Support
Return, Exchange, and Damaged/Defective Policy
At July Waves, we're passionate about providing you with beautiful, high-quality hair extensions. We understand that sometimes things don't go as planned, and we want to make sure you're completely happy with your purchase. Below, you'll find everything you need to know about our return, exchange, and damaged/defective product policies.
Return Policy
We want you to love your new hair extensions! If for any reason you’re not completely satisfied, we offer returns within 30 days of receiving your order.
Eligible Items: To return your extensions, they must be in unused and unopened condition with the original packaging intact. We can't accept returns on used or tampered products.
Restocking Fee: A 15% restocking fee will apply to all returned items.
Packaging: When returning, please make sure to package the items in the original box or similar packaging to protect them during transit. If the packaging is damaged due to improper packaging, we may not be able to process your return.
Refund Processing: Once we receive your return, we’ll process your refund within 2 business days. Refunds will be issued to your original payment method.
Refund Timeline: Refunds typically take 5-7 business days to appear in your account, depending on your financial institution.
Shipping Costs: Customers are responsible for return shipping costs. We recommend using a trackable service to ensure your return safely reaches us.
Exchange Policy
We want to make sure you’re happy with your extensions, and if you’d like to exchange your product, we’re here to help! Here’s how our exchange process works:
Same as Return Policy: Our exchange process follows the same guidelines as our return policy. Items must be unused and in original packaging.
Exchange Timeline: Once we receive your returned item, we’ll process your exchange and ship out your new product within 2 business days.
Shipping Costs: The customer is responsible for return shipping costs, and the shipping for the new exchange will also be at the customer’s expense.
Damaged, Defective or Incorrect Items
We pride ourselves on delivering high-quality products, but if you do receive a damaged or defective item, we want to make things right! Here’s how we handle damaged, defective, or incorrect items:
Timeframe for Claims: If your product is damaged, defective, or incorrect, please let us know within 7 days of receiving your order.
Installation: Claims can only be accepted before the hair is installed. Once the hair is installed, unfortunately, we can’t process any claims.
Photos and Videos: In most cases, we’ll need photos or videos of the product to assess the issue. This helps us better understand what went wrong and how we can assist you.
Common Issues: Sometimes, slight shedding or discoloration may occur, but we do our best to minimize this. If your product is defective in other ways (such as defective wefts, clips, or bonding), we’ll happily assist you.
Special Care for High Tides: If you have our High Tides Hybrid Wefts, please note they require specific care compared to other extension types. Be sure to follow the care instructions provided for this style to keep your hair looking great!
Response Time: Once we receive your claim, we’ll review it and get back to you within 2 business days.
SUBMITTING YOUR CLAIM
To make the process as easy as possible, please fill out the Claim Form on our website to start the return, exchange, or damage/defect claim. Once you submit the form, we'll automatically receive your claim and get to work on it right away!
A Few Additional Notes...
- No claims will be accepted after the hair has been installed. Once installed, we cannot offer exchanges or refunds.
- Claims should be submitted within 7 days of receiving the item. After that, we won’t be able to process the claim.
If you have any questions, or need additional assistance, please don’t hesitate to reach out to our customer service team at support@julywaves.com. We’re happy to help!