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: a 90-day claim window from delivery covering returns, exchanges, and verified manufacturing defects — clear terms, fast processing, no runaround.

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

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 refund of the full item value plus tax (original shipping is not refunded) within our 90-day claim window, once verified and all defective items are received.

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

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 bundle falls short of that standard within 90 days of delivery, the fix is on us — replacement, exchange, or refund of the full item value plus tax (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 warranty coverage related to texture retention or performance.

Important: Melting polyurethane wefts voids warranty 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. Once approved, you'll receive a prepaid return label
  5. We'll inspect upon receipt and confirm your replacement, exchange, refund, 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: Replacement, exchange, or refund of the full item value plus tax (original shipping is not refunded), once we have inspected all defective items.

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: June 2026

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