Refund and Returns Policy

Overview

Before proceeding with a return or exchange, please review the following guidelines.

1. Please guide me if my package is eligible for a return or exchange.

Kindly ensure you return the items in the same condition as when they were delivered. We cannot accept products altered, used, or modified (washed, chopped, or brushed ( wavy and curly hair) in any manner. 

2. If your product is missing or damaged, you can return or exchange it.

Creating an unboxing video of the product before breaking the courier seal is a must. It will accurately document the condition of the product. A valid video proof is required to claim a return or exchange for a damaged or missing product.

3. How do I go about making a refund or exchange?

To initiate a return, kindly send an email to customersupport@xtenzhair.com. We will provide you with the appropriate return address through Email. Please include your order and phone numbers on the packaging to avoid confusion. Thank you.

4. Who is responsible for paying the shipping cost for my returns or exchanges?

As the buyer, you will need to cover the cost of shipping. We highly recommend selecting a shipping option with tracking capabilities, as Xtenz cannot be held responsible for any damages or loss that may occur during the return process.

5 Will I receive a refund?

We do not offer refunds for returns. Instead, we provide store credit towards future purchases or as a gift. Please keep in mind that a deduction of 200 will be applied to all exchanges or returns to cover our shipping and logistical expenses.

 6. When and how will I receive store credit for my return?

 Once we receive the returned product in its original condition, we will email you the store credit. However, if the product is damaged or not eligible for return, we will return it to you in the same condition.

 7 Which products cannot be returned or exchanged?

The following products are not eligible for exchange or return: 

a) Sale or discounted orders 

b) Curly or wavy hair extensions and hair toppers 

c) Products purchased at pop-up events, exhibitions, or in-person trials.

Please note that we cannot process returns or exchanges through any other means. Thank you for being so cooperative in helping us provide the best possible service to our valued customers.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 5-6 business days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@xtenz.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@xtenz.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your info to info@xtenz.com.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@xtenz.com for questions related to refunds and returns.