Refund & Exchange Policy

At Pulchra Hair Extensions, we stand behind the quality and craftsmanship of our products. Our goal is to ensure you are completely satisfied with your purchase. We will gladly refund or exchange hair extensions that are defective subject to the terms and conditions outlined in our Warranty Policy.

All hair extensions, tools and replacement tape that are not defective will be subject to our 7 Day Return & Exchange Policy.



View Our Warranty Policy

1. Refunds & Exchanges on Defective Hair Extensions

1.1 All defective hair extensions will only be exchanged or refunded under the following circumstances:

  1. Warranty Registration has been completed within 30 days of the purchase date.
  2. A return or exchange request has been submitted together with the completed client consultation form.
  3. The defective items have been shipped back to our head office for inspection.
  4. We shall take no responsibility for items in transit when shipped back to us. Please ensure you use a reputable courier company and / or purchase shipping insurance in the unlikely event that something happens to your parcel whilst in transit.
  5. Only once a thorough inspection of the defective product and further investigation in conjunction with the certified stylist (to ascertain whether correct maintenance & after care protocols have been followed by the client), will notification of the outcome be emailed.
  6. If it is established that the product has failed subject to the terms and conditions outlined in our Warranty Policy, a Refund or exchange will be approved.
  7. If it is established that the product has NOT failed due to the points outlined under our "Covered under Warranty" section & has failed due to the points outlined under our "Not Covered under Warranty" section - A refund or exchange will be rejected & you shall be liable for costs related to shipping the product back to yourself.

1.2 Refunds

  1. Approved refunds will be processed within 14 days after notification of Refund Approval has been emailed. You will also be notified via email if your Refund Request has been rejected.
  2. The amount to be refunded will be for defective hair only. The amount paid for shipping on the original order will not be refunded.
  3. We reserve the right to deduct a handling / restock fee of 15% at our sole discretion, due to transactional fees and operating expenses incurred from processing of the original transaction.

1.3 Exchanges

  1. Authorized exchanges will be fulfilled within 7 days after notification of Exchange Approval has been emailed (depending on stock availability).
  2. If the desired shade / length / method is out of stock, you will be offered a similar choice in lieu of OR alternatively your exact shade etc. will be ordered for you instead upon your request.

2. General Returns, Refunds & Exchanges (Not applicable to defective products)

2.1 We offer a 7 day return and exchange policy.

  1. Due to hair extensions, hair accessories & brushes being considered as "Hygiene Products" we will only facilitate returns / exchanges on hair extensions and accessories if the products are unopened, unused & in the original packaging & condition with the security seals intact. Unfortunately, these terms will only apply to our registered TRADE CUSTOMERS. Purchases of said "Hygiene Sensitive Products" by Retail Customers will be considered as FINAL SALE.
  2. For hygiene reasons; brushes, hair ties and hair clips may not be refunded or exchanged unless they are defective.
  3. If it is found that a product has been opened or used it will not be eligible for an exchange, return or refund UNLESS the product is defective. (Please see section 1 above).
  4. The 7 day return & exchange policy is not applicable to sale items. All hair extensions on sale are considered as Final Sale & are not eligible for a return, exchange or refund.
  5. The 7 day return & exchange policy is not applicable to "made to order" products as these are custom made according to your specifications and are considered "Final Sale" UNLESS the product is defective. (Please see Section 1 above).
  6. To facilitate your return, we require the Exchange / Return Form to be completed and submitted. No returns, refunds or exchanges will be processed without submission of the required form.

2.2 Shipping, Return, Refund & Exchange Fulfillment

  1. All products eligible for return, exchange or refund subject to our 7 day policy must be shipped back to our head office at your own cost.
  2. We shall take no responsibility for items in transit when shipped back to us. Please ensure you use a reputable courier company and / or purchase shipping insurance in the unlikely event that something happens to your parcel whilst in transit.
  3. If a refund is requested, we reserve the right to charge a 15% handling / restock fee to recover transaction & operational costs incurred from processing the original sale on our platform.
  4. Once the returned item is received, it will undergo a thorough inspection to ascertain whether or not the product is unopened, unused and in its original condition.
  5. You will be notified via email if your request has been approved or rejected.
  6. If a refund is approved subject to our 7 day policy, it will be credited to your bank account within 14 days.
  7. The amount refunded will be for the returned product(s) only, less 15% handling / restock fee for transactional fees incurred from the original sale. Under no circumstances will shipping be refunded.
  8. If an exchange is approved subject to our 7 day policy, it will be fulfilled within 7 days subject to stock availability.
  9. If the desired shade / length / method is out of stock, you will be offered a similar choice in lieu of OR alternatively your exact shade etc. will be ordered for you instead upon your request.
  10. If a refund, return or exchange is rejected for any reason, you shall be liable for costs related to shipping the product back to yourself.
  11. In the event of an exchange, additional shipping will be charged to ship the exchanged product to you.

WARRANTY FAQ's

Matting & tangling due to an Inversion Manufacturing Defect

An inversion manufacturing defect in hair extensions typically refers to a situation where some or all of the hair strands are sewn or attached in the wrong direction — meaning the cuticle layers of the hair are not aligned from root to tip.

Signs your extensions might have this defect:

  • Unusual tangling soon after installation.
  • Roughness despite proper care.
  • Hair that doesn’t feel or move naturally.

This defect will be evident & present from the beginning & is not a defect that occurs over time due to normal wear & tear and / or improper maintence & care of extenions.
Excessive weft shedding due to manufacturing issues

Wefts shed due to poor construction during the manufacturing process.
If the weft (the stitched base that holds the hair together) is loosely stitched or single-stitched, the hair strands can easily fall out.

After stitching, high-quality wefts are typically sealed with adhesive to prevent shedding. If this step is skipped or poorly done, the hair can fall out easily.
Excessive weft shedding due to incorrect installation or aftercare

Incorrect installation techniques such as passing the needle through the weft can compromise the weft bond and eventually lead to its disintegration.

Incorrect aftercare protocols can weaken the adhesive on sealed wefts:

  • Using the wrong brush or snagging the weft.
  • Using Sulfate shampoos, alcohol based products, heavy oils or excessive use of dry shampoos.
  • Frequent high-heat styling can weaken both the hair and the weft, causing breakage and shedding.