Refund policy
Return Period:
Items must be received within 30 days of the order placement date for non-affiliates. Items must be received within 60 days for affiliates. Our aim is to ensure customer satisfaction, and we handle returns on a case-by-case basis. We stand behind our goods and services, and we strive to deal with our customers fairly and reasonably. We believe that when we treat our customers well, they reciprocate.
Return Eligibility:
Due to hygienic and sanitary reasons, we have a strict "no refund" policy for used, chemically altered, or opened products. This policy applies to human hair extensions, which are considered hygienic products. This policy is an industry standard, followed by other hair extension suppliers as well. If you have any concerns or issues with the product you received, please contact our customer service team for further assistance.
- All items will be inspected upon receipt to determine eligibility for a return/exchange. Once the hair has been altered in any way, such as cutting, trimming, razoring, removing clips, toning, dying, coloring, purple shampoo, color depositing products, perming, chemical straightening, henna, swimming in chlorine water, etc., returns will not be accepted as the quality cannot be guaranteed.
Final Sale Items:
- Discounted items, color rings, swatches, accessories, K-Tips and Tape-in extensions are considered final sale items and are not eligible for returns or exchanges.
- Clutch Hair Culture toppers are also considered final sale items for sanitary purposes and cannot be returned or exchanged once removed from the original packaging.
- All sales of classes and associated products are final sale. If a stylist is unable to attend a registered class, we will honor their purchase and allow them to reschedule within 1 year. However, hair purchased for the live model portion of the class is nonrefundable, even if the stylist is unable to reschedule.
- Model swaps for classes are handled on a case-by-case basis. Please reach out to your local sales rep to address this issue
- If the model desires more length, volume, or a different color, we may accommodate an exchange to a different length or color leading up to the class day or during the class in person
Return Patterns:
We acknowledge the importance of returns to our customers. However, to ensure a positive shopping experience for all customers, we reserve the right to restrict or refuse future transactions from customers who exhibit an unreasonable return pattern.
Incorrect Product Shipment:
If you receive the wrong product, we apologize for the mistake, and we will promptly correct it. Please contact us at admin@clutchhairculture.com with your order number and detailed information, and we will make it right.
Refund Policy:
For all returns, a 20% restocking fee will be automatically deducted. Once your return is approved, a refund will be issued to your original payment method. Refunds for orders purchased with Clutch Hair Culture Gift Certificates will be reissued as a new gift card. Additional restocking fees may be applied in certain circumstances. All e-gift card purchases are final sale and non-refundable.
Exchange Policy:
For exchanges, a shipping charge of $7-10* may be deducted from the store credit to cover shipping costs on your exchange order if free shipping is selected. *Fee subject to change based on current shipping rates. Store credit will be issued to your online account for exchanges once we receive your item.
Warranty:
If unopened products or hair extensions are damaged, we offer an exchange for up to 3 months. Defects covered by our warranty include inversion, excessive shedding, incorrect color, and fading.