Refund policy
Sections
1) Refunds/Returns
2) Exchanges
3) Missing Items
4) Damaged/Defective Items
5) Cancellations
1) Refunds/Returns
Our goal is to provide everyone with a flawless hair experience. If you ever have any problems, please contact us so we can do our best to assist you. Due to the nature of our products, ALL SALES ARE FINAL. For sanitary purposes, our offered products cannot be resold after being worn or manipulated by the customer. For this reason, ALL SALES ARE FINAL and no requests for returns or refunds will be accepted. Please make sure to verify your order and ensure that all items in your cart are correct before placing an order. By placing an order you accept that all sales are final and agree not to file disputes or chargebacks for your order.
2) Exchanges (if applicable)
In the rare event that we mistakenly ship the wrong item(s), an exchange may be requested.
Eligibility: In order to be eligible for exchange, the item(s) received in error must be in their original state, not worn, washed, manipulated, dirty or damaged. Items must be in their original packaging and remain tagged. Bundles should not be unwrapped or untied at the top. Lace should remain in tact and uncut. Packages sent for exchange must include the original invoice for proof of purchase. If any of these criteria are not met upon inspection, the exchange request will not be granted.
Process: If your order meets the eligibility requirements listed above, send us an email at support@hairinthemirror.com WITHIN 72 HOURS OF THE DELIVERY DATE. Requests outside of this time frame will not be processed. Include your name, order number, the item(s) received in error and the item(s) that should have been received instead. Also attach a current photo/video of your order to verify the eligibility requirements are met. Once we confirm the items are in their original state, you will receive a shipping label and instructions to return the incorrect item(s). Your correct item(s) will not be shipped until the incorrect item(s) have been returned to us. Approved returns must be shipped within 3 business days of approval. After this timeframe, you will have to submit a new exchange request and pay for your own shipping label, upon approval. Once we receive your items, we will send an email within 48 hours to confirm we have received them. We will inspect your items to verify they are still in original condition. This process will be recorded, starting from opening your package, to confirm the condition it was sent to us in. If approved, the incorrect items received by the customer will be exchanged for the correct items ordered by the customer. Substitutions will not be allowed. The correct item will be shipped to you using the same delivery method as your original order, at our expense. Approved exchanges will be subject to our standard processing time. See our Shipping Policy for more details.
Note: Items sent back without first requesting an exchange will not be accepted. Items sent back after being denied for not meeting the original condition criteria will also not be accepted.
3) Missing Items
In the rare event that we forget to send an item ordered, the item will be shipped to you at our expense. Please notify us of any missing items WITHIN 72 HOURS OF THE DELIVERY DATE. Send an email to support@hairinthemirror.com. Please note that all packages are photographed before shipment due to fraud attempts. This is done for the protection of the customer, and the company and to ensure you receive the correct products.
4) Damaged/Defective Items
Each item is carefully inspected prior to being packaged and shipped to our customers. If you believe you have received a damaged or defective item, a replacement may be requested.
Eligibility: All items must be unused, unworn and in their original condition with all original tags in tact. The damage must be proved to be related to manufacturing, not transit or handling/wear by the customer. We are not responsible for any damage caused to our products by the customer or any third party, such as a stylist or shipping carrier. If your order was damaged in transit, view our Shipping Policy for details on how to proceed.
Process: Please email us at support@hairinthemirror.com WITHIN 72 HOURS OF THE DELIVERY DATE. Include your order number, a description of the issue and photos/videos of the damage. If your request is approved, we will provide a shipping label and instructions. Your replacement item will not be shipped to you until we receive the damaged item. Your damaged item must be shipped shipped within 3 business days of approval. After this timeframe, you will have to submit a new request and pay for your own shipping label, upon approval. Once we receive your items, we will send an email within 48 hours to confirm we have received them. We will inspect your items to verify they are still in original condition. This process will be recorded, starting from opening your package, to confirm the condition it was sent to us in. If approved, the damaged item(s) received by the customer will be replaced. Approved requests will be replaced with the same item. Substitutions will not be allowed. The replacement item will be shipped to you using the same delivery method as your original order, at our expense. Approved replacements will be subject to our standard processing time. See our Shipping Policy for more details.
Note: Items sent back without first requesting a replacement will not be accepted. Items sent back after being denied for not meeting the original condition criteria will also not be accepted.
5) Cancellations
If you would like to cancel an order, please contact us at support@hairinthemirror.com. Include: "Cancel Order HMXXXX" in the subject. Replace HMXXXX with your order number. Orders cancelled before an order confirmation form is submitted will be refunded, minus a 10% payment processing fee. Orders cancelled after submission of an order confirmation form will be refunded, minus a 25% restocking fee. If a tracking number has already been assigned to your order, it is no longer eligible for cancellation. We will contact you to confirm the cancellation, if eligible. Refunds (minus the payment processing fees) should be processed by your financial institution and returned to the original payment method in 2 -7 business days.