Return/Exchange Policy


Return Policy

At The Hair Agency, LLC. we maintain a very high level of quality assurance. All our hair is prepared and professionally packaged at our office in Atlanta, GA. Everything goes through a rigorous 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.
Due to the nature of our products, all sales are FINAL.

Replacements

We take great pride in our product and it is 100% guaranteed. Since natural hair is reactive to a simple wash and deep conditioning, product issues or concerns can often easily be remedied by implementing a simple care regimen. However, if you feel you've received a product that is truly defective and unusual we want to hear from you. If you have received any product that is defective you must contact us within 14 calendar days from the date of purchase. Although no refunds are permitted we will address the quality issue at once. A Customer Service Representative will provide the customer with instructions for the return of ALL of the product in question. Note that perming, coloring, lifting, rinsing, cutting, removing the hair from the weft or otherwise processing the hair VOIDS the Product Defect Exchange Policy. If The Hair Agency verifies and agrees that the product is defective in any way, The Hair Agency will then exchange or replace the item.

If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. The Hair Agency will cover the cost of shipping the exchanged/new item back to the customer if ground shipping is selected. Otherwise, the customer will receive a $15 credit towards another shipping option. If The Hair Agency does not validate the product defect issue, we will return the item in question to the customer at our expense (via ground) without an exchange of product.

Exchanges

From time to time, The Hair Agency, at its sole discretion, may exchange products or portions of a product under the following conditions: Requests must be made within 14 calendar days from the date the customer receives the product. Any exchange request after 14 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 the 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, lifting, rinsing, removing the hair from the weft or otherwise processing the hair voids ALL EXCHANGE AND REPLACEMENT guarantees.
            Product must be exchanged for something of equal or greater value. No refunds will be permitted.
            You must send the product back to us in order to process the exchange. In order to process an exchange the unwanted product would need to be sent back using our address. Once your product has been received it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.

* In the Rare Occurrence of a product defect, the policy will be as follows:
There is a 14-day Product Defect Exchange Policy which commences on the date the product was recieved. Customers should contact The Hair Agency at info@thehairagency.com and notify us of their issue or concern. The hair must be removed and the entire purchased amount must be returned for the quality assurance process to begin. Note that perming, coloring, lifting, rinsing, removing the hair from the weft or otherwise processing the hair VOIDS the Product Defect Exchange Policy. If The Hair Agency verifies and agrees that the product is defective in any way, The Hair Agency will then exchange or replace the product. If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. The Hair Agency will cover the cost of shipping the exchanged/new item back to the customer if shipped ground. Otherwise the customer will receive a $10 credit towards another shipping option. If The Hair Agency does not validate the product defect issue, we will return the item in question to the customer (via ground) at our expense without an exchange of product.

We understand the costs of having to remove the extensions may be significant. As such, The Hair Agency will gladly provide a credit of $75 to the customer towards a future The Hair Agency Hair purchase if, and only if, the product is determined by The Hair Agency to be defective. This policy is effective 4/01/14. Any customer that has hair deemed defective that is replaced on or after this date will receive a $75 voucher that can be used with online orders. Please email info@thehairagency.com to complete your order. Customers have one year to redeem the voucher.
PLEASE EMAIL BEFORE SENDING HAIR BACK FOR AN EXCHANGE!