Due to the possibility of contamination, we do not accept returns on products that have been opened or used. If however a refund or exchange is needed for unopened and unused products, please notify us at firstname.lastname@example.org within 5 days of receipt of the product(s). Please be aware that refunds and exchanges will not be issued until after the unopened products have been received and inspected by a member of our team.
The customer is responsible for all shipping (which must include tracking information) costs on returned products unless the reason for return is deemed to be the fault of Kinky Tresses.
In cases where a refund will be issued, the customer will be refunded the total cost of the product sold minus the original shipping cost. The original shipping cost cannot be refunded because the shipping cost was paid to a third party carrier. Kinky Tresses neither retains nor profits from the shipping cost charged by shipping carriers.
No Refunds or exchanges will be granted after the 5 day period.
We are unable to cancel orders that have already been shipped.
Return to Sender:
In cases where a package has been shipped and subsequently returned to sender because the customer has either entered the incorrect address or is unable to pick up the package from the carrier, the customer is responsible for all additional shipping charges required to re-ship the package. If Kinky Tresses is at fault, the package will be re-shipped at no additional charge to the customer.
Processing and Shipping Times:
Please be aware that the processing time is different from the shipping time. The processing time is the time it takes to pull your order and get it packed up for shipment. Since we operate at a high volume and we process all orders in the order in which they were received, the time it takes to get to your order can take anywhere from 1 to 4 business days (does not include weekends and holidays). During sales and special promotions, the processing time may be extended up to 10 business days. The shipping time is the time it takes the package to get from the carrier to the customer. This time begins once the package has been picked up by the shipping carrier (UPS, USPS).
Domestic shipping times are approximately 1 to 3 business days (excluding weekends and holidays) depending on the location of the customer and the shipping option (USPS First Class, USPS Priority Mail, UPS) chosen at check out. All delivery times are estimated by the carrier but not guaranteed therefore if a package does not arrive within the estimated time frame, the carrier will not offer a refund. Kinky Tresses is not responsible for and will not offer shipping refunds for packages that arrive outside of the carrier's estimated delivery time. Kinky Tresses does not offer express delivery at this time.
International packages: Kinky Tresses is NOT responsible for any customs duties, taxes or fees placed upon items arriving to the customer's location/destination.
Kinky Tresses is NOT responsible for lost or stolen packages after the delivery has already been made and confirmed by the carrier(s). Customers are encouraged to keep track of the location of their package so that they are aware of when the delivery will be made. Unattended packages have a high chance of being stolen. If you think that your package has been lost or stolen, check with tour immediate neighbors just in case it has been accidentally delivered to the wrong address. If you still cannot find the package, please contact the carrier (UPS, USPS) and file a claim immediately. Have your tracking number and receipt of purchase ready when filing a claim with the carrier. Kinky Tresses will not be held responsible for providing a refund or sending new products if the shipment’s tracking number has confirmed that the package has been delivered.
If items have been damaged or spilled during transit, please take a picture showing damaged products and send it to email@example.com