Refund policy

At Loviisa Pro Hair, we are committed to providing premium-quality hair extensions, professional tools, and a reliable shopping experience for stylists, salons, beauty professionals, and customers throughout the United States. Please review our Return, Exchange & Refund Policy carefully before making a purchase.

1 · Return & Exchange Eligibility
We accept return or exchange requests within 30 days of delivery, for eligible products only. To qualify, all of the following must be met:
- The request is submitted within 30 days of receiving the order.
- The product is unused, unworn, unwashed, unopened, and unaltered.
- The product remains in its original sealed packaging, in the same condition received.
- All original packaging, labels, seals, tags, and security ties remain intact.
- The product has not been installed, brushed, cut, colored, toned, chemically treated, washed, or modified in any way, and has not been removed from its original protective packaging.
For hygiene, safety, and quality-control reasons, hair extensions that have been opened, worn, installed, handled, brushed, washed, cut, colored, toned, chemically treated, or removed from their original protective packaging are not eligible for return, exchange, or refund.

2 · Exchanges
Eligible products may be exchanged for another color, length, texture, or variation if:
- The exchange request is submitted within 30 days of delivery.
- The product remains unopened, unused, unaltered, and in its original sealed packaging, with all labels, seals, tags, and security ties intact.
- The requested replacement item is available in inventory.
Customers are responsible for all shipping costs related to exchanges, unless the exchange is required due to an error made by Loviisa Pro Hair. If the requested replacement item is not available, we may offer store credit, an alternative product, or another solution at our discretion.

3 · Non-Returnable Items — Final Sale
The following items are considered final sale and cannot be returned, exchanged, or refunded:
- Opened hair extensions; installed hair extensions; hair extensions that have been worn, brushed, washed, cut, colored, toned, chemically treated, or altered in any way.
- Hair extensions removed from their original protective packaging, or with broken, removed, or damaged seals, labels, tags, or security ties.
- Custom orders. Special orders. Pre-orders. Products ordered by request.
- Sale items, clearance items, and promotional or discounted items, unless defective.
- Gift cards.
- Digital products, guides, classes, courses, or downloadable materials.
- Professional tools, accessories, or beauty items that have been opened or used, unless they arrived defective.

4 · Products by Special Order
Some products may be available by special order, pre-order, or by request and may not be in immediate stock. Products by special order may require additional processing time; estimated processing and delivery times may vary depending on product availability, supplier timelines, and shipping conditions. Once a special order, custom order, pre-order, or product-by-request order has been placed, it may not be eligible for cancellation, return, exchange, or refund. By placing an order for a special-order or product-by-request item, the customer understands and agrees that the item may not be immediately available and may require additional time to process and deliver.

5 · Order Cancellations
Orders may only be canceled if they have not yet been processed, prepared, packed, shipped, or ordered from our supplier. Once an order has been processed, packed, shipped, or placed as a custom order, special order, pre-order, or product-by-request order, it may no longer be eligible for cancellation. If you need to request a cancellation, please contact us as soon as possible after placing your order.

6 · Damaged, Defective, or Incorrect Items
Did you receive the wrong item, or did something arrive with a factory defect? We will make it right — we are glad to replace or exchange it. Contact us within 48 hours of delivery and send: your order number, clear photos or videos of the item, photos of the original packaging, and a brief description of the issue. Once the factory defect or our error is confirmed, we will offer you a replacement or exchange — or store credit or a refund, depending on the situation and product availability. This coverage applies to manufacturing defects, verified hair-quality defects, and incorrect items sent by Loviisa Pro Hair. It does not cover damage after delivery caused by improper handling, installation, coloring, toning, washing, chemical processing, brushing, heat styling, or customer misuse.

7 · Color, Texture & Product Variation Disclaimer
Because hair extensions are made from real human hair or professional hair materials, slight variations in color, tone, texture, thickness, and appearance may occur. Colors may also appear different depending on screen brightness, lighting, filters, phone settings, or monitor display. We recommend reviewing product descriptions carefully before purchasing. If you are unsure about the correct color, length, texture, or method, please contact us before placing your order. Choosing the wrong color, length, texture, or method does not guarantee approval for a return, exchange, or refund unless the product meets all return eligibility requirements.

8 · Refunds
Once your return is received, Loviisa Pro Hair will inspect the item to confirm that it meets our return eligibility requirements. If the return is approved, the refund will be issued to the original payment method used at checkout. Please allow several business days for your bank, card provider, or payment platform to process the refund after it has been issued. Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to an error made by Loviisa Pro Hair. Loviisa Pro Hair reserves the right to deny any return, exchange, or refund request if the product does not meet the conditions stated in this policy.

9 · Store Credit
In some cases, Loviisa Pro Hair may offer store credit instead of a refund, depending on the condition of the product, the reason for the request, and product availability. Store credit may be used toward a future purchase and is subject to the terms provided at the time it is issued.

10 · How to Start a Return
Every return or exchange must be approved BEFORE shipping the item back; items sent without prior approval may be refused. To start a request, contact us at support@loviisaprohair.com or WhatsApp (714) 932-9637, Monday–Saturday. Once your request is approved, we will send you the return instructions and the address to ship to. We recommend using a trackable shipping service when returning an item; Loviisa Pro Hair is not responsible for lost, delayed, stolen, or damaged return packages. Returns must be shipped back within the time frame provided after your request is approved.