Any no Not satisfied or opinion in our hair products. Whenever a dispute comes up, we are willing to handle it properly with you.
Here are the situations that may cause disputes：
Item not received:
1.Delivery on the way:
1.Parcel seized by customs:
It is buyer’s duty to do customs clearance. So, you should contact the customs office to take your parcel once it has been seized. Please feel free to contact us If you need any documents to clear customs(such as an invoice).
2.Status of shipment stagnated for a long time:
If the status of the parcel stagnated for a long time, we advise you to contact your local DHL to check it for you, at the same time, we will ask our shipping agent to figure out what happened to your parcel. You can keep in touch with us until the parcel is delivered successfully.
1.If the parcel is delivered unsuccessfully because of wrong address offered by the buyer. We are not responsible for any loss caused
2.If the parcel is sent to a wrong address or lost by the shipping company, we can resend the parcel to you or offer you a refund.
3.Item not as described:
You are encouraged to open the parcel to check the item once it is delivered to your house. You should contact us within 7 days if you are not satisfied with the item.
Return/refund for no reasons
If you want to return an item without any quality problem for exchange within 7 days once it is received, please send an email to this email address with your order number entitled:
email@example.com . we will offer you the return address. But you are supposed to pay the shipping fee and the price difference.
If you want to return an item without any quality problem for a refund within 7 days once it is received, please send an email to this email address with your order number entitled:
firstname.lastname@example.org . we will offer you the return address. But you are supposed to pay the shipping fee and 15% restocking fee will be deducted from your account.
Return/refund for quality problem
Please send us an email with your order number entitled if the item you received has any quality problem. such as wrong color, wrong size, wrong style, and so on. It will be more persuasive if you attach a picture of the packing box containing the shipping information and a picture of the item you received in the email.
We will look into the case once we receive your email, then offer you some solutions.
1.If you want to return it Within 7 days, Please keep the item in original condition, items have been used or washed is not allowed to return anymore.
2.We will add notes to your order before package being returned, so please do not return the parcel before contacting us. Do pay attention you are supposed to pay the shipping fee and the 15% restocking fee, which will be deducted from your payment.
3. Please write down your order number and other important information we give in the form on a sale card then send them back together.
4. All Custom Orders, Celebrity Styles, and clearance items are Final Sale Only. They are not eligible for return, exchange or cancellation.
If you have any problem in understanding our return/refund policy, you can contact us by email, here is the email address: email@example.com
We can cancel the order for you if you contact us in time after your purchase.
1. If contact us within 24 hours after your payment finished, 5% of the order total will be charged as the transaction fee. 2. If after 24 hours, 15% of the order total will be charged as transaction and handling fee. 3. Orders can't be canceled once the parcel is shipped out or we have already begun to custom the hair extension. 4 If choosing the Paypal echeck to pay, it needs 5-7 days for PayPal to complete the settlement. during this time, if the customer wants to the refund, 5% of the order total will be charged as a handling fee.
All rights to interpret are reserved by surprisehair.com
Note: If requesting for repair or exchange or cancel your order, you shall firstly contact us by service email: firstname.lastname@example.org We will not provide any exchange, return or repair service on returned hair extension without our permission, and all loss will be afforded by customers.