Returns and exchanges:
*The following items are FINAL SALE and are not eligible for returns or exchanges: Replacement tape and tape adhesive remover.
Please note that we will only accept exchanges or refunds within 30 days of you receiving your order. Returns must be sent back exactly as they were sent to you. There must be no missing pieces (such as hairnets, gold twist ties, hangtags, etc.). The hair extensions must be in their original product packaging with hangtag securely in place. If the packaging damaged, or if the hair extensions have been worn or tampered with, please understand that we will not be able to process a refund or exchange request due to hygienic reasons. Human hair extensions are a hygienic product, and providing all of our customers with high-quality hair extensions that are safe for the health of the public is our main priority. Once the hair extensions are tampered with in any way, we can no longer guarantee their safety or quality, which is why we cannot accept them for a return or exchange. Your understanding is greatly appreciated.
All returns and exchanges must go through a mandatory inspection by our quality assurance team once they are received. If the above instructions are not followed, your return or exchange request may be denied.
If you have not worn or tampered with the packaging or the hair extensions and would like to request a return or exchange, you can do so by contacting us using this link within 30 days of receiving your Luminess Hair extensions. Please send us detailed photographs of the set you would like to return before sending products back so we may determine if you are eligible for a return or exchange. If you are eligible for a return or exchange, we will issue you a return address along with further instructions.
All returns and exchanges sent back to us will be thoroughly inspected by our quality assurance team. Returns or exchanges must be sent back in their original, unopened packaging, and you must include a copy of your receipt of purchase, contact information and reason for return. The packaging must not be damaged in any way or have any missing pieces, otherwise, we will not be able to fulfill your return or exchange request.
Please note that Luminess Hair is not responsible for any shipping and/or handling fees for returns or exchanges. It is the responsibility of the customer to pay for these costs. The shipping fee paid by Luminess Hair to ship your original order is also non-refundable.
We highly recommend using a tracking number when shipping your order back to us to ensure that it gets delivered. Luminess Hair will not be responsible for lost returns, and if your parcel is lost, there is nothing we can do to assist you further. Please also indicate on the parcel "RETURN." If you do not indicate this on the parcel, your parcel will be returned to you and we will not be able to fulfill your return or exchange request.
Please be sure to provide us with all your tracking information, such as courier and tracking number, as soon as you ship your return so we can make a note on your account. Not providing this information can delay the return or exchange process.
Once you have submitted your request for a return, and your return has passed inspection and has been approved by our quality assurance team, you will receive a full refund for the amount you paid for the returned item (not including any costs associated with shipping your original order). If it is an exchange request, we will fulfill the request for you in a timely manner and will correspond with you directly by email to further assist you with the exchange process.