Luxy Hair’s policy is designed around hygiene and product integrity for human-hair extensions. Returns and exchanges are generally available within 60 days for eligible items, but only when the hair extensions remain unopened, unworn, and not tampered with. Packaging condition matters: security seals must be intact, and items that show signs of opening or use are typically not eligible for a refund or exchange. This approach is common for personal-care products where resale is restricted once opened.
Many full sets include a “tester” weft in a separate top compartment of the circular box to help confirm color match without opening the main compartment. The tester is considered part of the full set. For a return or exchange to be processed, the tester weft must be included and must be in original condition. Altering the tester (for example, dyeing, toning, cutting, washing, curling, or straightening) can make the order ineligible. If the tester is missing or altered, the refund or exchange may be denied, and additional charges may apply depending on the condition assessment.
Final Sale items have stricter terms. Items purchased from the Final Sale section are generally not refundable to the original payment method; they are typically eligible for exchange or store credit only, provided the main compartment remains sealed. Certain categories—such as hair accessories, sample swatches, and wet-line products—are treated as final sale and are not eligible for return. Express shipping charges are generally non-refundable even when a return is accepted.
For refunds, return shipping costs are typically the customer’s responsibility. If a prepaid label is used through the brand’s process, the label cost may be deducted from the refund total. Using a trackable shipping method is important because lost packages may not be covered. Refunds are generally issued back to the original payment method after the return is received and inspected, with internal processing often taking several business days; banks and card issuers may take additional time to post the credit. For exchanges, the process may release the replacement order once the carrier scans the return package, and U.S. customers may receive a complimentary return label for exchanges. When exchanging into a lower-priced item, a partial refund may be issued; when exchanging into a higher-priced item, payment of the difference is typically required before completion.
