Return and Exchange Policy
Return/Exchange Eligibility:
We accept product return. The customer has the right to request a return within 100 days of placing the order.
If both parties confirm the return after negotiation. Please return the parcel to our warehouse within 14 days of the return address we provide for you. After 14 days, we will not process your return request.
In addition, after the two parties negotiate the return, if the time exceeds the total service period of 100 days but is still within the 14-day negotiated return period, the refund will also not be processed.
When you return the item, please double check that the return address we provide is the same as the address on the shipping label. If the returned parcel is sent to the wrong address. Losses incurred here will be borne by the customer personally.
※About Custom Products: For those with [pre-sale] or customize in the title are our Custom products. Handing time is clearly stated in the product description page. If you want to cancel your order after placing it, please contact us at info@ugeat.com within 48 hours to cancel your order. After 48 hours, we will not be able to cancel the order for you after the factory has already started production. After the product has been shipped, [pre-sale] products cannot be returned or exchanged. (If we have not shipped after the handing time, you can contact us to help you cancel your order.) We recommend ordering Swatches to see the colors in person if you are unsure about the color before paying for a custom length. We recommend ordering Swatches to see the colors in person if you are unsure about the color before paying for a custom length.
※ Product pictures are taken in kind, and there may be slight color differences due to batches, light, display, etc. You can contact us to confirm the color before purchasing, we do not bear the return shipping fee due to color difference.
※If the order contains a product purchased with a free discount code, the remaining amount will be refunded after deducting the original price of the product.
※If the product is returned without consent after it has been used. The package will not be resent to the customer. Losses incurred by this process will be borne by the customer.
Do I have to pay for the shipping of my return/exchange?
Why are Ugeat Hair Product not exchangeable/returnable if opened?
Please understand, human hair product are a hygienic product. We always take matters of hygiene and public safety seriously, for the safety reasons. It is not allowed to return items with the inner packaging opened and the gold thread removed. This is an industry standard, & other hair extensions suppliers do not allow returns of opened items for the same reasons. No exceptions will be made. If you are unsure about the integrity of your security seal, contact our customer service at notice@ugeat.com.
Can I return or exchange hair if it has be colored or dyed?
We don't suggest double dying, because unprofessional dyeing process would greatly shorten hair lifespan. Usually, it can be dyed into darker color, please choose a small stand of hair to dye at first, if it can match with your hair well, then you can dye the whole hair. We don't accept the return if this hair is colored.
Can I exchange my hair extensions for a different length?
We accept exchanges for a different length & colors for eligible hair extensions. Exchanges will be issued STORE CREDIT and you will be able to repurchase your desired length and shade. No refunds for the price difference in length will be issued, so please choose wisely when selecting the length. If you would like assistance choosing which length before making your purchase, email us at notice@ugeat.com.
What if my order is defective?
If a product is defective please send a photo of the defect along with a description to customer service at info@ugeat.com and we will gladly help you to resolve the issue.
How do I return my item?
All Ugeat Hair Extensions must be shipped back unopened in the original packaging. The point is that it is not allowed to open, tear or damage the inner packaging in any way, or to remove the metal wire strands. or a return will not be issued. A copy of your invoice must accompany your return/exchange to facilitate tracking of your returned product and to expedite your refund.
When you return an item, please double check that the return address we provide is the same as the address on the shipping label. If the returned parcel is sent to the wrong address. Losses incurred here will be borne by the customer personally.
Please return the parcel to our warehouse within 14 days of the return address we provide for you. After 14 days, we will not process your return request.
Why Restocking Fees for returns that are not hair quality issues?
There are a lot of costs associated with processing an order. If you buy something and then return it, we have to deal with more costs to handle the return.
All returns must be thoroughly inspected when received back at the warehouse to ensure they are in 100% resalable condition.
1. Affected by the current epidemic, to ensure safety and health, all our returned packages need to be sterilized and repackaged. New packaging materials usually need to be utilized because it is typically only designed to be used two times (initial use and possible return shipment). The time and materials involved in inspecting, repackaging, and restocking are not insignificant. We ask for your understanding.
2. The high Expedited shipping. For orders that we offer free expedited shipping, the actual shipping cost will be deducted from our profit margin after you confirm your reservation of the item. If the item is returned, there is no profit and the customer is responsible to pay the actual shipping charges. After all, USPS and FedEx do not offer their services for free.
But please don't worry. Restocking fees are only charged in cases where an item is returned due to no quality issues.
Notice:
Due to the particularity of the hair extensions, you can confirm whether you meet our return conditions after contacting us. We have warehouses in China, the United States, and Germany. Since there are a lot of goods in and out of the warehouse every day, please do not send the products back privately. We will arrange the nearest warehouse according to your location. It may not be possible to return the goods normally if the goods sent back privately, hope you understand and support.
Can I Rejecting the Package?
NO!!! If you receive the product and need to return it. Please contact us at info@ugeat.com. We will actively help you. But please don't reject the package. When a package is rejected, it will be returned to the sending address. High shipping and customs fees will then be incurred. The costs arising from the rejection will be fully borne by the redirecting customer personally.
When will I receive my refund or store credit?
Returns will be refunded to the original form of payment within 5 business days after we receive your return. Please allow 3-5 business days after your return is received at our Returns Center for processing.
Out of Stock Policy:
Our inventory can fluctuate throughout the day, so an item indicated as “in stock” when you place your order may, in fact, be out of stock. In this event, we make every effort to contact you by email immediately to notify you that your order will be placed on backorder. The email will also provide you with information on how to cancel the order if you would prefer not to wait for the item to be in stock again. Most out of stock items are in stock again within 1 week & sometimes sooner. Backorders will automatically be upgraded to 2-4 day shipping for *Domestic orders to get it to you even sooner. Custom lengths are not kept in inventory, but can be special ordered for you and are shipped within three to four (3-4) weeks.
About High-risk Orders Policy:
Our system automatically detects high-risk orders. Once the system detects a high-risk order, we will contact you by email within 24 hours. Please provide us with information according to the content of the email. We will ship your order to you immediately after checking the information is correct. If no information is provided to us for more than 7 days, we will automatically cancel the order for you.
About Lost Package Policy:
We will notify you by email after the package is delivered to the correct address. Please sign for your parcel as soon as possible after you receive the email. If you don't find your parcel after receiving the email. Please contact us within 7 days and we will contact the courier company to help you find your parcel. Beyond that time, the courier company may not be able to help you find the parcel, and the loss incurred at that time will be borne by the individual customer.
The final interpretation of the activity belongs to Ugeat hair.