Refund policy

Return & Refund Policy

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

Our extensions are graded by our production team to last 2–3 years and rated for 12+ months of real client performance with proper care. Behind that is an industry-leading, stylist-focused policy with clear terms, fast processing, and no runaround. Claim windows vary by product line: SuperWeft® carries a 12-month Tangle-Free Guarantee claim window from delivery; SecretTapes® and Keratin Tips carry a 90-day claim window from delivery.

Return & Exchange Windows

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).

Tangle-Free Guarantee (manufacturing defects): 12-month claim window for SuperWeft®; 90-day claim window for SecretTapes® and Keratin Tips.

What's Eligible for Return

Eligible Items:

  • Full-Price/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.
  • 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 below).

Non-Eligible Items:

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

SuperWeft® — 12-Month Tangle-Free Guarantee

99.99% perfect. Backed 100%. No shedding. No tangling. No color shift. No breakage. Every bundle is inspected by our founders against the same color ring you hold before it ships. If a SuperWeft® bundle falls short of that standard within 12 months of delivery, the fix is on us — you choose replacement, exchange, cash refund, or store credit (full item value plus tax where applicable; original shipping is not refunded).

What the guarantee covers:

  • No shedding: Our wefts are built to hold. Loss over 30% from weft construction qualifies (photo-verified).
  • True root color: Roots match your color ring. More than 2 inches off specification qualifies.
  • No matting or tangling: Hair that tangles under the Drop Dead Method and proper care qualifies.
  • Clean construction: Glue beyond acceptable tolerances qualifies (professionally inspected).
  • Ring-true color: Deviation beyond 2 shades from your ring reference qualifies (photo-verified).

Outside the guarantee: Improper installation/removal/use, heat damage above 275°F, color changes from toning/chemicals, aftercare issues, normal wear, or natural variations in human hair.

Textured wefts: Never tone, gloss, or chemically alter textured extensions — these treatments loosen and relax the curl pattern. Customize the client's natural hair to match the install instead. Any coloring, toning, lightening, or chemical alteration performed on textured wefts is done at your own risk and voids guarantee coverage related to texture retention or performance.

Important: Melting polyurethane wefts voids guarantee coverage.

SecretTapes® & Keratin Tips — 90-Day Tangle-Free Guarantee

Same quality standard. Same inspection bar. SecretTapes® and Keratin Tips are covered by the same Tangle-Free Guarantee criteria listed above, with a 90-day claim window from delivery. If a bundle falls short within that window, you choose replacement, exchange, cash refund, or store credit (full item value plus tax where applicable; original shipping is not refunded).

Outside the guarantee: Improper installation/removal/use, heat damage above 275°F, color changes from toning/chemicals, aftercare issues, normal wear, or natural variations in human hair.

Textured hair: Any coloring, toning, lightening, or chemical alteration performed on textured extensions is done at your own risk and voids guarantee coverage related to texture retention or performance.

Important: Melting polyurethane wefts voids guarantee coverage.

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. Select your preferred resolution when prompted (cash refund, store credit, exchange, or replacement where applicable)
  5. Once approved, you'll receive a prepaid return label when a return shipment is required
  6. We'll inspect upon receipt and process your chosen resolution

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®, Keratin Tips, and clearance). We reserve the right to deny repeated misuse (over 20% return rate) with advance notice.

Refunds & Exchanges

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

  • Cash refund: Refund to your original payment method for the full item value plus tax where applicable. Original shipping charges are not refunded.
  • 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). 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.

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

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: July 2026

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