Due to the nature of the raw goods and customer customizations service provided, there are no refunds. ALL SALES ARE FINAL. We do, however, encourage customers to contact our Customer Care Line (email: info@imagevirginhair.com or phone: 972-638-0944 to speak with one of our specialists if there are any concerns regarding your order. Image Virgin Hair Shop values you as a customer and will make every available attempt to assist with any questions or concerns.
Please inspect your order upon receipt and contact us immediately if the item is defective or if you receive the wrong item so that we can evaluate the issue and you may return an eligible item for an exchange of goods.
If a mistake is made in the processing of your order and you receive the wrong product, we will gladly exchange the item(s) for the correct purchase once your return has been received and inspected.
All returns must not be tampered with or seal broken in order to qualify for our exchange policy. In this case of an exchange, we will ship the exchange for free.
If we determine the exchange request is not caused by our processing or handling, then the customer will be responsible for all applicable shipping fees. If the customer does not pay to reship the item(s), the exchange will be canceled.
Note: This being 100% natural hair, there could not be an exact color/texture match. Few bundles may have a stronger texture, while few may have a lighter texture. And few bundles may have a lighter shade of color, while a few may have a darker shade of color. We do our best to match similar bundles together, yet this being a natural product, we cannot guarantee an exact match of color/texture. Also, other natural properties such as split ends should not be considered as a defect but as the originality of the hair. Also, there could be minimal shedding as, by nature, the hair strands are too thin. Any concern regarding this will not be considered valid for return or exchange.