Exchange Policy

1. CAN I EXCHANGE MY ORDER? 

Yes, we are pleased to accept returns and exchanges within 60 days on all Clip-in Hair Extensions Sets that have not been opened, worn, tampered with or altered in any way

We want to make it as easy as possible for our customers: As it can be difficult to determine your ideal hair color match from a computer screen, all Clip-in Hair Extensions Sets by The Heart Company come with a TESTER HAIR WEFT in the bottom tester compartment of our Heart Box. This tester weft you can take out to decide if the ordered color is the right match for your hair. However, the main upper compartment of the Heart Box must remain sealed in order for your hair extensions to remain exchangeable.

If the ordered color is not right for you, please e-mail us at info@theheartcompany.co to initiate the exchange process and we will be happy to assist you further.

 

TESTER SECTION (bottom part of Heart box)

open the bottom part first to check your hair color.

 

2. WHAT IS THE EXCHANGE PERIOD?

We are happy to accept an exchange on unopened Clip-in Hair Extensions within 60 days of the date that you received your package.

 

3. DO I HAVE TO PAY THE SHIPPING COSTS OF MY EXCHANGE?

Yes, you are responsible for all shipping costs of your exchange. We recommend that you send your package back with a tracking option. The Heart Company will not be responsible for lost packages. Please furthermore indicate "RETURN, NO DUTIES" on the package so that the package is not to be returned back to you.

 

4. HOW CAN I EXCHANGE MY EXTENSIONS FOR ANOTHER COLOR?

If you would like to exchange your Clip-in Hair Extensions Set to a different hair color of our range, please e-mail us at info@theheartcompany.co. Please indicate your order number and which color of our range you wish to receive instead. We will then provide you with instructions and a return address to ship your package back to us. All returned items will be inspected to see if we can grant the exchange because opened merchandise will not be exchanged. Please take note that we highly recommend to ship your Clip-in Hair-Extensions Set with a trackable shipping option because that usually helps to speed up the process.

 

5. MAY I EXCHANGE MY HAIR EXTENSIONS WITHOUT CONTACTING YOU OR GETTING AN RMA?

No, you must contact us prior to sending your exchange. The RMA facilitates tracking of your returned product and expedites your exchange. Please note that we cannot guarantee an exchange on returned packages without you having contacted us beforehand.

 

6. WHEN WILL I RECEIVE MY EXCHANGE?

We will ship your new color of Clip-in Hair Extensions after we have received, inspected and confirmed that the returned hair extensions were not opened. All customers must contact us after sending the package back and provide us with the tracking information of the package being sent back, in order for us to place the new order for your exchange.

 

7. WHY ARE CLIP-IN HAIR EXTENSIONS BY THE HEART COMPANY NON-EXCHANGEABLE IF OPENED?

REMY human hair extensions belong to the group of hygienic products. We take matters of public safety and hygiene very seriously and do not allow opened items to be returned or exchanged. For your safety and for the safety of all our customers.

 

8. CUSTOMER HELP

For all matters of your exchange, please e-mail us at info@theheartcompany.co and we are happy to assist you! We want you to receive your ideal set of hair extensions!

 

Address for exchanges and returns:

THE HEART COMPANY

c/o SaleSupply Worldwide Logistics

Dr.-Detlev-Karsten-Rohwedder-Strasse No. 17

47228 Duisburg

Germany

E-mail: info@theheartcompany.co

Tel: +49 (0) 203 451 82 92

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