Our goal is to ensure your complete satisfaction If, for whatever reason, you are dissatisfied with your purchase, you can return it to Luxe Beauty Supply within seven days of receipt and subject to conditions below. Once we receive and inspect your items, we will credit your Luxe account. Please allow 3-5 days for a credit to appear on your account. All items are subject to a 15% restocking fee. We do not offer cash refunds.
To ensure that your unit will qualify for an Exchange or Store Credit please follow these instructions upon receipt:
- Inspect your item as much as possible without removing it from the original packaging. Items removed from original packaging and hairnets have a less likely chance of being accepted for an exchange.
- If the color or style is incorrect, please do not tamper with the unit any further, simply contact Luxe within 7 days of receipt of the item to receive a RMA#.
- Luxe strongly advises against trying on a unit but understands that it might be necessary when making a decision. When observing a unit, DO NOT TRY IT ON YOUR HEAD Hold the item in your hand or place it on a wig stand, making sure not to cut the lace, comb or finger the hair, pull any curls apart, comb or brush the unit, spray the hair, add any products to the hair or baby hairs.
- All items are factory-direct merchandise, and have not been tampered with by anyone for any reason. If an item has arrived to that you feel is damaged or defective, please contact us within 7 business days of item arrival. Defective or damaged items can include but are not limited to: wet products damaged in shipment, or hair items with hair missing, wefts loose, etc. Defects are determined before you wear the item. After the item has been worn we cannot determine if the any damage was due to normal wear and any request for a return or exchange will be denied. Instructions will be provided by a customer service representative. We have the right to refuse an exchange for an item we do not deem factory damaged.
The following items are not eligible for any type of exchange or store credit and will be refused automatically:
- Any final sale, clearance, sample sale or close-out item
- Accessories (non-hair items including but not limited to: combs, brushes, spray bottles, mannequin heads, clips, pins, clamps, wig holders, rollers, scarfs, caps etc.) or wet products
- Wet Products (including but not limited to: glues, adhesives, removers, tapes, shampoos, conditioners, treatments, sprays, mists, moisturizers, creams, gels, glossers, soaps, alcohol, etc)
- Appliances (including but not limited to: steam roller sets, hot curlers, pressing combs, curling irons, flat irons, blow dryers, etc)
- Custom units
- Braiding Hair
- Any hair that is been tampered with in anyway, making the item appear worn, fingered, or combed out.
- Lace units where the lace has been cut away, tampered with or removed for any reason
- Items that are not in original packaging and do not have all manufacturer tags cards and/or hair nets attached.
- Items that have not received a Return Authorization Number before receipt at our Exchange Department
- Any lace wig not returned with free super tape promotion or any free with purchase accessories.
- Fashion Jewelry (earrings, watches, bracelets, studs, necklaces, rings, etc)
- Any item where an RMA# has not been requested within 7 days and received back within 7 days
- **Any hair that has been handled or altered in such a way that will prevent the item from being restocked in its original condition or resold. This includes hair that has any foul smelling odors as a result of being exposed to foul smelling odors or cigarettes**
For fastest exchange, please contact us via email email@example.com. You must contact us within 7 days. Exchanges will not be allowed if you have not contacted us within 7 days from the receipt of your order. Please type 'EXCHANGE' in the subject line. Your email must include your information, order number and the necessary style number, color and size of the new item you wish to receive.
If the exchange is authorized, you will receive an email with an "Exchange Authorization Number" (EA#) that MUST be included on the OUTSIDE of the returned package. Packages should be shipped back to our warehouse DELIVERY CONFIRMATION ONLY We recommend that you keep a copy of the tracking slip for your records. We must receive the exchanged merchandise within 7 days* from the issuance of the Exchange Authorization Number. Return shipping charges are to be paid by the customer. For instance, if you received your item with free shipping, upon exchange, the customer must pay to have the item reshipped, despite the price of the item. Frequent exchanges will be subject to an approval process and additional fee. Luxe understands that international shipping may take longer and will adjust these guidelines as necessary for those items.
Shipping Cost on Exchange
Return shipping charges are to be paid by the customer. For instance, if you received your item with free shipping, upon exchange, the customer must pay to have the item reshipped, despite the price of the item.
How to Request for An Exchange
For fastest exchange, please contact us via email firstname.lastname@example.org. You must contact us within 7 business days. Exchanges will not be allowed if you have not contacted us within 7 days from the receipt of your order. Please type "EXCHANGE" in the subject line. Your email must include you information, order number and the necessary style number, color and size of the new item you wish to receive.
How to Prepare Your Package for An Exchange
Information can be found here.