RETURNS AND REFUNDS POLICY
Our return policy is 15 days from when the customer receives the order. The product must be unused and in the same condition in which it was received. It must also be in its original packaging.
We do not accept returns under the following conditions:
- If the hair has been dyed and/or curled, wavy or manipulated in any way after purchase.
- If upon receipt the hair has a used smell or has been washed, it is not eligible for return.
- If it is not in its original packaging.
- If it is a personalized product.
Shipping and restocking fees are non-refundable:
- The refund of the amount will always be a maximum of 85% of the total paid by the customer for shipping and replenishment costs.
The refund will only be made once we have received and inspected the return. The reception and inspection process takes 3 to 5 days. Once received and inspected, we will contact the customer and notify the acceptance or rejection of the return.
If the return is approved, then the refund will be immediate. Depending on the payment method the customer used, the processing of the payment platform can be immediate or last several days.
We only accept exchanges in the event that the merchandise received is defective or damaged. In case of a change request, you must fill out this “contact by email” form .
At all times our quality of natural hair will always be the most optimal, as we describe in our media, but it is possible that, with respect to the photographs, some details may vary, such as the type of sewing, the type of adhesive, the type of clips, etc. The hair color of the extensions may not be exactly the same as that shown in our catalog or media, due to the calibration or configuration of the color, brightness, saturation of each of the users' screens (smartphones, tablets, computers and other electronic devices) is different and makes it impossible to reproduce the exact hair color in each medium. There may be slight variations in tones, but always within reasonable and understandable margins. This point never affects such that the client receives a color of extensions that has nothing to do with the one offered.
Insisting on this last point, returns will not be accepted for reasons of comparison of irrelevant details such as drawings on the seams, or any hair fastening, guaranteeing by naishair.com that they will always be of the most excellent quality, but may vary with the photographs shown. The quality of hair, fastenings, materials and accessories will always be the highest.
Customized and on-sale products
Customized products are non-refundable as they have been manufactured to the customer's specific needs. If the client requests a change in color, length, style, etc., that piece will not be subject to exchange or return conditions.
Shipping, Customs and Taxes
All packages leave our own offices in Qingdao, China by Fedex or DHL, and are insured with “signature at destination”. A tracking number for the package will be sent to the customer by email. In all cases, the courier company will attempt immediate delivery, and will try to locate the customer to reschedule the delivery if it is not available. The company will not be responsible for lost or damaged packages, in which case it is the customer who must be responsible for making a claim to the transport company.
Customer will be responsible for customs regulations (import/export taxes), VAT or storage charge of their own country. Therefore, please inform yourself of your country's customs regulations before purchasing.
If the customer returns a package, it is the customer's responsibility to send the package with an insured, tracked and signed for service. The company cannot take responsibility if the package is lost or damaged during transportation.
It is the customer's responsibility to correctly complete the customs declaration form. The customer must indicate that it is “return of product to the seller”. In the event that the company is charged any type of customs, VAT or any other expense, that expense will be deducted from the total refund.
Reception and inspection:
Upon receipt, your piece will be inspected and the return will be accepted as long as the following conditions are met:
- Hair must be in the same condition as received, without alterations of any kind including re-styling, bleaching, dyeing, cutting, styling, washing, clip/hold modifications or any use of hair products whether shampoo or conditioner.
- The product must be in its original packaging.
- Hair must be well combed and placed within the original net.
- The item must be free of odors. If the returned part has any odor, it will automatically not be eligible for a return.
If the item does not meet the conditions mentioned above, the company reserves the right to refuse the refund/exchange and the product will be returned at the customer's expense.
These are the steps to follow for a return:
- Please read the information on this page carefully if you have not already done so.
- Fill this return form .
- Wait for the company's response.
- Send the package according to the instructions above (signed, insured and tracked) within 3 days of the company's response and acceptance of return.
- Refund will be issued once merchandise is received and inspected.
Contact us through this Contact Page in the “email contact” section.
At Nais Hair we are specialists in giving life to your hair. Our professional team works to make buying 100% natural hair extensions quick and easy for you.
We look for our selected virgin hair from different places in the world , each one with a unique texture and characteristics, from Brazilian hair, Indian hair, Chinese hair, Vietnam, Indonesia, Mongolia...
Do you want to visit our extension factory ? Enter here .