Refund policy

 

EXCHANGE & RETURN FAQ

 

1. DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN/EXCHANGE?

If you are returning your order, 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 or damaged returns.

 

2. CAN I GET HELP FINDING A BETTER MATCH?

We’re happy to help you find a better match. Please email us 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) 

• Color match options.

 

3. 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 7  business days to finalize.

 

4. 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. All orders will take an additional 10 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.

 

5. CAN I RETURN MY ACCESSORY?

All of our accessories are final sale..

 

6. 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 PHEME color match from your computer screen.

 

7. 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 your opened item back. If you have any questions or concerns, please email us.

 

8. HOW MAY I CONTACT YOU?

You may contact us by email hi@phemehair.com The Pheme 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!

 

9. Does your product eligible for return?

– the goods must be in the same condition as they were shipped out. we wont accept any product that  has been used or altered ( used , brushed , combed, picked, washed ) 

– the cost of shipment will be borned on the buyer

– We wont be reliable to ant damages that occur during dfg transit while the goods been returned