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Here are some answers to your questions about how to exchange your Bixby Wells hair system and supplies.

EXCHANGE & RETURN POLICY

If you are not completely satisfied with your purchase, we offer a hassle free return and exchange policy on select items. Please see our guidelines below for details.

WHAT PRODUCTS ARE INELIGIBLE FOR RETURNS OR EXCHANGES?

• Lace frontal hair systems that have been cut or damaged in any way
• The original packaging has been altered or product was altered
• Hair systems that have been worn or that have had hair styling products applied to them
• Hair systems that have been cut to template

ORDER CANCELLATION POLICY

Any cancellation made for hair replacement systems, accessories or supplies placed on our website after 24 hours will incur a 15% restocking fee.

RETURN POLICY FOR STOCK HAIR SYSTEMS:

• Hair systems that are unworn or unaltered can be returned for a refund. Can only be returned if unworn and unaltered, whether alterations are made by you or by us at your request.
• -If the base size or hair length we cut for you is incorrect, please send in photos first to prove it.
• -Goods must be returned within 30 days after you receive them. -We will only replace or refund after we have received the goods. We take no responsibility for returns lost by postal services.
• - You will be responsible for the hair systems until they reach us.

CUSTOM HAIR SYSTEMS:

• - If it is faulty, we will repair. If it is irreparable we will make a replacement system.
• - You must provide photos and/or videos that demonstrate fault.
• - Can only be returned if unworn and unaltered by you.
• - Goods must be returned within 30 days after you receive them.
• - Refunds can be claimed if unworn and unaltered by you.
• - Refund attracts 50% service fee.
• - In order to cover labor and material costs, if you cancel a custom order before you recieve it, you will only recieve a 50% refund.
• - If you order a wrong custom made hair system by mistake, the hair system cannot be returned for a refund. If you would like us to adjust it, extra cost will be charged accordingly.
• - You will be responsible for the hair systems until they reach us.

REPAIR ORDERS:

What repair service covers:

• -Professional Cleaning Removes glue and other residue from base.
• -Mending base tears If you have a PU base, we will brush on a new layer of PU.
• -Lace front change Edges fray over time, replacement achieves a more natural look.
• -Hair refill Loose hairs are removed and replaced with new hair that is color and density matched. Note We CANNOT replace all the hair on the system. We replace loose hair with new hair. However, over time old hair will continue to loosen and shed. While repair prolongs hair system lifespan, it is a short term solution. The only long term solution is to buy a new hair system. No refunds are offered for repair under any condition.

ACCESSORIES and SUPPLIES:

• -Refund can only be given if packaging is unopened.

 

DO YOU HAVE AN EXCHANGE POLICY?

We understand that picking the right hair system might be a bit difficult when choosing from a computer screen, so we are happy to exchange your unopened Bixby Wells non-cut to template hair system. Due to hygienic reasons we only exchange items that have not been opened, worn or tampered with.

 

MAY I EXCHANGE MY ORDER?

We are more than happy to accommodate exchanges of hair systems that have NOT been opened, worn or tampered with.

You may return your Bixby Wells order ONLY if the hair system was not cut to template, is unopened and not removed from the packaging. Bixby Wells hair systems are packaged with our "remove the tag & own the hair" tag, which must be attached with the security loop intact to receive an exchange.

 

WHY ARE BIXBY WELLS HAIR SYSTEMS NON-EXCHANGEABLE IF OPENED?

Human hair replacement systems are considered a hygienic product. 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.

 

HOW CAN I EXCHANGE MY HAIR SYSTEM FOR THE RIGHT COLOR?

You must contact us first at via our Contact Us Page within a thirty (30) day exchange period. All Bixby Wells hair systems must be shipped back unopened in the original packaging and the packaging must not be defaced in any way or an exchange will not be issued. All exchanges must be accompanied by a copy of your invoice.

We will then provide you with our return address where the exchanged items will be inspected to see if you qualify for an exchange. Opened merchandise and cut to template hair systems will not be exchanged.

 

DO I HAVE TO PAY FOR THE SHIPPING OF MY EXCHANGE?

You are responsible for all exchange shipping costs and we recommend that you send your exchange with a tracking number because Bixby Wells will not be responsible for lost exchanges.

Also, please indicate on package “RETURN, NO DUTIES” or your package will be returned to you.

 

WHEN WILL I RECEIVE MY EXCHANGE?

We will send you your hair system with the right color after we have received, inspected and confirmed that the returned hair extensions still have our Weftbar "remove the tag & own the hair" tag attached with the security loop intact indicating that the extensions have not been worn.

 

WHAT IS THE RETURN PERIOD?

We will provide an exchange for unopened hair extensions within thirty (30) days of the date that you receive your hair extensions.

 

MAY I RETURN WEFTBAR HAIR EXTENSIONS FOR EXCHANGE WITHOUT CONTACTING YOU OR GETTING AN RMA?

No. You must contact us via our CONTACT US PAGE prior to sending your exchange as our return address is different from the address we ship our hair extensions from. Also, the RMA facilitates tracking of your returned product and expedites your exchange.

Please note that refunds for merchandise returned for exchange without contacting us will be denied as exchanges cannot be accepted at our warehouse facility.

 

WHAT IF I WANT TO RETURN MY HAIR EXTENSIONS?

If you wish to return your item(s) please follow our return and refund policy here.

 

HOW MAY I CONTACT YOU?

You may contact us via our CONTACT US PAGE and we will reply to you within 24 hours.