Refund policy
RETURNS & REFUNDS POLICY
For hygienic reasons, all hairpieces (Wigs, Toppers, Bangs, Halos, Clip-ins, Ponytails) and all opened or used products are final sale.
Disclaimer: euronaturals™ Hair Extensions are 100% human hair. It is not recommended to alter or change the extensions.
Any chemical process will shorten the life of the extensions. Therefore, we do not recommend hair colour, toner, peroxide, bleach and hair lighteners, pigmented shampoo or conditioner, and other chemicals. This could damage the hair extensions. The warranty on the hair will no longer be valid. We will not be held responsible.
RETURNS
Our policy lasts 30 days. If 30 days have passed since you received your order, unfortunately we can’t offer you a refund or exchange. This is final for all items.
To be eligible for a return, your item must be unused and in the same condition that you received it. Orders you have sent back cannot be refunded until they are returned after you receive your order.
ELIGIBLE REASONS FOR A REFUND OR REPLACEMENT
- If you received your product in a damaged state, then you must notify us within 24 hours after receiving this product.
- If you received the wrong product or variant of the product (in this situation we will also offer you to simply ship the correct variant without requiring you to return the one you got).
- You have received the wrong colour of the item you order (you will be offered the same solution as above in addition to a normal return/refund exchange).
- In the rare and unfortunate event your parcel was lost during transit, we will of course offer you a free replacement of the lost product. Since the fault is in fact on our courier Purolator in these scenarios we cannot offer a full refund in this case.
- We only issue a refund for a change of mind if it is in a new condition and is shipped back to our Canadian address: euronaturals Hair Extensions, Unit B-20 Jody Avenue, North York, ON M3N 1H1.
To complete your return, we require a receipt or proof of purchase. This could be your email receipt or anything else related to your order. Usually this information will be easily accessible to us as soon as you contact us about the matter.
Please email us at michele@urbanbeautysystems.com to receive a Return Authorization Number (RAM).
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next you can contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at michele@urbanbeautysystems.com
PRICING
Prices may be subject to change without notice
SHIPPING COSTS
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it takes for your exchanged product to reach you may vary. If you are sending an item worth over $75 you should consider using a service that will track your package or purchase insurance from the shipping company. We cannot guarantee that we will receive your returned item.
ORDER CANCELLATIONS
If you choose to cancel your order between the time of purchase and the time that we have processed it with our fulfillment team you will incur a 20% cancellation fee to cover our payment gateway costs & processing fees.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging. You’ll also need a receipt or proof of purchase.
To request a return, contact us at michele@urbanbeautysystems.com and if approved we will issue you a Return Authorization Number (RAM) and we will send you instructions regarding the return address in Canada.
You will be responsible for your own return shipping costs. We recommend that you send your package with tracking included as we cannot take responsibility for lost return.
You can always contact us for any return questions at michele@urbanbeautysystems.com
DAMAGES & ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and correct any errors.
EXCEPTIONS AND NON/RETURNABLE ITEMS
Certain types of items cannot be returned, such as custom products and as special orders or personalized items. Please contact us if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.