Refund policy

Unused hair

Claim window from delivery with priority processing: 12 months for SuperWeft®; 90 days for SecretTapes® and Keratin Tips. Outer packaging is not required for any product line. Hair must be unworn, unused, not installed, in new condition, with the original cord binding still wrapped tightly and intact.

Clearance items

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

Drop Dead Guarantee

Manufacturing defects: 12-month claim period for SuperWeft®; 90-day claim period for SecretTapes® and Keratin Tips. These are claim periods, not expected product lifespans.

Eligible items

• Full-price and promo items (SuperWeft®, SecretTapes®, Keratin Tips): unworn, unused, not installed, in new condition, with the original cord binding wrapped tightly and intact. Outer packaging is not required. Proof of purchase required.
• Color Ring and tools: unused and in new condition, within 90 days of delivery.
• Clearance items: exchange within 7 days for store credit if unopened.
• Defective items: within your product-line claim window, once verified and all defective items are received, you choose your approved resolution (see Refunds & exchanges).

Not eligible

• Custom orders (non-cancellable and non-returnable)
• Clearance items beyond the 7-day window
• Digital courses and gift cards
• Used or installed hair (except for verified manufacturing defects under the Drop Dead Guarantee)
• Hair with loose, cut, or missing cord binding
• Damage from improper handling, installation, or aftercare

We stand behind our extensions, and we stand behind the stylists who use them.

If you or your client are experiencing an issue with Drop Dead hair, reach out to us. You do not need to diagnose the problem before contacting us.

Our team will help troubleshoot what is happening, determine the likely cause, and work with you toward the right solution.

If we determine that the issue is the result of a manufacturing defect, we will make it right.

Guarantee periods

SuperWeft®

12 months from delivery

SecretTapes®

90 days from delivery

Keratin Tips

90 days from delivery

These are claim periods, not expected product lifespans.

What is covered

The Drop Dead Guarantee covers verified manufacturing defects, including issues such as:

• Abnormal or persistent tangling caused by the hair itself
• Excessive or premature shedding caused by extension construction
• Premature breakage caused by manufacturing
• Weft, tape, adhesive, seam, or keratin-bond defects
• Significant manufacturing or color-specification errors

Coloring

You can color Drop Dead hair to fit your client. On a textured weft, a direct dye is covered by the Drop Dead Guarantee. Oxidative color is not, because it relaxes the curl we set in production. Straight wefts stay covered. Perming is not covered.

If something does not seem right, contact us. We would rather help investigate than have you guess.

When troubleshooting is needed

Not every extension concern is caused by manufacturing.

Tangling, dryness, color changes, bond issues, or shedding can sometimes result from products, buildup, water quality, chemical services, installation, heat, or aftercare.

When that happens, our job is to help you figure it out.

For example, when hair performs beautifully at first and later becomes dry or tangled, product buildup is one of the first things we investigate. Repair, strengthening, protein, keratin, and bond-building products are common contributors.

We may recommend temporarily stopping those products, clarifying the hair, restoring moisture, and reevaluating the hair before determining whether a manufacturing defect exists.

Troubleshooting is not a denial of your claim. It is part of finding the actual cause and preventing the problem from happening again.

What is not covered

The guarantee does not cover damage caused by improper installation or removal, misuse, excessive heat, oxidative color on textured wefts, perming, normal wear, or outside conditions unrelated to manufacturing.

If you are unsure whether something is covered, contact us anyway.

If a manufacturing defect is confirmed

When we confirm a manufacturing defect, we will provide an appropriate solution, which may include:

• Replacement
• Exchange
• Store credit
• Refund

Our goal is simple: if the product failed because of us, you should not be left carrying the loss.

Before discarding the hair

Please do not discard extensions involved in a potential claim until we have had an opportunity to review the issue.

We may need photos, videos, product information, or the affected hair itself to determine what happened. A refund always requires the hair to be sent back to us.

Our promise

You are not buying hair from a company that disappears when something goes wrong.

If there is a problem, reach out. We will help you investigate it. We will help you troubleshoot it. And if the issue is ours, we will take care of you.

Logged in: open the Returns tab in your dashboard and pick the items. Not logged in, or if you prefer the portal: start at returns.dropdeadhair.com. Same terms either way.

1. Start from your dashboard Returns tab or returns.dropdeadhair.com
2. Submit your request with required photos
3. Select your preferred resolution when prompted (cash refund, store credit, exchange, or replacement where applicable)
4. Once approved, you'll receive a prepaid return label when a return shipment is required
5. We'll inspect upon receipt and process your chosen resolution

Wrong color or warehouse mix-up

Email hello@dropdeadextensions.com with your order number and what you ordered vs. what you received. Unopened bundles: we cover return shipping. Opened to check is fine if the hair is not installed. Mix-ups are a priority queue; we ship the correct color the same business day when we can.

Processing guidelines

Return approved items within 10 business days. Claims must fall within your product-line window (12 months for SuperWeft®; 90 days for SecretTapes® and Keratin Tips). Clearance exchanges stay inside the 7-day window. Do not discard the hair until we have reviewed the issue. We reserve the right to deny repeated misuse (over 20% return rate) with advance notice.

When your return or claim is approved, you choose how you'd like to be made whole (subject to the rules below):

Refunds require the product back. We issue a refund once the items arrive at our warehouse.

• Cash refund: refund to your original payment method for the full item value plus tax where applicable. Original shipping charges are not refunded, except on your first order.
• Store credit: email-issued, never expires, accessible in your dashboard. Available for unused returns, defect resolutions, and when you prefer credit over cash.
• Exchange: swap for another in-stock item. Price differences may apply.
• Replacement: same SKU shipped at no additional product cost when a verified defect is confirmed.

Unused hair

Your choice of cash refund or store credit for full item value (original shipping is not refunded, except on your first order). Outer packaging is not required. Hair must be unworn, unused, not installed, in new condition, with the original cord binding wrapped tightly and intact.

Clearance items

Store credit only, valid for future clearance purchases.

Defective items

Your choice of replacement, exchange, cash refund, or store credit once we have inspected all defective items.

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. See our Shipping Policy for insurance details.

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 may choose cash refund or full-value store credit minus shipping.