EXCHANGE POLICY
- Do you have an exchange policy?
- May I exchange my order?
- Why are Ouielle Hair Extensions non-exchangeable if opened?
- How can I exchange my hair extensions for the right color?
- Do I have to pay for the shipping of my exchange?
- When will I receive my exchange?
- What is the exchange period?
- How may I contact you?
- Can I return my hair extensions?
We are final sale with the exception of exchanges for colour only.
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Do you have an exchange policy?
We understand that picking the right color might be a bit difficult when choosing from a computer screen, so we are happy to exchange your unopened Hair Extension set for a set of the right color within thirty (30) days of you receiving your order. Due to hygienic reasons we only exchange items that have not been opened, worn or tampered with. The void sticker cannot be tampered with in anyway. All hair extensions are exchange only and cannot be returned.
***All STYLING TOOLS are considered FINAL SALE items and are not eligible for return or exchange. ***
All Haircare products are final sale, no returns or exchanges. **** ALL ITEMS PURCHASED ON 40% off or more are FINAL SALE and not eligible for exchange or return.
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May I exchange my order?
1.We are more than happy to accommodate exchanges of hair extensions that have NOT been opened, worn or tampered with.
You may exchange your Hair Extensions order ONLY if they have NOT been opened and not taken out of the packaging within the 30 days of receiving your order. Hair Extensions are packaged with a special security seal which identifies if the extensions have been taken out of the cardboard backing to which they are attached.
We can only do returns for sets with in the same range and only exchangeable for color.
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Why are my Hair Extensions non-exchangeable if opened?
Human hair extensions are a hygienic product. We take matters of hygiene and public safety seriously and DO NOT ALLOW opened items to be returned for the safety of all of our clients.
We are not alone; other hair extensions suppliers do not allow returns of opened items for the same reasons.
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How can I exchange my hair extensions to the right color?
You must contact us first at (hello@ouielle.com) within the industry leading thirty (30) day exchange period. All Hair Extensions must be shipped back unopened in the original packaging and the packaging must not be defaced in any way or an exchange will not be issued. All exchanges must be accompanied by a copy of your invoice.
We will then provide you with our return address and instructions where the exchanged item will be inspected to see if you qualify for an exchange. Opened merchandise will not be exchanged.
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Do I have to pay for the shipping of my exchange?
You are responsible for all exchange shipping costs and we recommend that you send your exchange with a tracking number as Ouielle Hair will not be held responsible for lost returns.
Also, please indicate on package “RETURN, NO DUTIES” or your package will be returned to you ONLY if you are international.
We understand that picking the right color might be a bit difficult when choosing from a computer screen, so we are happy to exchange your unopened Hair Extension set for a set of the right color within thirty (30) days of you receiving your order. Due to hygienic reasons we only exchange items that have not been opened, worn or tampered with.
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When will I receive my exchange?
We will send you the different color hair extensions after we have received, inspected, and confirmed that the returned hair extensions were not opened, which is protected by a security seal.
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What is the exchange period?
We will provide an exchange for unopened hair extensions within industry leading thirty (30) days of the date that you receive your hair extensions.
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How may I contact you?
You may contact us by e-mail at hello@oueille.com and we will reply to you within 24 hours.
What is the warranty of the Ouielle extensions?
Your Ouielle extensions have a 6 month warranty* on any manufactural defects that may occur from the date of purchase. If you feel that this is the case, please contact your Ouielle directly.
Ouielle Hair offers a 6-month warranty* on our Pro hair against matting or tangling. This warranty is from the date of purchase & will cover any manufacturer defects if it has been installed correctly (using Ouielle hair, cylinders & crimper) by a Ouielle Stylist. All hair must be sent in & tested before being deemed defective. If hair is defective, it will be replaced with new hair at no cost to the stylist. If the hair has been chemically altered in any way** the warranty is voided. For more information please contact Ouielle at hello@ouielle.com
Additional Warranty Qualifications
Below are listed issues that will qualify for a Warranty:
- Hair that has lost its colour after the first wash only must be claimed within the first week of purchase
- Hair that is Un-Manageable. (Extremely Dry, Knotting &/or matting) * Only valid if untreated with hot tools
- Shedding. (Hair wefts that are falling apart too soon). * Only valid if applied by a certified stylist. Stylist contact must be given. Weft Sealant will be recommended.
- If tape tabs adhesive aren’t sticky out of the package. We will only send replacement tabs as this could have been an install issue. *
*Hair is only qualified for a Warranty if it has been installed by a certified Ouielle Stylist.
*we take things case by case so that all our stylists are satisfied!
*Ouielle will need to get from you as much information as possible, please always provide pictures when requesting returns or applying for a warranty.
*Hair that is sent in for testing must be clean, dry & bound. (Damp, dirty & unbound hair will be returned untested.)
*Not all orders will be replaced. Solutions will be provided instead of getting new hair.
* Each customer is eligible for $250 in warranty value per 12 month period.
What makes the warranty VOID:
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Smelly Hair. (Might be mineral buildup that causes the smell)
- Hair that is past the warranty period.
- Hair that is tinted from the use of Moroccan Oil & other similar products.
- Hair that has been treated with keratin-bonding products as it is not intended for use with extensions
- Hair that has been treated with professional products that have class action lawsuits against them.
- If the hair is starting to lose the polyurethane tip. Re-tipping is an additional service.
- If the hair is Frizzy, please use moisturizing/hydrating shampoos & conditioners.
- If the color of the bundle received is way off from the original swatch, & the hair is still in its original package (un-opened & un-used) you can do an exchange (90 days) or return (30 days). This can not be exchanged after
- Hair that has been washed daily
- Hair that gets split ends
- Use of hot tools blow dryer or hot tools
- Hair that has been trimmed
- Hair that has been styled with hot tools repeatedly
- ** Chemical alteration of hair extensions falls under excessive use of hair care products, purple shampoo, repair products, keratin bonding products, colouring agents, colour glazes etc.
We reserve the right to refuse a warranty claim based on our knowledge of the product and how it performs daily with thousands of customers. The terms of our Warranty and exchange policy can change at any time to reflect the ongoing changes in the market. It is the customer's responsibility to update themselves with our policies. Please read our terms and conditions for more information.
