Exchange & Return Policy
We are always here to help.
We are pleased to accommodate returns and exchanges within 60 days on all hair extensions that have not been opened, worn, or tampered with. Kindly note that products purchased from our Last Chance sale are eligible for exchange or store credit only.
The good news is that each Ponytail Extension, Clip-In Bun and all full sets of Clip-In and Halo extensions (excluding Volumizer Wefts) will come with a tester in the top compartment of the circular box. You can take out this piece to determine if the color is a good match. Please note that the tester is part of the full set and is required to be shipped back in its original condition, with your order for a refund or exchange.
Exchanges are easy.
Need another shade? Our exchange process is quick and easy. Ship back your current unopened set of Luxies, let us know what you'd like in exchange and we’ll get you set up with a new order.
How long will it take to receive my new order?
Follow these 3 simple exchange steps:
- Initiate an exchange here.
- Ship your extensions back to us.
- Once we receive your order, we'll ship your new Luxies out!
Here's a helpful step-by-step guide on our exchange process.
I'm debating between 2 shades - what should I do?
How do I return my order?
Both U.S. and International customers may initiate a return via our Returns Centre.
Exchange & Return FAQ
Do I have to pay for the shipping of my return/exchange?
If you are returning your order for a refund, you will be responsible for your own return shipping costs. The shipping label amount will be deducted from your total refund. If you are using your own shipping label, we recommend that you send your package with tracking included as we cannot take responsibility for lost returns.
If you are exchanging your order, we provide a complimentary return shipping label for all U.S. customers. You will not be required to pay the cost of it!
Can I get help finding a better match?
We're happy to help you find a better match. Please email our team at email@example.com with the following photos:
- A photo of your hair in natural lighting where we can see it fully
- A photo of your hair in comparison to the tester weft (natural lighting)
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 3-5 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.
When will I receive my exchange?
Your new order will be released for processing as soon as our warehouse has received and inspected your return. Kindly allow 3-5 business days for this once your set has arrived back at our warehouse. All new orders will take an additional 1-2 business days to process and ship from our warehouse, regardless of the shipping method.
Note: If you are exchanging for a lower value item, we will issue a partial refund back to your original method of payment. Please allow up to 7 business days for this credit to appear on your bank statement. If you are exchanging for a higher value item, we will email you a custom invoice to pay for difference in price. As soon as this has been paid, your new order will be released for processing.
Can I return my Luxy Hair accessory?
Our hair accessories (ties/scrunchies, clips & headbands), Compact Mirror, Hair Extensions Application Kit, Extensions Carrier, Loop Hair Extensions Brush, Volumizing Velcro Roller Set, and Deluxe Hair Extensions Styler are final sale. Thank you for your understanding. As long as the Luxy Hair Signature Curler, heat protectant glove and heat resistant mat haven't been used and are in their original condition, you can start a return here within 60 days of purchase.
Can I return a set from the Last Chance sale?
As long as the main compartment of the set is still sealed, we are happy to accommodate a return or an exchange for any unopened Last Chance sets. Kindly note that these Last Chance sets are eligible for a store credit or exchange only.
How do I know if the shade is a good match without opening the box?
We understand that it can be hard determining your ideal Luxy color match from your computer screen. Good news is that all full sets of Luxy Hair extensions (excluding our Volumizer Wefts) come with a tester weft in the top compartment of the circular box. You can take out this piece to determine if the color is a good match.
Please note that the tester weft is part of the full set, and is required to be shipped back with your order for a refund or exchange. Please do not tamper with the tester weft in any way. This includes dyeing, toning, cutting, curling, straightening, and washing. For more information, click here. If you are located within the U.S. and Canada you can also order 2 sample swatches here for a flat rate of $10 (shipping only).
Will I be refunded my express shipping cost?
No. Express shipping costs are non-refundable.
Can I return or exchange an opened set?
No. Human hair extensions are considered to be a hygienic product by law. We take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all of our customers. Once your package arrives at our warehouse, it will be inspected to ensure the security seals haven't been tampered with. If we find the seals have been tampered with, you will not receive a refund or an exchange. If you have any questions or concerns, please email our team firstname.lastname@example.org.
Does the tester weft have to be included with my return/exchange?
Yes, the tester weft is part of the full-head set and must be included with your order in its original condition. If the tester weft is not included, your refund/exchange will not be issued.
How may I contact you?
You may contact us by email at email@example.com. The Luxy Hair support team operates 7 days a week, 24 hours a day. We always guarantee a response within 24 hours and will be happy to help you!