Our Promise
As a global leader in hair extensions since 2008, Perfect Locks is committed to your complete satisfaction. We offer a hassle-free 30-day return and 30-day exchange policy on all hair extensions from the date of delivery.
Every order is washed, conditioned, and inspected before shipping.
Try Before You Commit
Unlike other companies, we let you test your extensions before fully committing. While the hair is still in its security ties (the bands holding the wefts together), you can:
- Hold it up to your natural hair to check color match
- Feel the texture and quality
- Wash and condition a small section
- Test heat styling on a small section
Important: Do not remove the security ties or wear the extensions. Once the ties are removed, returns are no longer available.
Policy Summary
| Option | Time Limit | Fees |
|---|---|---|
| Refund | 30 days from delivery | 15% restocking fee |
| Exchange | 30 days from delivery | No fee |
| Store Credit | 30 days from delivery | No fee |
Original shipping charges are non-refundable. Return shipping labels are not provided.
Eligibility Requirements
To qualify for a return, exchange, or store credit, items must meet all of the following:
- Security ties are still intact (not removed or cut)
- Hair has not been worn or installed
- Hair is completely dry (not wet or damp)
- Hair has not been chemically treated
- Original packaging and tags are included
- Proof of purchase is provided
What's Not Eligible for Return
Chemically processed hair and hair showing care-related issues cannot be returned, as these conditions prevent us from assessing the hair's original quality.
Chemically Processed Hair
Extensions that have been toned, dyed, bleached, permed, relaxed, or otherwise chemically treated cannot be returned or exchanged. Chemical processing permanently alters the hair's structure and cuticle integrity. Not sure about your shade? We offer free color consultations to help you find the perfect match before purchasing.
Planning to color your extensions? We highly recommend doing a strand test first. All hair reacts differently to color, and a small test section helps ensure you get the results you want before committing to the full set.
Maintenance-Related Issues
Extensions showing signs of improper care - including tangling, matting, excessive dryness, or heat damage - are not eligible for return. These issues result from care practices rather than product defects.
Common care mistakes that cause these issues:
- Infrequent brushing (always brush daily, starting from the ends)
- Sleeping without braiding or protecting the hair
- Using products containing sulfates or heavy silicones
- Skipping detangling before washing
- Heat styling without a protectant
- Swimming without rinsing immediately after
How to tell the difference: Product defects are apparent immediately out of the package. Care-related issues develop gradually with wear. If you're experiencing problems, contact us - we can often help resolve the issue with care adjustments.
Final Sale Items
The following items cannot be returned, exchanged, or refunded:
- Clearance and sale items
- Hair care products
Refunds, Exchanges & Store Credit
Refunds
We accept refund requests within 30 days of delivery. Approved returns are subject to a 15% restocking fee. Refunds are applied to your original payment method minus any applicable fees.
Exchanges & Store Credit
We offer 30-day exchanges and store credit on eligible items - no questions asked and no restocking fee. This is often the fastest way to get the right product.
How to Start Your Return
- Click the button below or contact customer support
- Complete the return form and wait for approval
- Ship the package using the provided instructions
- Receive your refund within 7-10 business days of us receiving the return
Local Pickup Returns
Returning in person at our Walnut Creek location? Please bring:
- Valid photo ID and signature required
- If someone other than the cardholder is returning, we'll take photo verification
EU Right of Withdrawal
If your order is shipped to a country in the European Union, you have a statutory right of withdrawal in addition to the return policy above. This right is governed by EU law and is separate from our standard returns, so the restocking fee and shipping terms described elsewhere on this page do not apply to it.
Under the EU Consumer Rights Directive, you may withdraw from your purchase within 14 days of receiving your order, without giving any reason.
Your refund: A withdrawal is refunded in full, including the standard outbound shipping you paid. No restocking fee applies.
Return shipping: Under Article 14(1) of Directive 2011/83/EU, you are responsible for the cost of returning the goods. A prepaid label is available through the withdrawal portal, and that label cost is deducted from your refund.
Refund timing: We issue your refund within 14 days of receiving notice of your withdrawal, or, if later, once we have received the returned goods or you have provided proof that they have been shipped back to us.
Items covered: The right of withdrawal applies to items purchased through our store, including clearance and sale items. Limited exceptions apply under Article 16 of Directive 2011/83/EU, such as sealed goods that are not suitable for return for health or hygiene reasons once unsealed after delivery, and personalized items.