REFUND, EXCHANGE & CANCELLATION POLICY
At Ouielle, we take the quality, hygiene, and handling of our human hair extensions seriously. Please review your order carefully before completing your purchase.
ORDER CANCELLATIONS
Orders begin processing shortly after purchase. Once an order has been placed, inventory is allocated to the order and payment processing, administrative, and order handling costs are incurred.
Cancellation requests are not guaranteed.
If Ouielle approves a cancellation or change-of-mind refund after an order has been placed, a 20% restocking and processing fee will be deducted from the refund amount.
The 20% restocking and processing fee applies to customer-requested cancellations, accidental purchases, duplicate purchases caused by customer error, buyer's remorse, and change-of-mind requests.
Original shipping charges are non-refundable.
The restocking and processing fee does not apply where Ouielle cancels an order or where a refund is required due to an error made by Ouielle.
Orders that have already shipped cannot be cancelled.
HAIR EXTENSIONS
All Ouielle hair extensions are final sale and are not eligible for return or refund.
We understand selecting a colour online requires care. We offer colour exchanges on eligible, unopened hair extensions within thirty (30) days of receiving your order.
Hair extensions are hygienic products. For the health and safety of our customers, opened, worn, installed, altered, washed, coloured, toned, cut, or otherwise tampered-with hair extensions are not eligible for exchange.
All security seals, packaging, and product attachments must remain intact.
Hair extensions removed from their original packaging or cardboard backing are considered opened.
COLOUR EXCHANGES
Eligible unopened hair extensions are exchangeable for colour only.
Exchanges must remain within the same product range, length, and product type unless otherwise approved by Ouielle.
Customers must contact hello@ouielle.com before returning any product.
All approved exchanges must include the original order information and follow the return instructions provided by Ouielle.
Products returned without prior approval are not guaranteed to be accepted.
All returned hair extensions are inspected before an exchange is approved.
Ouielle reserves the right to refuse an exchange where the product, security seal, packaging, or product attachments show signs of opening, wear, installation, alteration, or tampering.
SALE AND PROMOTIONAL ITEMS
All items purchased at a discount of 40% or greater are final sale.
Items purchased at a discount of 40% or greater are not eligible for return, refund, cancellation after processing, or exchange.
Promotional offers, discount codes, and sale prices have no cash value and cannot be applied retroactively to previous purchases.
EXCHANGE SHIPPING
Customers are responsible for all shipping costs associated with an exchange.
We strongly recommend using a tracked shipping service. Ouielle is not responsible for lost, delayed, or misdirected return shipments.
International customers must mark approved exchange shipments as “RETURN, NO DUTIES.” Shipments resulting in duties, brokerage fees, or import charges may be refused or returned to the sender.
WARRANTY
Ouielle hair extensions include a six (6) month limited warranty against eligible manufacturing defects from the original date of purchase.
The warranty does not cover damage caused by incorrect installation, improper care, chemical processing, colouring, toning, bleaching, cutting, heat damage, product buildup, improper washing, or normal wear.
All hair submitted for a warranty claim must be returned to Ouielle for inspection and testing.
A product is not considered defective until Ouielle completes its inspection and confirms an eligible manufacturing defect.
Approved manufacturing defects will be addressed through replacement at Ouielle's discretion.
Hair that has been chemically altered may have its warranty voided.
HOW TO CONTACT US
To request an eligible colour exchange, cancellation review, or warranty assessment, contact:
hello@ouielle.com
Please include your full name, order number, and details regarding your request.
