With over 10 years in the hair industry, your experience is our top priority. We’re here to help.
We’ve set our bar high so you can look good and feel great. That’s why we pre-wash and triple quality inspect each and every item that leaves our warehouse in California. We’re confident in our products, and we’re pleased to offer an industry-first return policy unlike any other company in the event you are not completely satisfied with your purchase.
We are proud to offer the most flexible return policy in the industry. You may wash, condition, brush, and heat style your extensions while in the security zip ties. If for any reason you aren’t satisfied, send the hair back within 14 days of receiving the product for an exchange or refund (a 15% restocking fee will be applied). VIP and VIPro Members have 30 days and a nominal 5% restocking fee. It’s that simple. Shipping charges are not reimbursed. Refunds will be issued in the same payment form as tendered at the time of purchase. Once the hair is used we are very limited if a problem arises.
Exchanges & Store Credit:
We will pay the shipping costs to mail the newly exchanged product(s) as a one-time courtesy (Domestic U.S. only). All international customers must ship items back at their own expense.
A 35% restocking fee will apply for any returned and/or canceled custom orders (Non-VIP, VIP, and VIPro Members). If you would like to exchange your custom order for an in-stock item, no restocking fee will apply.
For a bundle deal to qualify for a refund, the entire bundle deal must be returned as a whole. Partial bundle deal returns will be honored as an exchange or store credit.
All returns must meet the following conditions:
- Must not be removed from the security zip ties
- Hair has not been installed, colored, cut, or altered
- If an item has lace, the lace must remain intact and cannot be cut
- Must be within 14 days (30 for VIP and VIPro Members) from the delivered date
- Must be in the original packaging with tags attached
- RMA request must be submitted by phone, email, or online
|Non-VIP Members||VIP Members|
|Return Period||14 Days||30 Days|
Need to Return or Exchange?
* Refunds or Exchanges that do not have a RMA created within the return window will not be permitted. Please allow 72 hours upon receipt for your returned item(s) to be inspected. Refunds will take anywhere between 7-10 business days to be processed.
Frequently Asked Questions
Yes. 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. However, we will take every effort to address any genuine quality issues with the steps below:
You must contact us within 30 days of receiving your order.
- Depending on the situation, we may ask you to submit photos of your problem.
- Since most problems can be resolved with a maintenance regimen, we may offer suggestions for product(s) which 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.
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 at your own expense. Upon receipt and inspection of the product, Perfect Locks will bear the cost to send out a product replacement if a replacement is warranted. If no problem is evident, we will send the item(s) in question back to the customer without an exchange of product.
Yes. You must send the product back at your own expense. We recommend you use a shipping provider with tracking information. Perfect Locks will not be held responsible for lost packages.
No. Shipping and handling fees are non-refundable.
Merchandise must be physically received and inspected before a return can be granted. Please allow 72 hours upon receipt for your refund to be inspected. Refunds will take anywhere between 7-10 business days to be processed. Please contact your bank or credit card prior to contacting us.
Some customers need assistance finding their match. Our Customer Success Team is here to assist with personalized consultations. We can analyze your texture, color, length, and volume, to give you recommendations on which hair will help you achieve your desired look. We'll even send you pictures of the exact hair we have in mind, so you can love the texture and color before we ship it out to you! We're passionate about finding you the perfect match!
You may contact us at firstname.lastname@example.org or 1.888.290.4771 or through Live Chat during normal business ours. Our support team is available 24/7
No problem, we can issue a store credit for you which you can use on your next purchase.
From the day your order is delivered.