Refund policy

Return & Refund Policy

Order confidently. Install fearlessly. We've got your back.

Our industry-leading return policy is clear, fast, and stylist-focused, backed by a 90-day claim window and quality guarantee. Our premium extensions are rated to last 12+ months with proper care — the 90-day period is the claim window for returns, exchanges, and verified manufacturing defects.

Return & Exchange Windows

Unused, Unopened Hair: 90-day claim window from delivery with priority processing for all customers.

Clearance Items: Exchange within 7 days for store credit (future clearance purchases only).

Quality Guarantee: 90-day claim window for manufacturer defects, with dashboard reminders to track your coverage.

What's Eligible for Return

Eligible Items:

  • Full-Price/Promo Items: Unworn, unused, wrapped in original cord binding with intact packaging and proof of purchase
  • Clearance Items: Exchange within 7 days for store credit if unopened
  • Defective Items: Replacement, exchange, or 50% refund within our 90-day claim window when verified

Non-Eligible Items:

  • Custom orders (non-cancellable and non-returnable)
  • Clearance items beyond 7-day window
  • Used or opened hair (except for verified defects)
  • Damage from improper handling, installation, or aftercare

✅ 90-Day Quality Claim Guarantee

We cover verified manufacturing defects within our 90-day claim window with replacement, exchange, or 50% refund options. Our extensions are built to last 12+ months with proper care — this claim window protects you during the initial period.

Qualifying Defects:

  • Excessive shedding: More than 30% loss from poor weft construction (photo-verified)
  • Improper root color: More than 2 inches off specification per color ring
  • Matting/tangling: Within 7 days when using Drop Dead Method and proper care
  • Glue overage: Beyond acceptable tolerances (professionally inspected)
  • Color deviation: More than 2 shades from ring reference (photo-verified)

Non-Qualifying Issues: Improper installation/removal/use, heat damage above 275°F, color changes from toning/chemicals, aftercare issues, non-certified K-Tip problems, normal wear, or natural variations in human hair.

Important: Melting polyurethane wefts voids warranty coverage.

Certified Support: Drop Dead Method-certified stylists receive partial K-Tip coverage (replacement or 50% credit) within the 90-day claim window.

How to Start a Return or Claim

  1. Log in at dropdeadextensions.com
  2. Navigate to the Returns tab in your dashboard
  3. Submit your request via the portal with required photos
  4. Low-value orders (under $100) receive instant pre-approval
  5. Once approved, you'll receive a prepaid return label
  6. We'll inspect upon receipt and confirm your exchange or credit

Processing Guidelines: Return approved items within 10 business days. No claims accepted after the 90-day claim window. We reserve the right to deny repeated misuse (over 20% return rate) with advance notice.

Refunds & Exchanges

Unused Hair: Store credit for full item value (minus shipping and tax)

Clearance Items: Store credit only, valid for future clearance purchases

Defective Items: Full replacement, exchange, or 50% refund

Store Credit: Email-issued, never expires, accessible in your dashboard

📦 Lost or Stolen Shipments

Tracking information is automatically emailed to you as soon as your order ships.

If your package appears lost in transit:

  • Contact us within 7 days of the expected delivery date with your order number and tracking number.
  • We will investigate the shipment with the carrier and file a claim if applicable.
  • If shipping insurance was declined, any resolution will be handled on a case-by-case basis at our sole discretion.

If your package shows as “Delivered” but you never received it:

  • First check with neighbors, building management, or nearby businesses.
  • File a police report (required for most claims).
  • Contact us within 7 days of the delivery scan date with your order number, tracking details, and a copy of the police report.

We are committed to excellent customer service and will always investigate claims fairly, but we cannot guarantee replacements or refunds when shipping insurance was declined.

⚠️ Professional Use Only

This policy is designed for professional stylists. We do not cover damage from at-home installation or use. Exchanges are subject to availability; if unavailable, you'll receive full-value store credit minus shipping and tax.

Need Help?

Our support team is here to assist you with any questions about returns, exchanges, quality concerns, or lost shipments.

Contact us at hello@dropdeadextensions.com.

Last updated: May 2026