Refunds & Exchanges

Refunds

We do not offer refunds for change-of-mind purchases. This does not affect any right to a refund or other remedy required by applicable law, including for defective, incorrect or misdescribed products.

Change-of-Length Exchanges

Retail and wholesale customers may request an exchange for a different length within five calendar days of delivery or collection.

To Qualify for a Change-of-Length Exchange

• The product package must be unopened.
• The hair must be unused, unworn, unwashed and unaltered.
• Original packaging, labels and bundle ties must remain intact.
• Proof of purchase must be provided.

Exchanges are subject to inspection and availability. The five-day deadline applies to submitting your request, not to the returned product reaching us.

Before proceeding, we will confirm the replacement’s availability and how any price difference will be handled.

Exchange Shipping & Handling

For approved change-of-length exchanges, the customer is responsible for all return and replacement shipping and handling costs. These charges will be confirmed before the exchange proceeds.

For defective, incorrect or misdescribed products, costs will be handled in accordance with applicable law.

Defective, Incorrect or Misdescribed Products

Claims involving a suspected defect are reviewed separately from change-of-length exchanges. Please contact us promptly with proof of purchase, a description of the issue and supporting evidence, such as clear photographs or video.

We assess whether the issue was present when supplied or resulted from subsequent handling, installation or treatment. We may request additional information or an inspection to assess the concern. Damage caused by the customer or stylist does not qualify as a product defect.

Please inspect your order upon receipt. Where possible, stop using or altering an affected item while we review your concern.

The unopened-package requirement and five-day request window apply to voluntary change-of-length exchanges. They do not limit rights or remedies required by law for defective, incorrect or misdescribed products. Any remedy required by applicable law, including a replacement or refund, remains available.

How to Request an Exchange or Report a Product Issue

Email luxurywholesale@velourluxhair.com with:

• Your name and order number
• The product and length purchased
• The reason for your request
• Your preferred replacement length, if applicable
• Supporting photographs or video for a reported defect or incorrect item

Please contact us for return instructions before sending any products back. We will explain the next steps and confirm any exchange arrangements after reviewing your request.

Your Consumer Rights

Nothing in this policy excludes or limits rights or remedies that apply under the laws governing your purchase.