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Updated Return Policy

30 DAY RETURN POLICY

Perfect Locks takes pride in on our quality, customer service, and high rate of customer satisfaction. We offer a unique and 30 day return policy for all hair that has not been altered, tampered with, or removed from the security ties that ship with the hair. You may wash and condition the hair to inspect the quality. All sales are final and no refunds will be permitted. Returns are eligible for store credit towards future purchases.

30 DAY EXCHANGE POLICY

If you have removed the hair from the packaging, do not fret. We are pleased to accommodate an exchange for the product of your choice, as long as the hair has not been used, worn, tampered with, and remains in the security ties.

Common FAQ's to about our return policy:

  1. What should I do when I first get my hair?
  2. How do I make a return or exchange?
  3. Why can't I get a refund on the hair?
  4. Do I have to pay to ship the item back?
  5. How long does it take to receive my refund?
  6. Why do I need an RMA number?
  7. How can I contact you?

1. What should I do when I first get my hair?

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.

2. How do I make a return or exchange?

First make sure you meet the criteria mentioned above, then fill out this form here or login to your account and make a request.

4. Why can't I get a refund on the hair?

We are serious about the health of our customers, the safety and hygiene of our customers is a top priority and we take these matters seriously. Most hair companies have the same policy for the same reason. 

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.

5. Do I have to pay for shipping?

Yes, we do ask you ship the item back at your expense. We ship exchanges back to you free for the first exchange. We advise that you use tracking confirmation on your package to ensure it safely arrives at our facility. 

6. How long does it take to receive my refund?

It takes up to 72 hours for us to process the request once we receive your package. Depending on your bank it can take anywhere from 1 to 5 business days. Please exercise patience as we do our very best to process refunds and exchanges accurately and efficiently.

7. Why do I need an RMA number?

It's our way of verifying your order and tracking your request. We will not honor returns or exchanges if there is no accompanying RMA number. 

    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.

    8. How can I contact you?

    There are so many ways! We are most available Monday-Friday from 9am to 5pm PST.  Fill out the form on our contact page or reach out through our

     


     

    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:

    1. You must contact us within 30 days of receiving your order.
    2. You must contact a customer care representative at 1.888.290.4771.
    3. Depending on the situation, we will ask you to send photos of your problem.
    4. Since most problems can be resolved with a maintenance regimen, we may offer suggestions as what product(s) may help resolve your problem.
    5. 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.