We have a standard 24-72 hour processing time prior to the shipment of all orders. This processing time frame is subject to change due to sales or holidays. Please use the tracking tab after 72 hours to inquire about your order.
CANCELLATION AND MODIFICATION POLICY
Orders can be changed or modified but never cancelled for “full refund”. We DO NOT OFFER REFUNDS, due to the nature of the product. Once the order has been placed, we will only make modifications to the order. Please, refer to Return and Exchange Policy.
RETURN AND EXCHANGE POLICY
Due to the nature of the product, your order must meet Federal Health Regulations before requesting a return or exchange. All returns are processed within 2-3 business days upon arrival to our offices.
All hair has undergone a quality assurance process to ensure it is free of imperfections. If you receive an item that is damaged, defective, or materially different, please email customer service at firstname.lastname@example.org within 2 days of the receipt date.
If the hair received does not meet our brand standards, we will gladly exchange it and begin the exchange process per our cost.
Our fulfillment department must inspect all incoming shipments to ensure all product is in its original condition. No in-store credit will be given if product has been unraveled, co-washed, or manipulated in any manner from its original state.
Xcellence Hair, at its sole discretion, may exchange products under the following conditions:
- Requests must be made within 2 business days of receipt of product(s).
- Any exchange requested after 2 business days of receiving the product will not be honored.
- We will not accept any merchandise, which has been used or altered (unraveled, washed, brushed, combed or cut) in any way.
- According to the Federal law you cannot return human hair products that have been used due to hygienic reasons. Please return the item in the original condition as a necessary health precaution.
- Product must be exchanged for something of equal or greater value.
- In order to process an exchange, the product would need to be sent back at your expense. A label should be printed and placed onto your package to ensure your package is insured during its route back to our offices. Once your product has been received it will be examined thoroughly. If the product has been returned unused in its original condition, we will exchange the product for something of equal or greater value per your selection.
- Exchanges are limited to one exchange per order. No refunds will be permitted, unless it is determined that Xcellence Hair is the party at fault due to a fulfillment error, then we shall exchange the product at no additional cost to the customer.
- Customer is responsible for the reshipment cost as that is a separate service that has already been used.
RETURN AND EXCHANGE PROCEDURE
When you receive your item(s), open the box and visually examine the product to verify if you have received the desired texture and lengths you ordered. You can gently take the hair out of the plastic. At this time, you can determine if the products you have received are damaged, defective, or materially different from what you ordered.
Please, contact us immediately with any discrepancy or questions.