Returns Policy
1. Return Eligibility
- Items must be returned within 14 days from the date of delivery.
- Hair extensions must be unopened and in their original packaging for a return to be accepted.
- Safe and secure packaging is a requirement when a product is returned to avoid any damages.
2. Returning Defective Products
- If you receive a defective item, please contact our customer service within 7 days for a replacement or refund.
- Photographic evidence may be required to process the return.
3. How to Return an Item
- Contact our customer service team at customersupport@strandsoflove.co.za for a Return Authorization Number (RAN).
- Once you have your RAN, carefully package the item and include your proof of purchase.
- Ship the item to the address provided by customer service.
4. Refund Processing
- Refunds will be processed within 7 business days after we receive the returned item.
- Refunds will be issued to the original payment method used during purchase.
5. Non-Returnable Items
Certain items are non-returnable, including but not limited to:
- Opened hair extensions
- Used items
- Customized or personalized products
- Sale or clearance items
- When aftercare products was used on the hair that was not recommended by Strands of love
- Products containing keratin or protein have been used on the hair
- The product was colored or lightened using toners or silver shampoos
- The product was cut or styled
- The product is older than 3 months
6. Shipping Costs
- Customers are responsible for return shipping costs unless the item is defective or incorrectly packed by us
- Original shipping costs are non-refundable.
7. Exchange Policy
- We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item. The new item will be shipped out once the original item was returned to our offices.
8. Contact Information
- For any questions regarding returns, please contact our customer service at customersupport@strandsoflove.co.za