Refund policy

Wicked Roots Hair Extensions® Exchange Policy & Limited Warranty

 

It's our mission at Wicked Roots Hair Extensions® (“WR”) to make our awesome customers happy. That is why we accept returns and exchanges on new, unopened, and still in factory condition WR Products (no returns or exchanges for wet line products or replacement tape) unlike many other companies. We only accept returns and exchanges that are pre-approved for return by WR and received by the WR warehouse within 60 days from the invoice date. To return or exchange any WR Products, you will need to pay a shipping and handling fee (please see fee amounts below) and we will send you a prepaid label.

 

We do our best to make sure our quality is top notch. However, sometimes mistakes happen. That is why we accept claims of defect against our 3-month Limited Warranty on Human Hair Products, wet line and replacement tape Products (“Warranty”). In the event of a factory defect, we always want to make things right, and that’s why we will gladly send you replacement goods or refund your order, at our discretion. We will even cover the cost of shipping to send the WR Product back to us just so that its no hassle to you. 

 

However, sometimes our customers may believe there is a quality defect when there really is not. Therefore, we recommend to reach out to us if you are having any issues at all. If you return your product to us and our Quality Assurance team finds a product to be non-defective, then we will let you know why it is not defective and what you can do to make sure that your WR Product meets your expectations. However, if the WR Product was found to not be defective, then you will have to pay to have the WR Product shipped back to you.

 

Please follow the steps below when returning, exchanging, or making a claim against the Warranty:

 

1. All returns, exchanges, or claims must be pre-authorized. No unauthorized returns, exchanges, or claims will be accepted.
2. Please email order@wickedrootshair.com to request a return, exchange, or make a claim against the warranty. In your email please describe the reason for the return, exchange, or claim against the warranty.
3. This notifies our quality control staff of an expected return of WR Product and alerts our shipping department to expect a box from you.
4. For returns, we charge a small $15 shipping and handling fee ($20 for product that came with a gift with purchase, $20 for international returns, and $25 for international returns that came with gift with purchase) in order to return the WR Products.
5. For exchanges, we charge a small $15 shipping and handling fee ($20 for international exchanges)
6. For claims against the WR Limited Warranty, we are happy to cover the shipping cost upfront because if it is our fault, then we want to make it right! But if the WR Product is found to not be defective, then you will have to pay the associated fee to have the WR Products returned to you. If the fee is not paid within 30 days of the invoice then the WR Product will be discarded and we will not be held responsible.
7. Next, we will send you a Return Authorization Form, and a Pre-paid Mailing Label.
8. Please include the original packing slip or invoice with the exchanged items with the Return Authorization Form inside the box.
9. Any returns, exchanges, or claims without our numbered Return Authorization Form or Pre-paid Mailing Label will be refused. All returns, exchanges, or claims must be received by our warehouse within 60 days from the date of the invoice, or else it will be refused. Please note, that you must receive a tracking receipt from the carrier (do not deposit at a dropbox, instead go to the FEDEX store to ensure you receive a tracking receipt for the return) in order to guarantee that your return or exchange may be completed. In the event that you do not do so, if WR does not receive the package (ex. FEDEX loses the package or it does not arrive to our facility), we will not be held responsible and we cannot process the return or exchange until we receive the product. 
10. FOR RETURNS AND EXCHANGES: Please note that returned or exchanged items have to be in new, factory condition to be accepted. Unfortunately, if the WR Products are not in the same condition as when you received the Products, then we cannot accept the return. Therefore, if you have worn, altered, cut into, dyed, styled, or otherwise used the Product in any way, then we cannot accept a return or an exchange for such Product. Also, if there are any missing pieces then we cannot accept such either. All the tags and packing materials (including stickers) must be intact to be accepted for return or exchange.
11. FOR CLAIMS AGAINST THE WARRANTY: It's really important that we can do a full analysis on any claimed Products, so any Products claimed for defect must be returned with at least 90% of the original Product. Please also note that any use of dyes or chemical treatments void the Limited Warranty (ex. bleach, hair dye, purple shampoo, etc.). While we know that our customers making claims may truly believe that a good may be defective, the determination as to defect will be made solely at our discretion.
12. We are a small team, so once we receive the Product, it will take us some time to process the return, exchange, or claim. If you are in a rush for a replacement WR Product, we recommend purchasing a new WR Product as it will take time to complete the process. Unfortunately, we cannot ship you a replacement Product until a quality inspection has been complete. Please also know that WR will only refund the method of original purchase.