Refund and Return Policy
Refunds are available ONLY on products that are unopened. Unopened products may be returned up to 30 days from purchase date. Once we received the product back and verify that it has not been opened, we will issue a refund by way of the same method the product was purchased. However, if product is inspected and determined that it had been opened by the seal being broken, product will be returned to customer and a refund will not be usued (see additional conditions and return procedure below).
All of our products are 100% guaranteed.
We maintain a very high level of quality control. All of our hair goes through a meticulous process to make sure you are receiving the best quality product possible. All hair orders are thoroughly inspected before shipping. It is our primary focus to make sure you are completely satisfied and always receive the very best in quality. We also suggest customers inspect each product before removing the bands from the bundle or handling the hair, because:
We will not accept any merchandise which has been used or altered (brushed, combed, picked, cut, removed from the weft or processed in any way. According to Federal law you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns and federal law. Please return the item in the original and resalable condition as a necessary health precaution. Note: that perming, coloring or rinsing, lifting, cutting the hair off the weft or otherwise processing the hair voids ALL EXCHANGE AND REPLACEMENT guarantees.
Merchandise must be in its original condition with the hairband and label intact around the top of each bundle. Any merchandise that is received without bands will be returned to the client without an exchange of product.
There is a 30-day Product Defect Exchange Policy from the date of purchase.
Replacements
Although no refunds are permitted except for unopened products; in the rare case of defects, we will give such quality assurance issues immediate attention. A Customer Service Representative will provide the customer with mailing instructions for the return of the entire product in question. If Pristine Hair Company verifies and agrees that the product is defective in any way, Pristine Hair Company will then exchange or replace the item.
If the customer selects a product in exchange of greater value, the customer will be responsible for paying the additional cost of the item. Pristine Hair Company will cover the cost of shipping the exchanged/new item back to the customer. If Pristine Hair Company does not validate the product defect issue, we will return the item in question to the customer at our expense without an exchange of product.
Exchanges
On occasion, Pristine Hair Company, at its sole discretion, may exchange products or portions of a product that are not defectiveunder the following conditions:
Requests must be made within 7 calendar days of receipt of product(s). Any exchange request after 7 calendar days will not be honored.
We will not accept any merchandise which has been used or altered (brushed, combed, picked, cut, removed from the weft or processed in any way. According to Federal law you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns and federal law. Please return the item in the original and resalable condition as a necessary health precaution. Note: that perming, coloring or rinsing, lifting, cutting the hair off the weft or otherwise processing the hair voids ALL EXCHANGE AND REPLACEMENT guarantees.
Merchandise must be in its original condition with the hairband and label intact around the top of each bundle. Any merchandise that is received without bands will be returned to the client without an exchange of product.
Other than the unique circumstances outlined above, all sales are otherwise final.
Return Procedure
Customers should contact Pristine Hair Company Customer Care at order@pristinehaircompany.com or by phone at (415) 267-3955; notifying us of the issue or concern. The entire purchased amount must be returned for the quality assurance process to begin. A Customer Care Representative will provide the customer with a return authorization form, and mailing instructions for the return of the product in question.