during application, or because the tape tabs were not pressed together firmly enough.

If the problem continues, we will be happy to help. Our first step is normally to send replacement tape free of charge.

What does the satisfaction guarantee cover?

If the hair does not meet your expectations, you may receive a replacement product under our 30-day satisfaction guarantee.

For the guarantee to apply:

• you must contact us before returning the product
• the complete product must be returned
• the product must have reached us within 30 days of the order date

It is therefore not enough to contact us within 30 days. The product must also have been returned and received by us within the time limit.

The satisfaction guarantee may be used once per order and entitles you to a replacement product, not a refund.

What is not covered by the satisfaction guarantee?

The satisfaction guarantee does not cover:

• normal wear and tear
• changes caused solely by normal wear and the gradual wearing away of the protective protein treatment
• bleaching, colouring or other chemical treatments
• damage caused by incorrect care
• damage from heated styling tools when heat protection has not been used
• damage caused by external factors or improper use
• problems caused by incorrect application

If the tape on a tape extension comes loose, our first step is normally to send replacement tape. If the problem was caused by the way the extensions were applied, please contact the hairdresser or person who applied them.

Expected lifespan

Lifespan varies depending on care and use.

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

These time periods are estimates and are not guarantees of a specific lifespan.

Promotional products

Products supplied free of charge as part of a promotion are not covered by the voluntary 30-day satisfaction guarantee.

If an order is returned, any promotional product must also be returned. If the promotional product is kept, its stated value may be deducted from the refund, provided that this was stated in the promotional terms at the time of purchase.