Return and Exchange Policy

  • Do I have to pay for the shipping of my return or exchange?
    Yes, as we provide free standard shipping on all orders, customers wishing to return or exchange their set will be responsible for all return shipping costs. We recommend that you send your return with a tracking option, because Luxy Hair will not be responsible for lost packages.
  • May I return or exchange my Luxy Hair extensions without contacting you or getting an RMA?

    You must contact us prior to sending your return, as the return address may be different from the address your order was originally shipped from. Also, the RMA facilitates tracking of your returned product and expedites your refund.

    Please note that refunds for merchandise returned without contacting us cannot be guaranteed.

  • When will I receive my new exchange?

    We will send you the different color hair extensions after we have received, inspected and confirmed that the returned hair extensions were not opened. All customers must contact us after sending the package back and provide us with the tracking information of the set being returned, in order for us to place the order for your exchange.

    It takes 1-2 business days to process all orders from the moment we place it in our system. For more shipping details, please click here.

  • 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. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.

    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.

  • How do I initiate a return or exchange?

    We're sorry to hear your Luxies were not a good match!

    Please e-mail us at info@luxyhair.com with your order number and the following information, and we'll be happy to provide you with our return address. If you need help choosing a better match in exchange, feel free to send over some photos of your hair taken in natural lighting and we’ll be happy to help you.

    1. Please read about our return policy or our exchange policy below.

    2. If you agree to our refund/exchange policy and guarantee that the item has not been opened and taken out of its security seal, please e-mail us and copy/paste the following statement:

    "I, (insert your full name), agree to the Luxy Hair return/exchange policy and understand if Luxy Hair finds that the item has been opened and taken out of its security seal, I will not receive a return/exchange, and I will not receive my opened item back."

    3. Please take 4-5 photos of your set as shown in the attached images. Kindly refer to the instructions that apply to the type of box you received.

    Rectangle Box

    Round Box


    Also, if you have any feedback as to why you are returning your set - we'd love to hear it! Customer feedback is what helps our company learn and grow.

  • Why are Luxy Hair extensions non-returnable if opened?

    Human hair extensions are considered to be a hygienic product by law. We take matters of hygiene and public safety very seriously and do not allow opened items to be returned for the safety of all our customers.

    We are not alone - other hair extensions suppliers do not allow returns of opened items for the same reasons.This is also why we offer a tester weft located in the bottom compartment of the box, so that you can determine whether or not the shade and texture is the right match for you, before having to fully commit to the set.

    If you are unsure what your ideal Luxy color match is, please e-mail our Support team at info@luxyhair.com with some images of your hair taken in natural lighting like the image below - we'll be happy to help!

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  • What is the return/exchange period?

    We will provide a full refund or exchange on unopened hair extensions within 60 days of the date that you receive your order.

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  • Can I return or exchange my order?

    Yes! We are pleased to accommodate returns and exchanges within 60 days on all sets that have not been opened, worn, or tampered with. Good news is that all full sets of Luxy Hair extensions come with a tester weft in the bottom compartment of the rectangular box or the top compartment of the circular box. You can take out this piece to determine if the color is a good match.

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