RETURN & EXCHANGE POLICY


QUALITY GUARANTEE

Every product is carefully inspected before shipment.

If you receive a product with a verified manufacturing defect, please contact us within 3 business days after delivery.

Our team will review the case and provide an appropriate solution, which may include:

  1. Repair
  2. Replacement
  3. Refund (when applicable)

EXCHANGE POLICY

Exchanges may be accepted only if:

  • The hair has not been worn or installed
  • The product remains in its original condition
  • All original packaging is intact
  • The request is submitted within 3 business days after delivery

Customers are responsible for return shipping costs unless the issue is caused by a manufacturing defect.

NON-RETURNABLE ITEMS

Because many of our products are custom-made or personalized, we cannot accept returns for:

  • Custom-colored wigs
  • Customized orders
  • Used or altered products
  • Products damaged through improper care

IMPORTANT NOTICE

We recommend opening and inspecting your package immediately upon delivery.

  1. Take clear photos of the package before opening
  2. Photograph the product and packaging.
  3. Contact our customer support within 48 hours.

Our team will investigate promptly and work with you to find the best possible solution.

FAQs

How do I place an order?

Contact our sales team to discuss your product requirements, colors, and quantities. Our specialists will recommend the best solution, confirm your order, issue a Proforma Invoice (PI), and arrange production or shipment after payment confirmation.
What are your payment terms?

Full payment is required for stock and sample orders before shipment. Custom orders begin production after payment confirmation. Photos or videos can be provided before shipping upon request.
What payment methods do you accept?

We accept PayPal, bank wire transfer (SWIFT/TT), and major credit or debit cards where available. Full payment is required for stock and sample orders before shipment. Custom orders begin production after payment confirmation. Photos or videos can be provided before shipping upon request to ensure your confidence before delivery.
What are your lead times?

In-stock products are typically shipped within 3–5 business days. Custom color and made-to-order products require approximately 3–6 weeks, depending on color complexity and order quantity.
How do I track my order?

Once your order has been dispatched, you'll receive a tracking number by email or WhatsApp. You can track your shipment online at any time, and our team is always available to assist if needed.
What guarantees do you offer, and how long will the hair last?

We use 100% Raw cuticle-aligned human hair under strict quality control to ensure exceptional softness, durability, and natural performance. With proper care, EM Hair Extensions can last 12 months or longer. Manufacturing defects are eligible for replacement or appropriate solutions.
Do you have a minimum order quantity (MOQ)?

Most stock products have no minimum order quantity. MOQ may apply to custom colors, private label, or OEM orders depending on production requirements.
Do you accept returns or exchanges?

We accept returns or exchanges only for verified manufacturing defects or eligible unused products in accordance with our Return Policy. Please contact our team within the specified period for assistance.
Do you source hair ethically?

Yes. We source our raw hair through ethical, transparent, and responsible practices, ensuring donor consent, fair compensation, and complete traceability throughout the sourcing process.
Why does blonde hair become warm or brassy over time?

Exposure to heat, UV rays, minerals, and styling products may gradually alter blonde tones. Our professional coloring process minimizes brassiness and helps maintain cool, natural shades for longer.
Why does hair become dry or tangled?

Hair can become dry or tangled due to improper care, excessive heat, or damaged cuticles. EM Hair Extensions uses carefully selected Raw cuticle-aligned hair and gentle processing to preserve softness, smoothness, and natural movement.
Why do hair extensions shed?

Shedding is usually caused by poor manufacturing or incorrect installation. Our handcrafted production process, premium materials, and strict quality control help minimize shedding and ensure long-lasting performance.