Return and Exchange Policy
Can I exchange or return my Accessory?
Our hair accessories (ties/scrunchies, clips & headbands), Compact Mirror, Hair Extensions Application Kit, Extensions Carrier, Loop Hair Extensions Brush, Detangling Wet Hairbrush, Volumizing Velcro Roller Set & Deluxe Hair Extensions Styler are final sale. Thank you for your understanding.
Please note that our Luxy Signature Curler is a final sale. Our Curler does come with a one-year warranty.
Do I have to pay for the shipping of my return or exchange?
As we provide free standard shipping on all orders, we do kindly ask that customers wishing to return their set be responsible for all return shipping costs. We will deduct the shipping label cost from your refund.
For U.S. customers, we do offer free return shipping on all exchanges!
When will I receive my new exchange?
We will send you the different color hair extensions after we have received, inspected and confirmed that the returned hair extensions were not opened.
It takes 1-2 business days to process all orders from the moment we place it in our system. For more shipping details, please click here.
When will I receive my refund?
A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned hair extensions were not opened. Once your extensions have been delivered back to our warehouse, this can take up to 1-3 business days to finalize.
Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.
How do I initiate a return or exchange?
For U.S. orders, to initiate an exchange or return, please click here. Our returns centre will walk you through step-by-step how to return or exchange your order. We also offer complimentary return shipping labels on all US exchanges!
If you are based in Canada or internationally, you may initiate a return here.
Why are Luxy Hair extensions non-returnable if opened?
Human hair extensions are considered to be a hygienic product by law. We take matters of hygiene and public safety very seriously and do not allow opened items to be returned for the safety of all our customers.
We are not alone - other hair extensions suppliers do not allow returns of opened items for the same reasons.This is also why we offer a tester weft located in the bottom compartment of the box, so that you can determine whether or not the shade and texture is the right match for you, before having to fully commit to the set.
If you are unsure what your ideal Luxy color match is, please e-mail our Support team at [email protected] with some images of your hair taken in natural lighting like the image below - we'll be happy to help!
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- What is the return/exchange period?
Can I return or exchange my order?
Yes! We are pleased to accommodate returns and exchanges within 60 days on all sets that have not been opened, worn, or tampered with. We even offer complimentary return shipping labels on U.S. exchanges.
Good news is that all full sets of Luxy Hair extensions come with a tester weft in the bottom compartment of the rectangular box or the top compartment of the circular box. You can take out this piece to determine if the color is a good match.
Kindly note that items purchased from our Final Sale Section are eligible for exchange (US orders) or store credit only.
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Questions answered by specific topic.
- Are your Balayage colors available in sample swatches?
- Do you have any sample swatches?
- Do I need to have highlights in my hair to wear the Highlights collection?
- I have short hair. Can I wear the Highlights collection?
- How do I use the Halo® Volume Bundle with short hair?
- Are there any care instructions for the Wide Tooth Cloud Comb?
- What are the dimensions of the Wide Tooth Cloud Comb?
- What material is the Wide Tooth Cloud Comb made of?
- Can the Wide Tooth Cloud Comb be used on all hair types and human hair extensions?
- What comes with the Wide Tooth Cloud Comb?