30-day satisfaction guarantee

We want you to feel confident with your purchase. That's why we offer a 30-day satisfaction guarantee from the date of your order.

If the hair does not meet your expectations, we will be happy to help you find the best solution. In many cases, the problem can be solved with proper care or a simple action, but if necessary, we will replace the product under the terms of the guarantee.

Before you contact us

Many problems that arise are not caused by manufacturing defects.

Our Standard hair is treated with a protective protein treatment that makes the hair soft, shiny and easy to manage when new. This treatment gradually wears off with washing and use.

As the treatment begins to wear off, the hair can:

• feel drier
• become frizzier
• tangle more easily
• need more moisture than before

This is a natural characteristic of treated human hair and does not automatically mean that the product is faulty.

Please read the information below before contacting us. It answers the most common questions and helps you determine if your hair needs more care or if there may be a defect in the product.

How do real hair extensions work?

Real hair extensions are a natural product and each strand is unique.

How long the protective protein treatment lasts is affected by, among other things:

• how often the hair is washed
• which products are used
• use of heated styling tools
• sun, salt water and chlorine
• how the hair is brushed and handled

The same type of hair can therefore feel different to different people, even when it comes from the same production batch.

Frequently asked questions

My hair has become dry or frizzy after a few weeks – is there something wrong with the hair?

Not necessarily.

As the protective protein treatment gradually wears off, the hair needs more moisture and care. This is a natural part of the lifespan of real hair extensions and does not automatically mean that the product is defective.

My hair has started to tangle - what can I do?

We recommend that you:

• use moisturizing products designed for hair extensions
• always use heat protection before styling
• brush your hair regularly with an extension brush
• sleep with your hair in a loose braid
• avoid products with strong sulfates or deep-cleansing shampoos

My Tape Extensions are coming loose – is there something wrong with the tape?

Not necessarily.

In most cases, tape comes loose because residue from conditioner, oil or other products was left in the hair during application, or because the tape tabs were not pressed together firmly enough.

If the problem continues, we will be happy to help. Our first step is normally to send replacement tape free of charge.

What does the satisfaction guarantee cover?

If the hair does not meet your expectations, you may receive a replacement product under our 30-day satisfaction guarantee.

For the guarantee to apply:

• you must contact us before returning the product
• the complete product must be returned
• the product must have reached us within 30 days of the order date

It is therefore not enough to contact us within 30 days. The product must also have been returned and received by us within the time limit.

The satisfaction guarantee may be used once per order and entitles you to a replacement product, not a refund.

What is not covered by the satisfaction guarantee?

The satisfaction guarantee does not cover:

• normal wear and tear
• changes caused solely by normal wear and the gradual wearing away of the protective protein treatment
• bleaching, coloring or other chemical treatments
• damage caused by incorrect care
• damage from heated styling tools when heat protection has not been used
• damage caused by external factors or improper use
• problems caused by incorrect application

If the tape on a tape extension comes loose, our first step is normally to send replacement tape. If the problem was caused by the way the extensions were applied, please contact the hairdresser or person who applied them.

Expected lifespan

Lifespan varies depending on care and use.

• Standard hair: up to approximately 6 months with proper care.
• Long Lasting hair: up to approximately 2 years with proper care and generally requires less maintenance.

These time periods are estimates and are not guarantees of a specific lifespan.

Promotional products

Products supplied free of charge as part of a promotion are not covered by the voluntary 30-day satisfaction guarantee.

If an order is returned, any promotional product must also be returned. If the promotional product is kept, its stated value may be deducted from the refund, provided that this was stated in the promotional terms at the time of purchase.