Terms and Conditions
Please note, that because of the natural nature of our Virgin Indian hair, there will be variations of texture and color between bundles. Each bundle of hair comes from an individual person and is completely natural from end to end, therefore we can make no guarantees on color and texture. We will, however, make every effort to match your order to meet your desired requirements. The color of our natural Virgin Indian Hair will range from #1b (natural off-black / dark brown) to a #2 (Dark Brown). If you have a specific request for virgin hair in a lighter color, please note this in the "comments" box on the order page and we will do our best to accommodate your request, specific color selection requests are not guaranteed.
Our products are 100% guaranteed. Due to the pure nature of our natural human hair products, most product concerns can be resolved with a simple care and maintenance routine. Even a simple wash and condition can often remedy tangling problems that may occur from general use. All of our products are human hair and must be properly cared for. Please remember, our hair is very different from beauty supply store hair... Keeping the hair healthy and moisturized is of key importance.
14 Day Return Policy
Perfect Locks takes pride in on our customer service and high rate of customer satisfaction. We offer a unique and flexible return policy with no restocking fee within 14 days of purchase on all products (excluding Clearance Rack and Custom Orders which have a 15% restocking fee). We thoroughly inspect all hair before shipment before leaving our factory in India, and double checked before sent to you in order to ensure consistency and quality. If for some reason you are not satisfied with your order or purchase, we do offer the flexibility of a full refund, not including applicable shipping costs.
Very Important: Very Important: Before using your new hair extensions, please inspect the product thoroughly to ensure the correct length, color, texture, and quality are as desired. We encourage you thoroughly inspect and examine the hair without cutting the zip ties or opening the bundles to ensure satisfaction with the product. We also recommend combing through the hair with a loop brush, as well as shampooing and conditioning the hair with high quality, professional grade sulfate free hair care products while the hair secured in the zip ties. Treating the hair with quality products is essential prior to and after installation. Get a second opinion from your stylist if you are unsure or have doubts. Once the hair is used we are limited on what we can do to help you if a problem arises.
If you would like to return your product, you must submit a RMA (Return Merchandise Authorization) request within 14 days of receipt of merchandise, click here to request an RMA number. or email email@example.com, or call customer service at 1.888.290.4771.
Our return policy for a full refund must meet the criteria below:
- Requests must be made within 14 days of receipt of your order.
- We only accept returns on hair products that have not been installed, colored, cut, or altered in any way.
Please note: Federal law states you cannot return human hair products that have been used. We adhere to strict policies in regards to federal law, health regulations, and hygiene concerns. If the item is removed from the bundle and used in any visible manner, all refund and exchange policies are voided.
- The hair must remain in the bundle and not be untied at the top.
- The hair must be in its original packaging and tagged.
- Returned packages must include a copy of the original invoice.
- Merchandise must be physically received before a return can be granted. Please allow 72 upon receipt.
- The product must be sent back at your expense. We recommend you use shipping provider with a signature confirmation service, and/or insurance to protect your package.
Please do not send unauthorized returns. Merchandise sent to us without an RMA cannot be tracked and may be lost. We assume no responsibility for lost items, unauthorized returns, or items sent to the incorrect address.
ExchangesWe do offer exchanges if the returned product meets our requirements:
- Exchange requests must be made within 14 days of receipt of your order.
- We will not accept exchanges of products that have been altered or used in any way. This includes hair that has been cut, processed, colored, or untied at the top of the bundle.
- Shipping and Handling costs will be at the customer's expense.
- We offer one exchange per original order. Perfect Locks will pay the shipping costs to mail the exchanged product(s) as a one time courtesy.
Refunds and Exchanges must have an RMA created within 14 days of the original order. Refunds or Exchanges will not be permitted after 14 days. Please allow 2 business days for your return to be processed.
30 Day Product Guarantee
In the rare occurrence of a problem with a product that cannot be resolved through routine maintenance, we want to take every effort to resolve your situation. Refunds are not permitted, but we will take every effort to address any quality issues. The steps to determine if there is a genuine problem, and how to resolve it, are as follows:
- You must contact us within 30 days of receiving your order.
- You must contact a customer care representative at 1.888.290.4771.
- Depending on the situation, we will ask you to send photos of your problem.
- Since most problems can be resolved with a maintenance regimen, we may offer suggestions as what product(s) may help resolve your problem.
- If the problem cannot be resolved through maintenance, the hair must be sent back to us and received before we can take further action. We handle each situation on a case by case basis, the end result of a verified product inspection is replacement.
In order for us to determine if your purchase warrants replacement, the entire purchased amount of hair must be completely removed and mailed back to our corporate offices in California. All costs for hair removal and mailing the product back to Perfect Locks will be covered at the expense of the customer. Perfect Locks will thoroughly inspect the product, upon verification of the problem Perfect Locks will bear the cost to send out a product replacement. If no problem with the product is evident, Perfect Locks send the item(s) in question back to the customer without an exchange of product.
Terms of payment
Our terms of payment require complete payment in advance, before your order is shipped out. There are no exceptions. We accept all major credit cards and Paypal payments. Your credit card is charged as soon as you place an order online. If you made a Paypal payment, then your funds will be debited immediately. For international customers, only bank wire transfers and Western Union Payments are accepted. Please contact us for more information. Any type of credit card fraud will be prosecuted to the fullest extent of the law. If you have a request to ship to any address other than your billing address, supporting documentation is required. Please contact us at firstname.lastname@example.org or call 1.888.290.4771 for more information. Your billing address must be entered correctly for your order to go through. Do not put your shipping address as the billing address, doing so will only decline the charge, hold your funds, and delay your order. No sale is final unless approved by Perfect Locks. We reserve the right to withhold approval on any sale.
Perfect Locks is open Monday through Friday from 9AM to 5PM. All orders placed before 2PM PDT are shipped out the same day. Orders placed after 2PM on Friday will ship on Monday, with the exception of holidays.
We will ship all available items by 2PM Pacific (5PM Eastern) Time on the same day of authorization of your payment. Our system emails your order receipt as soon as your online order is complete. You may also login to your website account to view your order details. If you have not received an email please contact us immediately. Custom Orders, and other items may not be available for immediate shipment. We will notify you of product delays or back-ordered products and hold your order until all products are available. You would have the option to cancel your order for a full refund if you desire.
We will give you a delivery estimate when you place your order based on the information we receive from our warehouse on behalf of FedEx. We are not responsible for late shipments due to increment weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust FedEx to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact us.
We Take Fraud Seriously
We require that your shipping and billing addresses must match for your order to be approved. If your order has been declined due to an Address mismatch, please contact us to resolve the issue. If you have a special request for a different billing and shipping address, please call us at 1.888.290.4771 with additional forms of identification ready to provide to us. If you are a theif or somebody fraudulently using a credit card that belongs to somebody else, rest assured that your IP address is logged and you will be prosecuted.
Overnight orders placed by 2PM PDT will be sent out the same day ensuring next day delivery. Packages will not be delivered on Saturday unless you select the Priority overnight option on Friday. It is always wise to order far enough in advance to allow for unanticipated delays.
If the product you ordered is not available, Perfect Locks will contact you immediately by phone, email, or both to see if you are interested in a product substitution. If a substitution is not a viable option for you and you wish to cancel your order completely, we will issue your payment as a refund. Undeliverable packages, Incorrect Addresses, and Refused Deliveries Your order will normally be shipped via USPS or FedEx to the address you provide. Tracking numbers are sent to your email address as soon as as soon as a shipping label is created. If you do not receive a tracking number, please let us know. Use your USPS/Fedex tracking number to track your package in transit.
Incomplete or incorrect address information are the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package. USPS and FedEx charges a service fee for address corrections. You will be charged for any additional fees caused by bad address information.
Due to problems with missing shipments and fraud attempts, we ship all packages as SIGNATURE CONFIRMATION... meaning someone must be there to sign for the package. Fedex will attempt to obtain a signature at the time of delivery. We are sorry, but we do not have any way to give special delivery instructions to the USPS delivery person and any such instructions will be ignored. USPS will usually make several attempts to deliver your package. They may also leave a notice of their attempts to deliver at the delivery address and give you a telephone number to call for pick-up or to arrange an alternate delivery. It is the customers responsibility to arrange for package pick-up if necessary. No refunds will be issued for refused or abandoned shipments.
If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please contact us by phone or email immediately. We will contact FedEx right away and initiate a trace for your package and have them start an investigation. This investigation can take up to 8-10 business days. If it is determined that your shipment has been lost a replacement will be sent pending FedEx's investigation of the situation. If the product comes returned to us as �undeliverable�, we will contact you and re-ship the item at our expense depending on the situation.
We do ship internationally. However, we only accept Paypal and bank wire transfers from International customers. To place a bank transfer order with us, please call or email us. We do not accept credit card payments through our website or over the phone for international orders, this is due to concerns of fraud. We use USPS International shipping and FEDEX to ship outside of the Domestic United States. These shipping options are made available to you when you register an account, and when you select the shipping destination for your order during the checkout process.
International Shipments must clear customs. The rules and requirements for customs clearance vary by country. It is the customers responsibility to pay any additional taxes, fees or duties or to arrange for any permits or special paperwork that may be required. Invoices are sent with all shipments. This is the only document that will be sent with your shipment. Please read the information we have provided concerning customs clearance. This information may be found on the ASK US page of our website.
Incorrect Orders / Products
In the rare occurrence of a mistake or delay from our end, we will make every effort to correct it. If we shipped the wrong item or something is missing, we will re-ship it at our expense using the same method of shipping as on your order. You must notify us of any incorrect or missing items within 7 days after receipt of your shipment.
Limitation of Liability
Perfect Locks LLC, does not accept liability beyond the remedies set forth herein, including but not limited to any liability for products not being available for use, or the provision of services and support. In no event shall Perfect Locks, it�s owners, employees, and representatives be held liable for consequential, special, indirect or punitive damages even if advised of the possibility of such damages, or for any claim by any third party except as expressly provided herein. his limitation of liability applies both to products, services, and support. Customer agrees that for any liability related to the purchase of products or services, Perfect Locks is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase(s) of products or services under this agreement.
Perfect Locks trademarks and trade dress may not be used in connection with any product or service that is not Perfect Locks, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits Perfect Locks. All other trademarks not owned by Perfect Locks or its subsidiaries that appear on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Perfect Locks or its subsidiaries.
Submissions and Content
Visitors may post reviews, comments, and other content; and submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of "spam." You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of a card or other content. Perfect Locks reserves the right (but not the obligation) to remove or edit such content, but does not regularly review posted content. We have the right to refuse negative reviews that may harm or otherwise impact our marketing and/or brand name. If you do post content or submit material, and unless we indicate otherwise, you grant Perfect Locks and its associates a nonexclusive, royalty-free, perpetual, irrevocable, and fully sub licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media. You grant Perfect Locks and its associates and sublicensees the right to use the name that you submit in connection with such content, if they choose. You represent and warrant that you own or otherwise control all of the rights to the content that you post, that the content is accurate, that use of the content you supply does not violate this policy and will not cause injury to any person or entity, and that you will indemnify Perfect Locks or its associates for all claims resulting from content you supply. Perfect Locks has the right but not the obligation to monitor and edit or remove any activity or content. Perfect Locks takes no responsibility and assumes no liability for any content posted by you or any third party. Customer photos become the rights of Perfect Locks and may be used outside of our site on the internet, only to promote Perfect Locks. Photos will not be altered or enhanced in any way. Photos will not appear on any other sites which are not related to Perfect Locks marketing or Perfect Locks.
Prices, specifications, and the availability of products are subject to change without notice. Any error, whether photographic or typographical is subject to correction. Perfect Locks LLC, reserves the right at our discretion to make changes to prices, policies and procedures. Please check this page periodically for changes.