REFUND & EXCHANGE POLICY

REFUND & EXCHANGE POLICY

Last updated: May 19, 2026

At PUREDIVINE®, we take immense pride in our 29 years of manufacturing heritage and our rigid Quality Assurance protocols. We deliver only the highest tier of professional-grade hair extensions to master stylists and luxury salons worldwide. Because human hair extensions are considered a hygienic product by law, we enforce a strict but fair policy to protect both salon health standards and product purity.

1. 30 DAY RETURN & EXCHANGE WINDOW

We offer a 30-day return and exchange window from the date of delivery. If 30 days have gone by since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

2. ELIGIBILITY & RETURN CONDITIONS

To be eligible for a return or exchange, the hair extensions must be in their original, unaltered factory condition. This means:

  • The hair must NOT be untied, unbundled, or detached from the original cardboard presentation packaging or suspension hooks.
  • The golden/silver identification tags, zip ties, and seals must remain completely intact.
  • The hair must NOT have been washed, brushed, combed, cut, colored, bleached, chemically treated, or installed.
  • The premium display envelope packaging must be returned undamaged.

*Note: Any merchandise that shows signs of alteration, odor, or use will be rejected immediately by our QA warehouse team and returned to the sender at their expense.

3. THE SALON PRO ASSESSMENT (EXCLUSIONS)

  • Custom Orders: Customized specifications, ultra-long lengths outside standard stock, or custom logo-branded salon packaging orders are FINAL SALE and cannot be returned or exchanged.
  • Chemical Alteration: While our Elite Virgin Series supports lifting up to #613 and our Remy Series supports lifting up to #30, PUREDIVINE® is not responsible for the outcome of chemical processes performed outside our manufacturing base. Hair that has been chemically altered, toned, or bleached post-delivery is strictly ineligible for return.

4. RETURN PROCESS & SHIPPING FEES

To initiate a return or exchange, please follow our standard operating procedure:

  1. Contact our Salon Support Team via your dedicated WhatsApp manager or email at support@puredivinehair.com with your Order Number and clear photos of the unaltered product.
  2. Once authorized, we will issue a Return Merchandise Authorization (RMA) number and the return shipping address (Xuchang Base / US Distribution Center, depending on your region).
  3. Shipping Costs: Customers and salon partners are responsible for all return shipping fees unless the return is due to a verified manufacturing defect. We highly recommend using a trackable shipping service and purchasing shipping insurance. We do not guarantee that we will receive your returned item.

5. RESTOCKING FEES

To maintain our direct-from-source factory efficiency, all qualified commercial returns for refunds are subject to a 10% restocking fee. This fee covers the cost of rigorous QA re-inspection and premium packaging sanitization. Restocking fees are waived for even exchanges of equal or greater value.

6. REFUNDS PROCESSING TIME

Once your return is received and inspected by our warehouse QA team, we will send you an email or WhatsApp notification regarding the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (or Shopify account balance) within 5 to 7 business days.

For urgent inquiries regarding wholesale inventory or batch consistency, please contact your account executive directly.

PUREDIVINE® Luxury Hair Engineering
www.puredivinehair.com